If you recall, The Mr had purchased me this lovely purse for my birthday:
If you look closely, you will see that the straps are connected to the bag with little gold metal pieces. Yes? Okay. Well, the gold metal piece is actually a barbell and each end screws on. I lost one of the pieces a few weeks ago.
I didn't even notice that it was lost until I was at the hospital with my family. I looked EVERYWHERE for it but couldn't find it. I was a little upset since the purse was still fairly new. So The Mr. contacted the company (even though the purse was purchased at Neiman Marcus) and they couldn't have been any more awesome. Actually - they could have been just a bit more awesome but still... great service.
She tried to order the replacement piece for the barbell but said that it had to be special ordered from Italy blah blah blah... and suggested that we just send them my damaged purse and they'd give me a brand new one. Score! I'm thrilled because:
(1) Its a new purse!
(2) I actually got a little wet paint on my purse...
(3) The constant falling out of the barbell and putting it back into place hoping that it doesn't slide out again has caused some of the inner part of the strap to pull and tear.
The customer service rep of the company has responded to all of our questions quickly and she left final detailed instructions:
You can send it back to us no problem.
Please follow the instructions and I will send you a new one ASAP.
1. With a copy of your receipt, we will replace any factory defective product within a year of purchase.
2. Please include a brief letter stating the problem or defect.
3. Please include your name, address, and phone number.
4. Please include the replacement style number, size, color, and a second choice if we do not have your original request.
5. Please retain the shipping receipt and insure the return from UPS, FedEx, US Postal Service or any other service you choose. Please note, we are not responsible for lost packages.
Its the little things that make me happy.
10 comments:
WOOHOO! YAY for good customer service (which seems to be rare these days) and also for a "new" purse!
cute bag! i've found that with most of the "upper scale" companies/stores etc, the customer service is always excellent.
Yay!!! It's always nice when you get great service...and a new purse to boot!! :)
Thats awesome! I expect good customer service from my grand ol' days on the phones....and I also know for the most part how to get what I want when I dont :)
Beautiful bag and that is so amazing that they're going to just completely replace the bag!! Lucky, lucky girl :)
LOVE the purse! and i see that you've added a fabulous new banner and widened the content area...lookin' good, twink :)
That's awesome!
And I also love the tweaks to your blog! :)
Yes. Good service is a must! I think it's way underrated. That's why I like to shop in Nordstrom's where I think has the best customer service on planet earth!
ALSO, my next comment needs a line of it's own...
FAB BAG!!!!
I'm confused and slightly disturbed by this blog entry. Aren't you the same mrstwink that became a vegetarian a year ago partially based on the fact that you are a born-again animal lover who secretly desires to join PETA? Aren't you the same mrstwink who wrote this comment "Recently, my distaste for beef came from reading and then watching "Fast Food Nation". [...] The movie, however, included a scene of the slaughtering of a cow. While the Mr. didn't even flinch, I was bawling uncontrollably. This poor unsuspecting cow was shoved into a pen where it was shot in the head then dragged into a factory where awful awful things were done to it. That image still haunts me."
mrstwink, what about the cow that was slaughtered to make this lovely bag of yours? And the other one that was slaughtered to make a whole new replacement bag b/c there was a small broken piece on the original?
I am disturbed at the fact that you would look down on the practice of killing animals for food and at the same time turn your head at the practice of killing animals for fashion.
Anonymous -
Please be disturbed! I have called out my own hypocrisy on this very subject. I understand that it makes no sense and is something that I'm still figuring out.
So I guess until I reach the point of actually joining PETA and/or pushing my viewpoints on others - I'm not ready to go 100% hardcore into this lifestyle.
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