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Thanks, to a really helpful associate!
I've been ordering nutritional supplements, food and health care products from [mod edit: a healthcare retail site] for a long time. I think I started with a catalog before I switched to online ordering, it's been that long. Service is always good, prices are excellent, shipping is $4.99 flat unless you purchase over a certain $ amount, then it's free and the products come pretty quickly.
We go through enough coconut oil that I decided to quit with the namby-pamby 54 oz. jars. Last week I decided to order a gallon pail of organic, *extra*-virgin coconut oil. Early this week I received a gallon pail of organic, virgin coconut oil. No *extra*. What I ordered was $74 and what I received would have been maybe $60 or so. This is literally the first time in over 10 years that I've received something other than what I ordered. No problemo. I figured I'd call, they'll send the correct item, probably after sending me a mailing label to mail this other stuff back to them first.
The associate that took my call seemed to have a little bit of a hard time understanding me. She thought at first that I ordered what I received and was now changing my mind but then she understood when I explained again and then she apologized several times.
I then told her kindly to please stop apologizing. I explained, "I've been ordering from your company for over ten years. I've never had a problem. This isn't a problem. This is just 'one of those things' and these things happen. But I would like to switch these items out."
So the associate said, "oh okay. I've put in the order for your extra-virgin coconut oil. Please let me know if you end up receiving the same thing because that means the mis-pick is stemming from us having the wrong product in the bin."
I said, "Okay. Now as far as sending this back, can you email me a mailing label?"
She was quiet a moment and said, "You can just keep that. We're sorry for the inconvenience."
I was stunned! "But...this is still a pricey item! Are you sure? I really don't mind sending it back and it's still sealed (the item comes in a miniature drywall bucket - you can tell by looking at it the seal is not broken - and how does she even know I'm telling the truth?)!"
She said, laughing, "I'm sure. You're a valued customer."
I replied, "Oh...thank you so much! Thank you, thank you!"
I use coconut oil for shakes, eating, cooking and for all-over body moisturizing. It is, to me, a little miracle superfood. I was just planning on making homemade body butters using coconut oil and now with this nice little unexpected 'gift' from [the company] I can use it for that purpose or for some frying of vegetables!
We go through enough coconut oil that I decided to quit with the namby-pamby 54 oz. jars. Last week I decided to order a gallon pail of organic, *extra*-virgin coconut oil. Early this week I received a gallon pail of organic, virgin coconut oil. No *extra*. What I ordered was $74 and what I received would have been maybe $60 or so. This is literally the first time in over 10 years that I've received something other than what I ordered. No problemo. I figured I'd call, they'll send the correct item, probably after sending me a mailing label to mail this other stuff back to them first.
The associate that took my call seemed to have a little bit of a hard time understanding me. She thought at first that I ordered what I received and was now changing my mind but then she understood when I explained again and then she apologized several times.
I then told her kindly to please stop apologizing. I explained, "I've been ordering from your company for over ten years. I've never had a problem. This isn't a problem. This is just 'one of those things' and these things happen. But I would like to switch these items out."
So the associate said, "oh okay. I've put in the order for your extra-virgin coconut oil. Please let me know if you end up receiving the same thing because that means the mis-pick is stemming from us having the wrong product in the bin."
I said, "Okay. Now as far as sending this back, can you email me a mailing label?"
She was quiet a moment and said, "You can just keep that. We're sorry for the inconvenience."
I was stunned! "But...this is still a pricey item! Are you sure? I really don't mind sending it back and it's still sealed (the item comes in a miniature drywall bucket - you can tell by looking at it the seal is not broken - and how does she even know I'm telling the truth?)!"
She said, laughing, "I'm sure. You're a valued customer."
I replied, "Oh...thank you so much! Thank you, thank you!"
I use coconut oil for shakes, eating, cooking and for all-over body moisturizing. It is, to me, a little miracle superfood. I was just planning on making homemade body butters using coconut oil and now with this nice little unexpected 'gift' from [the company] I can use it for that purpose or for some frying of vegetables!
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