I ordered two shirts from a company called Cafe Press. If you have not seem them yet, they have great t-shirts as well as the ability for you to make your own gift items. I made pillows for my kids at Christmas and ornaments last Christmas.
This year, my kids wanted the yellow lab t-shirt from the Hangover II (I know!), so I found them on Cafe Press. Then, they wanted to order one for a friend, so we ordered two different sizes to figure out which one was the right one. One was too big, but the other was the perfect size--only problem, it had a stain on it! So, I emailed the company to find out their return policy and got this email back:
Dear Karen,
Thank you for Contacting CafePress.com! I am so sorry the item did not fit and the one that did fit was stained. I am sending a replacement order free of charge with another size medium shirt. The replacement order is scheduled for delivery no later than July 22nd. Your new order number is 147569199.
I have issued a refund for the size large item. Please allow 3 - 5 business days for the $20.00 refund to be reflected on your credit card statement.
I know the items received are not up to your complete satisfaction but as our way of an apology please go ahead and keep them. There is no need for a return!
If there is anything else I can do for you please let me know.
Best Regards,
Ronda C.
CafePress.com Support Representative
1) What do you think? Did they handle it the right way?
2) Is there anything else they could have done to improve my customer satisfaction?
3) Would this response encourage you to buy something from them?
1. I think that Cafe Press handled this very well. I think that giving you the refund for the shirt that didn't fit in addition to letting you keep the shirt is nice. They could have asked you to send it back. It's nice too that they will send you a replacement of the one that fit but had a stain on it. They could have asked for it back to prove there was a stain or they could have just wanted it back. This shows they want their customers to be happy with their purchase.
ReplyDelete2. The only other thing that would have made it better was to throw in a gift card or coupon or give you a refund on the stained shirt as well. I think what they did was very nice but if they wanted to do more those would be my suggestions.
3. I had never heard of Cafe Press until you posted this blog posting and after seeing how they handled your situation I would definitely order from them. I looked at their website and saw they had neat shirts and knowing that they seem to care about their customers I am more inclined to give them a try sometime.
1. I think Cafe Press handled the issue much better than most. They not only acknowledged they were wrong, but did everything possible to try and fix the situation.
ReplyDelete2. I agree with Jennifer that they maybe could have thrown in a coupon, but honestly I think everything they did covered the issue. I really like that instead of putting you through the hassle of sending back the shirts, they just let you keep them!
3. I have ordered items from Cafe Press in the past and always had a good experience with them. Seeing the way they handled this situation definitely encourages me to use them again in the future.
1. I think they handled this situation extremely well. I agree they did not have to let you keep the shirts or give you a $20.00 refund. They could have just asked for the products back.
ReplyDelete2. I don't think they could have done anything differently. They covered all the bases by giving you a refund and allowing you to keep the shirts.
3. This response would definitely encourage me to purchase from them. As a consumer this response gives me the confidence to buy from them because if anything went wrong they would fix it.
1) I agree that they handled the issue alot better than most companies would. I like the fact that they gave you a refund.
ReplyDelete2)To make it better they could have given you a refund, sent you new shirts, and asked for the messed up ones back. What are you going to do with messed up shirts?
3) This response would encourage me to buy from them.
1) I think Cafe Press did a great job with making the customer happy and solving the situation.
ReplyDelete2) I'm not sure they could have done anything much differently. They could possibly give you a discount on your next purchase, but they did technically give you two free shirts which is very considerate.
3) I would definitely buy something from them. It reassures me that if I am not satisfied with my product, then they will help me get what I want.
1) I believe that they did a great job making the customer happy. They did a lot more than most companies.
ReplyDelete2) I think that they could have added a coupon to sweeten the deal, but what they did was great.
3) I would definitely buy something from them.
1) The first thing you are taught in customer service is to apologize and find out whatever you can do to make the customer happy. Cafe Press apologized, but didn't need to ask to find out what you wanted. They took the initiative, offered a replacement, and a refund.
ReplyDelete2) I think they did everything they could to make you happy. They didn't make you send the shirts back, and they also had already put your shirts in the mail when they emailed you back.
3) Good Customer service definitely encourages customers to buy something from a company. If I found something from there that I wanted to purchase, I definitely would, but I don't know that I would seek out something from there specifically just because they have good customer service.
Wow! Now that's good customer service.
ReplyDeleteThere is not one thing more they could have done to improve my customer satisfaction, except maybe do a quality control check before items are shipped.
This response would cause me to be a very loyal fan and customer to this company.
I am so impressed! I have complained many times to many different types of companies and have never received a sincere response as this. Not only did they apologize, they resolved the problem, credited your card, and let you have merchandise for free. They gave you exact information about when you should expect the replacement along with a tracking number/ID. I'm not sure they could have done much more other than offer a discount on your next purchase. Although, at this point, if it were me, I wouldn't need a discount on future purchases since I made out like a bandit on this purchase.
ReplyDeleteI am pretty impressed with the way that this company dealt with this particular issue. Excellent customer service goes a long way and I would definitely buy from them again because their return answer/policy seemed pretty flawless. It is companies like these who are thriving because they go above and beyond to make sure the customer is happy. Although there was a stain on the shirt, every company has their moments of imperfection and as long as it didn't happen again, I would continue to order from them. Another company who is great at customer service like this is Starbucks. They made me the wrong drink one time and made me a new one (free of charge, of course) and let me keep the "messed up one" AND gave me a coupon! Therefore, I will always choose starbucks over another coffee company!
ReplyDeleteI think they definitely went above and beyond for customer satisfaction. I do not think they needed to give you both the refund and let you keep the shirts, but it showes they care about their customers. Being in the retail area of companies, customer satisfaction is very important. If I was in that situation I would definitely continue buying from them, and even go out of my way to purchase from them because I know they are loyal. I have had issues with customer service many times, and I do not like goin back down that route.
ReplyDeleteAfter reading this it makes me what to buy from them over other T-shirts sites. They seem like a very generous, loyal company that I can count on.
I definitely think this company handled this in the right way! I work at Chick-fil-A and this is always how we handle complaints. They apologized that the product was not to your satisfaction and did whatever they could to make things right in order to keep your business. It’s always easier to keep a customer than to get a new one! I don’t think that there is really anything in specific that they could have done to improve your satisfaction per say.. except maybe refund you for both shirts, but that would be a little excessive. This response would definitely encourage me to buy something from them. This just goes to show that if something is wrong with their product or their service, they are going to do whatever possible to correct it. That says a lot about their good character.
ReplyDeleteI think Cafe Press handled this situation better than most companies would. I've been told several times by companies that "there's nothing we can do" and was forced to keep the product and deal with the fact that I would have been better off just throwing my money out of the window. I think their solution was good enough, if they did want to go above and beyond they could have offered a discount or free shipping on your next order. I would definitely continue purchasing from them if I received this response; good costumer service always keeps me coming back.
ReplyDelete