Sunday, March 10, 2013

Business: Bath & Body Works exceptional online customer service

Buying over the Internet may be comfortable and easy, however I've always preferred to go to a physical store to smell, feel, try, taste, and touch to make sure I know what I'm buying.

Recently, one of my favorite scents at Bath & Body Works was discontinued. I didn't know about it until I went to the store to check out their sales and didn't see the product on the shelves. The salesperson was quick to point out that the rest of their inventory had been put on a major 75% sale but there was nothing else available on that specific fragrance. He offered to call other stores and find out if they had anything left, but I didn't think it was worth the trouble. He mentioned some of the items may still be available on line, though.

So there I went, on line searching for the remnants of a favorite fragrance. It was actually still on sale, so I ordered the product, very happy because I could stock it for a while until I found another fragrance to substitute the "discontinued" one.

Very fast, quick service on line, great communication, and soon I got the message the product was on its way via FedEx. With the tracking number, I knew the day the package was arriving and since I was home all day, I would be able to get it right away as soon as it was delivered.

To my surprise and disappointment, I realized FedEx tracking accused the delivery of the merchandise around 7 pm. I was on line at 7:10 pm and had not heard any knocking on the door. I went outside looking for the package and it was nowhere to be found. There is another house in the vicinity with a very similar address as mine, so I went there to see if the package was delivered to the wrong address, and still no signs of it.

Frustrated, I contacted FedEx and explained what had happened. The rep said the package was delivered and there was no way for them to trace it back whether or not the driver delivered in the right door, and I should contact the seller, since there was nothing they could do to help me. I immediately sent an email to Bath & Body Works explaining the situation and my conversation with the FedEx rep. A few minutes later I received a response that they would investigate it. Early the next day, I got another email apologizing for the missed merchandise and informing me that they would be mailing another order right away free of charges.

No hassles, no delays, no issues! Three days later I finally got my package! It was the fastest, most rewarding customer service experience I've ever had on line! Kudos to Bath & Body Works. Great way to keep a customer happy, satisfied and loyal!

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