I ordered a Super-Ego (black-steel-sapphire) with a reflective strap and a secondary cork strap plus a Brain Cell - late last week. I requested the first strap get a seat-belt buckle as I was planning to have the reflector strip on 90% of the time but a more subdued cork strap just in case the shiny reflector strap was not appropriate for when certain people might be where my business takes me. the reflector strip was my first choice by a long shot and i wanted to have the seat-belt buckle on that for a reason.
I ordered everything via 3-day select since i live on the east coast and needed it by this weekend for sure, instead of going ground.
I received everything today and the super-ego was there, the right brain-cell was there, but the strap on the bag was a cork strip, with a seat-belt buckle on it. tucked in the back pocket was a reflector strap with a plastic buckle on it.
Not a big deal. They reversed my primary and secondary strip requests - the paper receipt in my bag confirms that I ordered it correctly.
So I call up and explain on voicemail. I get a voicemail back from the man himself.
I called back, he went over the situation, I verified that he understood the mix-up correctly, and he said to make things right they would send me a reflective strip with a seat-belt buckle and a cork with a plastic buckle and i would send the two strips i had back with their pre-paid service . I agreed, as that would make the original transaction correct.
So I get my shipment notification and it is shipping ground. I paid over 200 bucks for a bag and then paid for faster shipping, and after a screw-up i get ground shipping back to me? it makes a difference to me is because i live on the east coast.
when a customer spends extra for faster shipping it is for a reason. i wanted my stuff for before this weekend when i am off to go somewhere. now with ground i will not get it till at least 5 business days.
i am surprised that to correct their own error, they decided to cheap out. while a purely cosmetic change that is not so significant and i will be just fine in all reality - i am not that shallow, it was a noticeable thing because of reading of the unbelievable amazing customer service the company gave on various forum posts.
i order a ton of stuff online - having built several pc's over the last few years to ordering 90% of my xmas gifts online, even some of my own clothes, etc - i shop online a lot.
ive had other companies screw up once or twice on delivery - and this is completely normal. mistakes happen and this is not brain surgery where a margin for error is unacceptable - i screw up at work, we all d - but to make things right they shipped the correction out to me fast as heck. now THAT is amazing customer service. this was just good customer service. so that disparity stuck out vs the reputation of this company, and felt it was worth a mention.