Wednesday, January 13, 2010

Customer Service

I've had 2 recent customer service returns experiences that were very different and wanted to share.

I'd bought some scented oil and an oil warmer from Yankee Candle during their recent sale. I tried it, and decided I'd take back the unopened oil since I much prefer the candles. The cashiers were so warm and wonderful and made me feel like an extremely valued customer. They told me to even bring back the opened oil and they would exchange it as well. I walked out of the store feeling super special.

Then I tried my Oreck steam mop that I'd bought and wanted to return it. However I'd passed my 30 day trial period due to holiday travel and bad weather. They told me that there was no way I could get a refund. I called the Oreck company and they said they could take it back with a 20% restocking fee and I'd pay shipping, so it would cost me $50 to return it, and I decided to keep it.

It was just interesting to see the differences in customer service and generating customer loyalty and satisfaction. Any one else have any experiences to share?

I'm not in any way affiliated with Yankee Candle or Oreck


  1. Good customer service makes all the difference in the world. I have an Oreck too but haven't tried the mop. It was my parents but I ended up with it. It was at least 5 years old but still worked just fine. It smelled really bad however and I brought it in to see if there was something they could do. They exchanged the bag part (not the disposable bag but the outer part) for free and gave me some window cleaner and bags. The store is now gone and I hate to think that I will have to call or go online because I know I won't get the same service.

  2. Such wonderful customer service can be quite rare and I am sure it made you want to go back there again to shop. :)


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