So Rowan has this perfectly lovely little yarn called Tapestry. I especially like their Moorland color - soft creams and pale blues - and was picturing it as a soft, yummy scarf for yours truly. So when I found it at a good price at Now and Zen online, I snapped it up.
I came home last night, all excited about opening up my box of yarn - oohing over the softness and aahing over the colors. So you can imagine my disappointment when I opened the box to find the wrong color. Instead of sending me Moorland as ordered, I received Highland - a dusky purple. Anyone who knows me, knows that pinks and purples are at the absolute bottom of my list colorwise. I left those colors behind when I was about six.
So I sent the following email:
Hi Christine -
I received my yarn order this afternoon (minus the promised pattern, by the way), but you’ve sent me the wrong colorway. I ordered Rowan Tapestry in Moorland (blue and cream) and you’ve sent me Highland (dusky pinky purple). While the yarn is lovely, I have a project planned for Moorland and would like to return the Highland yarn to you.
If you do not have Moorland in stock, please consider this a request for full refund. If you do have it available, I’d simply like to exchange what you sent me for what I actually ordered. Please let me know how I should proceed.
Thank you
I’ve had some pretty bad experiences with customer service in the past, so here I was, fully prepared to do battle with someone who could really care less about what they did or did not send me. But then I received the following response:
Dear Sarah;
I am so sorry about this. To be perfectly honest, we have been surprised by the quick ramp-up that our web site has required. We never expected to get so much business so soon. We have been challenged to get all of our orders our correctly, hence the mixup. I’m sure that one of my staff that was filling your box just blew it on the name. I am also embarrased about the pattern I promised you not being included.
We only have Highland and Rainbow in stock at this time so I will of course refund your transaction immediately. I will need you to email me back the last 4 digits of the credit card you used to make this purchase online. We do not store that info for security purposes and your protection.
Once again, I am very sorry to have inconvenienced you.
Now and Zen Yarns
Ok, I thought. Fair enough. This is better than I was expecting - I can have a refund minus any fuss. But then she emailed me again:
Hi again Sarah;
Rather than go through any additional aggravation (on your part) please keep the 4 skeins of Tapestry and make something nice with them. I will send you the pattern I promised; maybe they will make a nice scarf for a upcoming gift or something.
This makes more sense to me than wasting money sending the yarn back again. I hope you will give us another chance to serve you better in the future.
As soon as you give us those 4 digits (you can email or call if you prefer: 1-877-555-5555) we’ll refund your acccount. Thanks.
Best Wishes,
Now and Zen Yarns
What? Really? I can’t remember the last time in my experience that customer service 1) owned up to a mistake, 2) offered reasonable restitution, and then 3) offered restitution above and beyond what was expected. You mean there are people out there who care what you think even if you’re on opposite coasts? There is such a thing as good customer service?
So I emailed:
Wow. It’s really unfortunate that good customer service is so hard to come by these days, so that when it happens, I’m blown away by it. I truly appreciate your offer of letting me keep the yarn without charge, but I wouldn’t feel right doing so. Especially since you’re going out of your way to keep me a happy consumer. Please consider the order filled. I will keep the yarn, but there’s no need to refund the charge to my card. I will set Highland aside for some future project and track down Moorland for my planned project.
Thank you so very much for the yarn and the service. Because of your responsiveness and generosity, you can be sure that I’ll be a repeat customer. I hope that as your business grows, you remember to keep that personal touch that makes all the difference in the world.
Sarah
PS - I’m glad that your yarn shop is doing so well online.
I figure mom likes purple-y things. I just won’t use the yarn for myself.
NWA - perhaps you could learn something from Christine at Now and Zen about how customers should be treated? Just a thought…