So, do you remember the recent post I wrote about vitacost and my love for their company? Well, my love came to a screeching halt the other day because I decided to order a bunch of laundry and cleaning products, like I mentioned in the post. Unfortunately, the Seventh Generation Laundry Detergent wasn't packaged properly, and it spilled on everything in the box. Few things are more disappointing than a wet, soggy, slippery box. Oh, and a box of ruined fabric softener sheets. Thankfully the soap and dishwashing detergent were packaged in plastic and not ruined.
That did not make me a happy camper. In fact, I was really irritated.
Later that night, I decided to call customer service and see if I could return the box of damaged items for new stuff. I was on hold for about 2 minutes when a recording came on telling me that if I didn't want to wait on hold, I could enter my phone number and a customer service representative would call me back. That was the number one smart thing for them to do. I hate waiting for customer service. Every minute that ticks by makes my heart starts racing even faster and I get irritated. Even if I'm not that upset to start with, I don't appreciate companies with poor customer service (cough, charter, cough).
So, instead of waiting on the phone with my frustration growing by the minute, I decided to hang up and let them call me back. When the phone rang about 15 minutes later, I had actually forgotten that I was waiting on the call and was ready to talk like a civil person!
I explained my problem to the very understanding and sympathetic customer service representive. Before I knew it, she was putting in a replacement order for the laundry detergent and fabric softner sheets. Free of charge. And I didn't have to deal with packaging and shipping back the messed up items. Thats it, it was that simple. No haggling, no yelling, no pulling of hair. I called late Tuesday night, and the new items should be on my porch around 1 pm today.
Now, that is customer service I can appreciate.
P.S. – I was able to salvage and use a few of the dryer sheets, and I love them! They reduce static cling and make the clothes soft without feeling slimy and smelling like fake flowers. They're chlorine free, unbleached, recyclable, and biodegradable.
UPDATE: I just went home, and indeed, the package had arrived. Unfortunately, there was only air packets in the box. Thats right, no laundry detergent. No dryer sheets. Only an invoice and air packets. After I called, they're over-nighting a replacement … we'll see what happens.