The air filter was ordered with ‘next day’ free shipping. But, the next day came and went, then another, and another. I called FedEx to find out that the package had been delivered to the incorrect address. They gave me a case number and said give us 48 hours to see if the driver can recover the package. Five phone calls and nearly three weeks later, a nice big box was waiting for me on the porch. It was the filter – damaged.
Not to mention that this was after I had called the supplier to send a replacement, as FedEx suggested. That one turned out it was damaged at the local FedEx location and they returned it to the supplier. Finally, the next day after receiving the damaged filter (and yet another call to the supplier), I received the filter I had ordered three weeks prior.
I get it – sh*$t happens. But, somewhere along the line, humans, not computers have to fulfill those orders. And the lack of customer service is paramount. Whether it’s laziness, apathy or incompetence, these companies can’t seem to get it together.
I find it ironic that companies with the resources to fulfill requests to satisfaction fail at getting things right the first time.
One thing I love about small business is that, for the most part, they take the time to personalize the service. They care. They know my needs and take the time behind their service. Big companies with huge budgets have a lot of payroll they shell out, but the service and quality just isn’t there – it gets watered down. I’ve seen it first hand. While I always took it upon myself to take care of the customer, I never lost sight of the fact that largely, those efforts went unnoticed except by the customer, but I was happy with that. I didn’t care what my supervisors thought about me as long as the customer was happy in the end.
That’s the beauty of owning a small business… the customer is your client. If they don’t appreciate your service, that’s on them, but you get satisfaction out of knowing you did the best job you could with the resources you had.
Meanwhile, I’m sure we’ll receive our wands at some point…between now and 2016.
What are some of your online order horrors? What is the service that you have received? I’d love to hear from you!