The tale of two customer relation departments

[bill_schubert]

PetsMart set me up with an online order and local pick up of a harness for Toby.  Of course have never had a 5 pound dog before I got the wrong size.  I called and they said "no returns".  After long and arduous search I found one line in very small print that indeed said no returns during Covid times.  I hit them on Twitter and was told that the policy would be relaxed and the returns window would be extended intimating that one day I would be able to return the harness.  It is now hanging in my closet.  

My thought was: Why is it more dangerous for your employees to take back product than it is for me to take it from you?  

Roll forward to last week's thunderstorm.  Turns out Toby reacts as some dogs do (Zoey does not even wake up unless we do) and gets upset.  Queue the thundershirt purchase.  I went through Chewys.  Of course have never had a 5 pound dog before I got the wrong size (note the trend... I'm not getting smarter, just older).  I sent Chewys a support note requesting a return and an hour later got this:  Thanks for reaching out. I’ve processed a refund for you and you’ll see $48.66 post back to the card used in 3-5 business days. Rather than sending this back to us, please donate it to your local rescue or shelter if it can be used, or safely discard it if you feel it’s unusable.

Freakin' genius.  Their manufacture cost is probably $10.  It has the Chewy label prominently displayed on it so whoever gets it will forever be aware of where it came from.  So that is sticky advertising for $10.  AND, of course, I raved on Twitter for all three of my followers, or however many there are.  AND they don't have to worry about the return being covered with virus spores.

AND, of course I bought a replacement so they still make direct money off me.

I understand PetsMarts' position.  Don't necessarily agree with it and love them no more for it.  But Chewy's nailed the whole thing.

Comments

[mrdreamjeans.livejournal.com]

I sometimes I don't understand why some businesses survive and others don't. I purchase Georgie's food through Chewy.com and have been very happy with their customer service. I won't buy anything at PetSmart since they rudely declined to groom Georgie because he wouldn't stand throughout the grooming process. They had groomed him before; but, the vets they use to determine their business practices changed policies that made it impossible for Georgie to go there! I am definitely not a fan of Pet Smart, Petco and other similar companies. Thanks for outlining the clear differences in customer service between these two companies. It's not unusual to purchase the wrong size collar, etc for a dog that is new to you.

[bill-schubert.livejournal.com]

The only reason I went to PetsMart was convenience. I want it NOW syndrome. Turns out a neighbor had a harness she gave us that fit perfectly and we'll likely never need another.

I like walking through PetsMart and looking at stuff. It is more fun than looking online and Zoe likes to sniff. But I don't so much like the chain. And have never been in Petco due to the whole puppy mill thing.

[susandennis]

what an amazing comparison. this is actually not the first time i've heard a fab chewy customer service story. i need to make more of an effort to give them my biz

[seattlejo.livejournal.com]

Chewy is amazing. It's the zappos of customer service.

As far as Petsmart, you are absolutely right. "My thought was: Why is it more dangerous for your employees to take back product than it is for me to take it from you? "

We're seeing that a lot in the Peloton community, as they've been shipping bikes out still despite the pandemic. A small percentage of these stupid expensive bikes have broken right after delivery. And the company is refusing the fix until things are more settled.

And people are pissed. Evidently when you buy a $2500 bike you expect to ride it, not just use it as a coat rack?

[bill-schubert.livejournal.com]

I feel much better about not buying Peloton. Not that I ever would have. I just gave away my static stand that I intended to use for hip and knee therapy but did only a couple of times. I just hate not moving and no distraction has ever managed to get me beyond that. Of course I'm not doing anything near the level of spinning class and I've got neighborhoods and streets with hills enough here.

But that would piss me off no end to spend money like that and be stiffed.

[seattlejo.livejournal.com]

I love my treadmill, but I never would have bought it, and it makes me sad to consider the payments my husband is making to make me happy. So i make sure to use it and it's been a godsend during the virus shutdown.

[msconduct.livejournal.com]

I'm always amazed by US customer service. Buying things there is like a warm bath. Buy something and just don't like it? It's out of the packaging and used? No problem! Here if you tried that you'd be laughed out of the shop - no returns unless the goods are faulty. Also, free shipping for returns, even if faulty? Forget it! And then there are the lengths customer service people go to (at least in my experience) to find you something out the back, get in a size they don't have from another shop, and that kind of stuff. And they're so polite about it! American visitors to NZ talk about how friendly Kiwis are, but I can tell you your customer service people are WAY more polite than ours. I always want to seize Americans I see complaining about their customer service by the lapels, shake them, and yell "YOU DON'T KNOW HOW LUCKY YOU ARE!" in their faces.