I’ve never written a consumer review diary on Daily Kos before. I am someone that has an overall negative view of business. I think most companies put profits, and by that I mean profits for the people at the top, above everything else. One reason the U.S. economy is in trouble is because in the 1980’s corporations started to maximize shareholder value at the expense of all other stakeholders- their customers, their employees, their communities, and the environment. I wrote a diary about that here. That just doesn’t work in the long run.
But my customer experiences with one company, Chewy.com, is so favorable that I wanted to write about it. I’ve bought pet food and other supplies from Chewy’s for a few years now. A friend of mine also buys from Chewy’s. We sometimes combine an order to get to $49 and get the free shipping.
I will write about 3 different outstanding customer service experiences that really impressed me. I had just bought 24 cans of Wellness wet cat food when my Vet discovered my 14 year old kitty had early stage renal insufficiency and needed a prescription diet. The Wellness wet food was unopened, but I had discarded the box. Also, it was food. For those 2 reasons, I assumed I couldn’t return it. I kept reading how simple returns were, so I called. I was able to talk to a customer service rep. immediately- no hold. This employee told me no problem and no need to return the product- just donate it to an animal shelter (which I did).
A year or so later I ordered a carpet spot remover. The product arrived, but with no sprayer handle. How was I to use this? I called. Again- I was able to talk with a customer service rep. immediately. No hold time. The person told me no problem and no need to return the old product. They would ship me a bottle with a spray handle.
And some time after that I ordered a product that afterwards I realized I wouldn’t use and did not need. I called. Again, I was able to talk to a customer service rep. immediately- no hold. The customer service rep. told me no problem- they would credit me and no need to return the unopened package- just donate it to an animal shelter. That one really surprised me.
I’m not sure what to make of this. Yes, it costs businesses money to process returns. Also, it is a hassle for customers to return merchandise - online or otherwise. Does Chewy’s feel it just isn’t worth it? I have no idea if there’s a product price threshold where one would need to return a product.
I don’t recall doing business with any company so customer friendly. Yes, it has gotten a lot easier to return merchandise to stores. But this easy? Who else staffs its call center so customers experience no hold time? In all 3 cases, someone has answered in 1-3 rings. How frustrating is it to try and call during your lunch break and have to hold? When that happens, people often give up and go elsewhere. In addition, the call center seems located here in the United States.
There’s an old saying- a customer who has had a “problem” well handled is more likely to remain a customer than somebody who never had a “problem.” I’ve put “problem” in quotes because I didn’t really have a problem — more a change of circumstances.
Yes, my experience as a customer is very favorable. I have no idea what Chewy’s labor and environmental record is (except to say the call center is obviously well staffed and seems to be located here in the U.S.).
I’m writing this diary because the Daily Kos community has a large population of pet lovers and pet owners as evidenced by the success of community diaries and Sara R’s pootie pads.