Libbey Offers Stemless Wine Glasses, Flawless Service

Mark bought a set of a dozen stemless wine glasses made by Libbey, but discovered that one of the red wine glasses was missing when he unboxed it. He contacted Libbey to see about obtaining a single replacement glass. This was no problem for Libbey: they promptly sent him another set of twelve glasses to make up for the oversight.

I thought I’d send you an e-mail about a positive experience I had with Libbey, a company that makes glassware. I recently purchased a condo and I decided to stop by a Ross a few weeks back to see if I could find any good deals on some house ware I needed (Including wine glasses). I found a set of 12 stemless wine glasses for about $13. When I got home and unpacked the box I noticed one of the red wine glasses was missing. The store told me I could return it for a refund, but they had no more in stock. A quick search online showed me that the cheapest I could find the set for was $35 + shipping. I decided just to keep the 11 glasses. I checked to Libbey website to see if 1 replacement glass could be ordered, but they only sold sets.

I figured it couldn’t hurt to e-mail them so I sent a short e-mail explaining the situation and asked if there was any way I could order just one replacement glass. About 3 days later I received an e-mail from Frances in consumer marketing. She said to give her my shipping address and she would send a replacement. Today when I arrived home a large package was waiting. Instead of just 1 replacement glass, she had sent me a whole new set of 12 glasses. I sent Frances a thank you e-mail today telling her she went above and beyond what I expected.

Wine tasting party at Mark’s house, everyone!

Comments

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  1. SaltWater says:

    Wow! This is monumental.

  2. Mr. Fix-It says: "Canadian Bacon is best bacon!" says:

    We’re big fans of Libbey, since we started ordering their glassware as raw material for my step-father’s custom laser-engraving service. Glad to see that their customer service is so awesome.

  3. Straspey says:

    This does not surprise me.

    I have purchased glassware from Libbey in the past and have always found their customer service to be exemplary.

    As a result of his experience, Mark will not only be a lifelong Libbey customer, but he will highly recommend them to anyone else who will listen to his story.

    Good for Mark – Good for Libbey.

    Also – FWIW – The quality of Libbey’s glassware is outstanding and I am still using a large set I bought from them over ten years ago.

  4. DocOtter says:

    Good customer service, and probably less of a hassle for Libby. As usual, good customer service benefits everybody, and any company that can see beyond the next quarter knows this. Libby obviously does.

  5. jen says:

    That is great customer service and all, and I guess it was probably harder for the company to find one stray glass and package it than it was to send a whole other box of 12 – but for me, getting 12 glasses when I really just wanted one sounds like it would clutter up my house. It sounds like the OP was happy with the solution so maybe he has a use for the extra glasses, but I wouldn’t have room for them in my cabinet…I’d be wondering what to do with the other 11 of them.

    • DocOtter says:

      I think the sets of glasses are the same, or maybe they aren’t. The OP is unclear if he received an identical but fully equipped set. However, Ross usually gets overruns, old models, misorders, and the occasional defective item(I have a pair of Ralph Lauren jeans from there. Their crime? The measurements are mislabeled on the tags.) So its possible the new set Libbey sent is a higher quality, newer model set of glasses superior to his original purchase.

      • madmod20061 says:

        This was my story. It was the same exact set. What I did was replace the one missing glass and put the rest in my storage in case I ever lose/break a glass. 23 wine glasses would be too much clutter to keep in my kitchen cabinet, but 12 is a good number.

        • Fineous K. Douchenstein says:

          I was going to say that I’d store the rest as replacements for breakage, but it seems I’m not the only one who thinks ahead. Congrats to you!

  6. HoneyB says:

    What i find interesting, is this is a fantastic concept for Red Wine, but for white it’s horrid, as you don’t want your body to heat up white wine, you want it cold…

  7. axhandler1 says:

    What great customer service. I’ll be looking into buying glassware for a new apartment soon, and guess which brand I’ll be looking at first?

  8. birkie says:

    This is good, but I am still a bit upset at Libbey for acquiring and shutting down the Syracuse China Company (well, sending production overseas), even though it was still profitable.

    Syracuse was known for great customer service as well. They were especially helpful in trying to name & date old pieces that were manufactured some time in their 138 year history.

  9. RandomHookup says:

    What, no complaint that you don’t have the space to store 11 more wine glasses or that you now have an uneven number? I tell you, Consumerist posts these days aren’t what they used to be…

    • Keith is checking the Best Buy receipt of a breastfeeding mother (for tips!) says:

      Don’t worry, that oversight was quickly rectified by diligent commenters.

  10. jayelle says:

    I grew up in Toledo, where Libbey Glass is HQ’d, and if you’re ever in the area and in the market for glassware, serveware, barware, dishes, or anything kitchen-related, really, you should check out their outlet. It’s in their old factory (they’ve relocated operations to a bigger facility) right off I-75 and their stuff is good quality and cheap as the day is long. I got all my glassware there 10 years ago and it’s still going strong.

    • cromartie says:

      Actually, I thought they moved their outlet store to the Erie Street Market. (The factory, if memory serves is off of I-280 at the Greenbelt Parkway exit.)

  11. failurate says:

    Seriously, the stem of a wine glass serves a purpose, unless you like warm wine.

    • madmod20061 says:

      I’ve used them a couple times and the wine didn’t get warm. I suppose it’s possible if I was holding the glass the whole time, but I only held it when I picked it up to take a drink.

  12. Magspie says:

    I’m in the market for wine glasses. I’m going to go check out Libbey’s site right now.

    • Magspie says:

      In perusing their site I noticed that most of their glasses are made in the US which is really cool, especially at that price point.

  13. Jane_Gage says:

    Good, but isn’t a stemless wine glass just a glass?

    • pythonspam says:

      It might be considered a juice glass or a tumbler, except the opening at the top curves in for some oenophile purpose. (IANAO)

  14. SPOON - now with Forkin attitude says:

    glass is cheap. customer service is priceless. win.

  15. Cantras says:

    My mom’s glasses are all Libbey. A staggering amount of the set has survived my and my brother’s respective klutzy childhoods. They don’t break without good reason. No dishwasher shatterings, pretty good about falling into the sink without cracking. Good stuff.

    Yes, it’s probably easier to send a set than one glass, but how many companies do you think would blow this off, or demand the short-set back first?

  16. nodaybuttoday says:

    I bought a great set of libbey glasses from Target. I get a lot of compliments about them and they’ve been holding up great, even in the sink and dishwasher. Definitely recommend the brand!

  17. neilb says:

    Libbey, especially their products that are still US made (I have some awesome heavy 20 oz glasses) are very good quality. They are also not much more than the cheapest cheap imports. Considering the joy we get from using them every day, they are well worth the very small premium.

  18. madmod20061 says:

    Just FYI, Libbey does sale the glasses in 4 packs. They have easily just sent me a 4 pack of Red Wine glasses and I would have been just as happy with their service. The fact they sent a whole new set of 12 was above and beyond what I expected.

  19. Crazy-Dave says:

    Fantastic! Definitely exceptional customer service, albeit the guy still have his original problem: he is one wine glass short of a complete set. Good thing he has the other!

  20. Darkneuro says:

    My great-grandmother had 2 sets of glassware, and her ‘every day’ set was Libbey. Gramma carried on the tradition, as did Mom. Me? I have 2 sets of glassware, too. My ‘good’ set is Libbey. The ‘every day’ is Mason jars :)