Hooray for Smartwool!

[Becky]

This thread could go several places- Wool Weenies, Apparel, Winter Clothing- but it's going here, mostly because it's about customer service.

A few weeks ago, I placed an order with Smartwool. When my order arrived, I was dismayed to find that the pants I'd ordered had been sent, but two sizes too big! I called Smartwool customer service (CS), and a very helpful woman tried her best to find a solution to the problem. But alas, the item I'd ordered was now discontinued, and the size I needed was unavailable. I resigned myself to shipping the too-large pants back for a refund, and searching elsewhere for a similar product

Imagine my surprise when today, 3 weeks later, I received a package from Smartwool. I hadn't ordered anything recently- what could it be? My pants- in the right size! I don't know how or where they found them, but someone did and took the time to resolve the issue. Most companies would have just refunded the money, and forgotten about the customer. But Smartwool did the legwork to make this right. Not only do they have awesome products, but their CS is top-notch.

Just wanted to share....in this era of lousy customer service, I think it's important to recognize the companies who get it right. That's all.

[malkin]

That's great!
Isn't it a pity that good customer service is so rare!