Go Big, Go Gnome, Go Glarkware

Josh tried to buy his girlfriend a “Go Big or Go Gnome” shirt from Glarkware.com, but they sold out before they could ship the shirt. Leah from Glarkware emailed Josh and offered to either issue a refund, or send a different shirt. Josh picked out a different shirt, but come on, what could replace a “Go Big or Go Gnome” shirt? Right, nothing.

Josh asked Leah to let him know if she received any more “Go Big or Go Gnome” shirts. Three months later, Josh got an email…


Leah told Josh there would be no more gnome shirts, but that tucked behind a different shirt, she found an extra gnome shirt in the right size. Rather than sell the shirt on Glarkware’s website, Leah gave Josh the right of first refusal. Josh grabbed the shirt, because nothing beats a “Go Big or Go Gnome” shirt.

Josh’s girlfriend emailed us with the story:

Back in February, my boyfriend Josh wanted to buy a shirt from Glarkware.com, and I asked him to get me the “Go Big or Go Gnome” shirt while he was placing an order. (The shipping from Canada adds up, so it would be much more economical to combine our orders.) He placed his order and waited for the two shirts to arrive. Soon, however, he got an email from Leah at Glarkware informing him that the Gnome shirt had apparently sold out in my size before they could ship it. Leah apologized and offered to substitute a different shirt (or the same shirt in a different size) or else she would be happy to refund the cost of the shirt to Josh’s card.

He chose to get me a different shirt instead, and asked about being notified if the shirt came back into stock. Leah replied:

We will be reprinting the ‘gnome’ tee in the future, however it *may* be redesigned before then.We won’t be doing that though, for a while. We have to sell out, or get close, before we do all that.

She apologized again and instructed Josh how to sign up for notifications via the website for when the shirt came back in stock. Fast forward to three months later, when Josh received the following email out of the blue:

Hi Joshua,

I’m not sure if you are still interested in the ‘gnome’ tee [in my specific size], but I just found one tucked behind another shirt on our shelf. I thought I would ask you if you wanted it before I made it available on the site again.

It turns out that we probably will not be reprinting the gnome tee after all (redesigned or not), so if you would like this one let me know and we can make arrangements together.

Yours, Leah

Now THAT’s great customer service. And yes, he decided to order me the shirt, even though the original occasion for which I wanted to wear it was past.

— CAREY GREENBERG-BERGER

Comments

Edit Your Comment

  1. mantari says:

    What would be awesome is if small to mid sized companies would employ some sort of customer intelligence system to be able to track and take advantage of special requests and situations such as this.

  2. Lula Mae Broadway says:

    What’s not to like about a company that sells an “I (HEART ICON) Irony” shirt?

  3. Buran says:

    @mantari: What would be even more awesome would be websites that tell you that something you want is out of stock so that you don’t waste your time in the first place.

  4. mantari says:

    @Buran: True, but for companies of all sizes, hey, things fall through the cracks. Big and little companies alike. What I’m saying is that it would be nice for small businesses to have some sort of way of tracking customer needs and/or special requests (even if due to a mistake), so that when an opportunity arises, they can meet what would otherwise be a customer need that has no visibility.

  5. SRSco says:

    @Lula Mae Broadway: I’m with Lula Mae on this one, assuming Lula Mae is being sarcastic. Anybody who buys this crap deserves shoddy customer service. Now, when the hell are the Snorg Tee girls gonna get off my Gawker Blags?

  6. yvette says:

    I had a similar good-customer-service experience with Glarkware late last year. I ordered a “Good Grammar Costs Nothing” t-shirt, and it arrived in good time. Unfortunately, it had a big ladder up the back of the shirt (a flaw in the fabric, I think). I emailed them, and Leah got right back to me, saying I shouldn’t bother sending it back, and offering me either a replacement shirt of the same kind (when they came back into stock) or a different shirt for free. I decided to wait for the same shirt, and it arrived in the post (to Australia) about 6 weeks later in perfect condition. Big ups to Glarkware.

  7. cac67 says:

    @Buran: It wasn’t out of stock. They had 1 left, they just didn’t put it in the right place when they were setting up their stock.

  8. oneTee says:

    I have a t shirt company and I use CafePress. Two of the great things are the customer service (30 day money back guarantee) and since it’s print on demand, there’s no such thing as out of stock.

  9. texasannie says:

    I’m not a bit surprised by this story. I’ve bought several shirts through Glarkware and always received excellent customer service and products.

  10. rachmanut says:

    I dig the daily show and colbert report inspired tees. i know just what i’m getting a bunch of people for their birthdays now.

  11. lilyHaze says:

    I have that grammar shirt too, and I absolutely LOVE it. I thought it was going to take a super long time (because of the cheapest s&h and the Canada thing), but it shipped very quickly.