Last Friday, I placed an order at RoyalShave.com for a Merkur Progress razor with travel case, and a TOBS Shaving Stick. Long story short: as of today, the USPS tracking still showed they had "been notified by shipper...", and of course I still hadn't received the order.
So I called the 800 number on their web site. Alarms started going off in my head: a recorded message said "to meet singles in your area, call 800-xxx-xxxx". So I called their regular phone number. The CS person stated that the order had indeed shipped this past Monday. I just *knew* that wasn't the case... USPS might be slow to update their tracking information, but they aren't *that* slow. So I hung up, figuring I'd end up having to wait a few weeks, then call the CC company to dispute the charges for the never-received order.
Imagine my surprise when the CS person called me back about five minutes later. She had taken the time to research my order further. It turns out that the warehouse had run out of stock of the shaving stick. So she offered to substitute a more expensive soap (Golddachs Revivage (or Spezial?) Shaving Soap). So what the heck, I took her up on it. She promised the order would ship out Priority mail today.
While it stinks that I had to be the one to put the ball in motion on the whole thing, I'm very happy that they ran with it. Yup, they screwed up, but so far they have made up for it very well. Guess I'll know for sure when/if the order shows up!
So I called the 800 number on their web site. Alarms started going off in my head: a recorded message said "to meet singles in your area, call 800-xxx-xxxx". So I called their regular phone number. The CS person stated that the order had indeed shipped this past Monday. I just *knew* that wasn't the case... USPS might be slow to update their tracking information, but they aren't *that* slow. So I hung up, figuring I'd end up having to wait a few weeks, then call the CC company to dispute the charges for the never-received order.
Imagine my surprise when the CS person called me back about five minutes later. She had taken the time to research my order further. It turns out that the warehouse had run out of stock of the shaving stick. So she offered to substitute a more expensive soap (Golddachs Revivage (or Spezial?) Shaving Soap). So what the heck, I took her up on it. She promised the order would ship out Priority mail today.
While it stinks that I had to be the one to put the ball in motion on the whole thing, I'm very happy that they ran with it. Yup, they screwed up, but so far they have made up for it very well. Guess I'll know for sure when/if the order shows up!