Thursday, December 12, 2013

Customer Service Par Excellence!

I have a fantastic story of customer service, folks.

Every year about this time, we order gifts for our grandkids (as do millions of other grandparents). What we have chosen to do is give gifts from online companies offering toys and such for kids with a scientific or educational theme. Brain teasers, science kits, puzzles, etc., all age specific.

The company we have settled on is one called Mindware.

This year, we ordered as usual, and one of the items we ordered had two separate boxes, one for patterns, and one for pictures. A magnetic mosaic kind of thing. The online catalog had three different order numbers, with one being for both boxes. We got that one.

But when the order came today, someone had mistakenly put two of the same type into the shipping box, meaning we didn't have the second one, for patterns.

So, we called their customer service to correct the error, expecting to get a return authorization and shipping label to return the wrong box.

Nope, didn't happen. Instead, as she set up the order to have the correct item shipped to us in just three days, she told us to DONATE the mis-shipped item!

Yes, you got that right, they are allowing us to keep the item that was sent by mistake, on the proviso that we donate it to a charity that will give it to a needy child for Christmas!
We have decided to donate it to Toys for Tots, run by the US Marines, which is being collected at my office this year.  (Every year, in fact)


I am SO impressed by this company, I want all of you to share this story, because for a company to actually push donation as a solution to this kind of error is unheard of, and I think a wonderful solution it is!

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