Apparently, great customer service isn't dead...
Jeanie and I both love Cella Dark Chocolate Covered Cherries. We like that they have clear liquid centers rather than the gooey center in most chocolate covered cherry cordials. The Cella milk chocolate covered cherries are easy to find, but the dark are really hard to find.
So, I went looking on the Internet, and found a number of vendors. I chose to purchase from Groovy Candies because they had reasonable prices and seemed like a decent company.
The ordering process on their web site was quick and easy, and delivery was prompt.
Unfortunately, the product was not satisfactory. The candies appeared to be old - the chocolate had started turning white, and the centers were thick and gooey.
Considering they were purchased as a Christmas present for Jeanie, it was doubly disappointing.
I decided to go back to their web site this morning to look at their policies. There was no stated policy regarding customer satisfaction, but there was a feedback form. So, I decided to leave some feedback.
I started out complimenting the company on their ordering form and their delivery. I then commented that I was disappointed in the product, and explained what the issues were. I didn't ask for any action - I just wanted them to know. Mind you, this was today - New Year's Day.
Imagine my surprise when we received a telephone call from the company this afternoon! The representative told me that he had read the feedback, and was deeply sorry for our disappointment. He indicated that even though the expiration date was still nine months away, I wasn't the only customer who had indicated that there was a problem with this particular product. Without any prompting from me, he assured me that I would receive a full refund - product AND shipping! And, said they would send us another box of cherries once he got things straight with the manufacturer - Tootsie Roll.
Amazing!
Needless to say, next time I want some hard to find candy, I know where I'll order it from.
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Posted by David at January 01, 2007 08:31 PM