Saturday, December 8, 2012

we interrupt our handmade Christmas for a note on customer service...

Those of you who have been reading my blog for awhile may remember my Dear Alan post on the umm virtues of customer service.

Today I find myself in the same position, but this time with Fire Mountain Gems. Can we say an entirely different experience?!

Check this out....
Dear Dana,
Thank you for your email. We sincerely apologize the package we sent you was shipped via USPS to your physical address which may cause the package to be returned as "No Mail Receptacle". We have initiated a correction order for a replacement package to be sent. Your order confirmation number is xxxxx (cause you don't need to know that lol). We have also noted your account that in the future all Best Way Select orders need to be shipped via FedEx Ground if shipping to your physical address.

This package will be shipped via USPS Priority Mail with a signature required, courtesy of Fire Mountain Gems and Beads. You will receive an automated email containing shipping and tracking information when the package is picked up. This shipping method generally arrives within 3 – 5 days; however it can take up to 14 days from the date of shipment.

The order invoice you receive will state 'Amount Billed'. This notation is needed for our internal accounting purposes. Please be assured that you have not been charged a second time for these items.

We look forward to serving you in the future. If you should have any further questions or comments, please feel free to reply to this email. You may also contact us via Live Chat by clicking the button below or contact one of our friendly Customer Service Representatives at 1-800-423-2319 during regular business hours.

Best Regards,

e-Service Contact Center
Fire Mountain Gems and Beads

Not only did they get MY name right, but THEY initiated the correction and took steps to prevent it from happening a second time. I NEED to put them on my Christmas card list :) at least Tamara. And Wal Mart could take a page from their book on customer service, because that's how you do it! Kudos to Tamara and Fire Mountain Gems!

Til next time!

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