Wednesday, December 08, 2010

Now THAT is customer service.

Me:
We bought this textbook last summer for my husband's nursing classes. I
ordered it by the ISBN. We received the book and I never checked it
against the ISBN, just handed it off to my husband. He got through
nearly the whole semester before realizing that it was the wrong
edition, as it is missing a bunch of very important appendices in the
back that the new edition has. We just assumed that the ISBN had been
wrong in the Amazon database. But I was just looking up the newer
edition (because we still need to buy it for the 2nd semester) and
there's a big flag at the top of the page saying that we purchased this
book last summer. So we DID order the correct ISBN, the order was filled
incorrectly.

It is far too late to return the book, that window closed in October. I
am just letting you know that this happened. I realize it was most
likely an honest mistake, as we have ordered from you many times and
have always been entirely satisfied. If I had been the seller, and I had
done this, I would want someone to tell me.

Regards,
Maria Stahl
The reply:

Hello,

We sincerely apologize for the error.  We have searched our shelves for
a replacement copy of your book, and unfortunately were unable to find
it. We have therefore initiated a complete refund to you for this order.
Please, keep the book we sent, at our expense.

Again, we're truly sorry for any inconvenience this matter may have
caused you, and we hope you'll give us a second chance to earn your
business.

Sincerely,

Kat
Customer Service
OwlsBooks
 

That's Owlsbooks on Amazon. I'm a satisfied customer.

1 comment:

Richard said...

I had a similar experience. The book I received had a torn and taped cover. I received the following emails.

"Hello,

I received your feedback today, and I am very sorry to hear that your order was not as described. I have contacted Amazon regarding this matter, as this order was filled directly through their ‘Fulfillment by Amazon’ program.

In the case of ‘FBA’ orders, please keep in mind that Amazon is responsible for all customer service inquiries, and the product is shipped directly from their facility.

Amazon will complete a full refund right away. It will take 3-5 business days for it to fully process.

If you are so inclined, I would be very happy if you chose to remove your feedback. Negative and neutral feedback comments hurt my standing on Amazon and can reduce sales.

Thank you for your time and consideration. I hope you will accept my humble apologies for any inconvenience this matter may have caused. It is our goal to achieve 100% customer satisfaction, so please let me know if there is anything else I can do to be of assistance.

Have a great day!

Kari
Customer Service
OwlsBooks"

Later, I got this email:

"Hello,

Thank you for your kind response. I really appreciate it, and I hope
you will give us another chance to earn your business.

If I can do anything else for you, please don't hesitate to send me
another email.

Have a wonderful day!

Kat
Customer Service
OwlsBooks"


Exceptional service. I almost feel bad for complaining.

Rich