Consumers Speak: Spicybrown.com Rocks

<!––>We’re really going to have to change our tagline to “Consumers suck up”. We’ve receive yet another excellent endorsement for a company’s customer service… this time, online t-shirt retailer Spicybrown.com, who sell a variety of Japanohydrocephalia-brand merchandise. Also, the adorable Tofu robot t-shirt to the left!

Loyal Consumerist reader Amanda Montague writes in:

Hi there. I’ve been reading Consumerist daily for a little while now, mostly for the schadenfreude, but a little bit to find out which retailers suck the hardest. I haven’t had a really bad retail or customer service experience lately, but I have had a really good one so I thought I would tell you about it just for shits and giggles. This is actually a really small online merchant and I know you guys usually take on the bigger gorillas, but I would just love to send some traffic to this store because I haven’t had this good an experience for a really long time. The store is called Spicy Brown (spicybrown.com) and they sell t-shirts and a few other items of their own design. They also have some recipes on their site (which I haven’t tried). I’m not sure, but I think the store may be run by one guy, Scott Brown. I especially recommend looking at their “Sushi Neko” collection which is so adorable it makes me want to cut myself.

More girlish enthusiasm after the jump.

I don’t even have an interesting story for you about this store, just consistently fast and polite replies to emails, good service, fast shipping (I placed two orders and both times received my items the day after placing my order), and a great product. If you want the longer version here it is:

When I first discovered the store (through bazaarbizarre.org), they were showing most of the items I was interested in as out of stock. I sent an email asking when they would have some of the items back in and got a response within an hour from Scott Brown asking what specific items I was interested in. Yada, yada, basically I exchanged several emails with Scott Brown over the course of an evening and got a response to each one almost right away — then the next day, I got an email from him thanking me for pointing out that some items were showing out of stock because there was a problem with their e-commerce software and the items I wanted actually were in stock. I ordered right away and got my t-shirts the very next day. Of course such fast receipt has a lot to do with the fact that the shipping site is pretty close to where I live (southern California), but obviously the items were mailed the same day that I ordered. When I got them, the shirts were so completely awesome that I ordered a couple more items for a friend’s birthday and again got them the next day after I ordered… and received a very nice thank you email from Scott. I also got a thank you from him when I wrote a positive Yahoo! merchant review.

Basically, I’ve just had exactly the opposite of the experience I usually expect when dealing with retailers, especially online, that (even at the risk of Scott thinking I’m stalking him) I wanted to praise this store to someone who might actually send some business their way. Here’s hoping!

Comments

Edit Your Comment

  1. flyover says:

    I tend to find the smaller online merchants typically offer far superior customer service.
    I recently had a similar experience with the Ubiquity Records merchandise guy. I had purchased a t-shirt for a friend’s birthday and had questioned about adding a gift receipt. Received a personal note from one Andrew Meza explaining while they don’t have that option, they would be happy to exchange the shirt if needed, at their cost. The shirt also comes with a mini-CD sampler on the tag.
    http://www.ubiquityrecords.com/mens_main_frame.htm
    http://www.sappycards.com – This guy dropped the cards off where I work, to save time & money shipping, and around the holidays, no less.
    Have always had great service from http://www.ghostly.com as well.

  2. The Unicorn says:

    When I ordered an awesome Journey-lyric tank from Miss Wit (http://www.misswit.net/goodtimes.html) I had a similar experience. But the cynical side of me points out that it’s not too surprising that Person Who Designs, Prints, and Ships Out X Product would have a more hands-on approach than Amazon Customer Service Drone #759.

    Maybe the internet will revive the old-timey era where vendors and consumers had personal interactions, where loyalty was a big issue, and what-not. What I definitely *do* know is that Miss Wit has awesome tees, and it was really refreshing to know that I was corresponding with a real person during the ordering process.

    The guys behind Homestar Runner also have very personal, helpful customer service. My boyfriend bought a tshirt for me, it was the wrong size, they discontinued it — but when he called them, they agreed to put the right size on hold for him (since they still had a few left), and they paid the to ship it out the second time.