I recently ordered from Gremlin DIY. They made a mistake, and sent me Double Chocolate (Cap) instead of the Double Chocolate Clear (TPA). I messaged them, they shipped out the correct liquid today. Perfect customer service experience. Thanks /u/gremlinjuice.
Isn't that normal customer service?
I'm sure you feel happy about the situation, but wouldn't that be the common expectation? Shop makes mistake / Shop rectifies mistake
No doubt /u/gremlinjuice supports our community, but from a business standpoint, I'd think he's just doing his job properly
> but wouldn't that be the common expectation?
Absolutely, but with how a lot of vendors failing at this (mainly at the pre-made juice side) it's nice to see that they are taking care of thing's promptly. Feeling satisfied with the correction would fall under good customer service in my book. Prompt reply, shipment made quick, sounds like Gremlin CS. Mistakes happen as a business grows, but they are paying for the shipment for their mess up without many questions I'm sure.
It's what I expected to happen sure, but I've encountered vendors that aren't so willing to admit that a mistake could have been made, or willing to rectify it without unnecessary hoops.
If they had asked me to pay to ship back the 5$ bottle of flavor I would have just called it a loss and ordered from someone else. If they had asked I ship back the flavor on their dime I would have understood it, but would likely just re-order from them. Instead they spent a few dollars of their profits to fix the mistake by shipping a new bottle with out me having to go back and forth many times.
I'll add to this. I had an order I placed that included joy. The next day or two, I get an email from Rich, staying they goofed and ran out of joy before they got to my order.
He not only refunded the amount for the bottle, but is going send it free. Also, he offered to ship the remainder of my order right away, or when they received more joy in a few days, ship the whole thing.
I just appreciate the attention my small order received. Rich and the Gremlins exceeded my expectations. I will be buying from them again in the future.
I ordered one bottle (FLV Rich Cinnamon) from them on Monday (granted that was a holiday) but it still hasn't shipped yet (as of now, Thursday afternoon). So I'm not that impressed with their processing speed.
Update: my shipping notice just arrived.