I ordered some stuff from Drugstore.com. Just assorted this-n-that, some space bags for my yarn stash, some kid shampoo, and…four bottles of Method laundry detergent because it was on sale. Usually $8, now $6.75? SHIP IT! (Lord, I love the ‘fresh air’ fragrance – I’ll buy darned near anything that smells strongly or lightly of lavender!)
So last night (yes, on Halloween!) a UPS truck roared up, dumped a huge box on my porch and fled.
This morning, I opened the huge box. Hmm. That’s weird. I’ve never known Drugstore to put a little box in a big green plastic bag, and then put that into a bigger box…wait a second…pungency?...outer box does not say Drugstore.com all over it?…inner box is darkened with some kind of liquid damage!?!?!...
One of those bottles of Method had sprung a leak and oozed half its contents all over the inside of the box.
Now, everything in the box except for that one bottle of detergent and was OK – just needed a good rinsing off. Irritating, but not fatal. But still! So I got on the horn with Drugstore and, after the all-too-typical maze of can’t-get-past-it voice mail (if you’d like more help, say ‘help’, if you’d like to hear our return policy say ‘return’ if you want to hear our jingle again, say ‘jingle’…four hours later, you finally get the option of saying ‘agent’ – and if you try to say ‘agent’ before that, the pleasant female voice says, “I’m sorry, I didn’t quite catch that – would you please repeat it?” ARGH!)
But eventually, I got an agent.
About five minutes later, I got an email saying that a new bottle of Method and fireplace log were on their say, 2nd day shipping.
Yes, it was irritating and yes, on the whole, I’d rather have just opened the box, put stuff away and gone on with my life.
But I just have to say, I’m darned pleased with their response. It’s about the first pleasant customer service experience I’ve had since…uh…well…hmm. Seems like any time I’ve had a problem with an Internet purchase, I’ve either ended up sending endless emails without response, or sat on hold for hours and hours only to be told something like, “Oh, well, you would need to send it all back to us by, uh, yesterday – as it clearly states (in three point font somewhere on page 400 of our disclosures) on our website, if you don’t return it the same day you get it, we aren’t responsible for it.”
Essentially, in exchange for a shriek of “EEEEEEW!”, a few minutes spent rinsing off assorted bottles, and a call to an 800 number, I’m getting a ‘free’ half bottle of Method.
Given that I will spend thirty minutes (or more) sharing my opinion of such fascinating topics as baby wipes for $5, that’s a darned good deal.