In a time when customer complaints outweigh customer praise to a level that is depressing, I want to talk about a customer service experience I had that surprised me.
Orion was my cat. We rescued him years ago, but he eventually got cancer and didn’t survive it. The company we ordered his cat food from didn’t know that and continued to send me reminders to stock up on cat food. I didn’t blame them. It’s a marketing thing and everyone does it.
I emailed them to let them know that while I loved the company, which I recommended to everyone prior to this experience, I couldn’t emotionally handle getting the emails right now. I didn’t want to delete my account. When I got another pet, I would order from them again. But for now, I needed the emails to stop.
I expected an automated response of some type to tell me I had been unsubscribed. What I got was a heartfelt note from someone named Tierra. She deactivated my account and provided a detailed way to have the account reactivated at a later date.
I thought this was great customer service. A note and easy compliance with my request. Then the box came. A long rectangular box that I wasn’t expecting. The return address from the company. It wasn’t something I ordered, as the packages I ordered were decidedly square.
It was a bunch of roses in a vase and a note. A condolences note for my loss. This was so unexpected it took a few days for the whole event to process. I appreciate that in a world where corporate greed is everywhere, there is a company that has compassion.
So thank you, Tierra and Chewy.com. I hope you know how much I appreciate your gesture.
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