So ... was having trouble with a rather large online retailer the last 3-4 weeks, and getting no where to refund a returned item worth $1,800. So today, I decided to email their CEO about it, very brief (short and sweet), and say (nicely) that their customer service system isnt working so well (always), and that Id be happy to share my feedback with him or someone one-on-one, if theyre interested. Believe it or not, he emailed me back same day, apologized respectfully, and asked his CMO to give me a call to talk about what happened, assess how it can be resolved for all future similar situations. Now thats what I call GREAT CUSTOMER SERVICE. Not many CEOs of large corporations would take the time to answer such emails, so Im impressed. The company is Wayfair, the online furniture retailer that aggregates from many respected manufacturers. Kudos to the Wayfair CEO :-)
Posted on: Thu, 08 Jan 2015 05:19:35 +0000
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