Sergio writes in to gush about exchange service he received for Bogs waterproof shoes. The pair he ordered didn’t fit right, and the company sent him out another pair immediately, not even requiring him to send back the original order.
I ordered a pair of Bogs waterproof shoes that had an odd fit (marked as my usual size but felt a size and then some larger) Checked the manufacturer’s site and noticed a “100% Customer Satisfaction Guarantee” and figured I would drop them a quick message hoping maybe I could get a discount on a future purchase.
Not more than an hour later I got an e-mail from Dustin at their customer service department asking me for my mailing address so that he could send me the next size down at their expense. When I wrote back to provide my address, I mentioned I would be happy to send the original pair back, he wrote back and suggested that I donate them to a homeless shelter…
Amazing customer service — quality product — and socially conscious.
I’m not what I would consider a “brand loyal” consumer, but they have made a client for life.
Hey, customer service managers, see what kind of loyalty you inspire when you don’t get “bogged” down in penny-pinching?