Dear DRUGSTORE.COM nicely done.
This is a public post, which I pretty much never do. I hope it comes up on search engines. You see, I know how complainers tend to be loud, but those who praise don't often go to the same extreme.
Allow me to fix that, if you would.
I placed an order on 7/3. It had hair dye in it, so required ground ship. I got the warning notice that this could mean 'substantial' delay, plus there was the Fourth of July holiday, and so I didn't even wonder where it was until yesterday.
Log on to UPS tracking and discover that the box was left on my front porch on 7/7. Which is CRAZYFAST, for starters, considering the holiday and the ground ship. So there's kudo #1.
But what makes it to the proper plural of "kudos" is how your rep handled things from here. She was polite, checked tracking, gave me options, offered to replace the order and send it expidited for free, and gave the option of a refund. Plus she then gave me tips and options on how to make my ordering more secure in the future, valuable tips and not dumb ones like "have a neighbor come check to see if there is a box on the stoop."
And she did it all in less than three minutes and never made me feel like a simpleton or a jerk for asking for help or for having a shipment go missing.
I was all set to write your company off for good, drugstore.com. Because let me tell you, few things make me crabbier than roots -- and I have the crazy roots now from waiting for that shipment. Instead, you have impressed me and I will give you another shot. And free publicity, because you freakin' deserve it. Good on ya.
Allow me to fix that, if you would.
I placed an order on 7/3. It had hair dye in it, so required ground ship. I got the warning notice that this could mean 'substantial' delay, plus there was the Fourth of July holiday, and so I didn't even wonder where it was until yesterday.
Log on to UPS tracking and discover that the box was left on my front porch on 7/7. Which is CRAZYFAST, for starters, considering the holiday and the ground ship. So there's kudo #1.
But what makes it to the proper plural of "kudos" is how your rep handled things from here. She was polite, checked tracking, gave me options, offered to replace the order and send it expidited for free, and gave the option of a refund. Plus she then gave me tips and options on how to make my ordering more secure in the future, valuable tips and not dumb ones like "have a neighbor come check to see if there is a box on the stoop."
And she did it all in less than three minutes and never made me feel like a simpleton or a jerk for asking for help or for having a shipment go missing.
I was all set to write your company off for good, drugstore.com. Because let me tell you, few things make me crabbier than roots -- and I have the crazy roots now from waiting for that shipment. Instead, you have impressed me and I will give you another shot. And free publicity, because you freakin' deserve it. Good on ya.