So many of us tell stories about horrible customer service we’ve experienced. Well, I’m here to spread the good news that there are some companies doing it right. Fab.com is one of those companies that should receive an award.
I recently ordered this awesome t-shirt from their site. Mind you, everything on their site is awesome! The item should have arrived last Friday, and it never did. I ended up emailing their customer service, and this is the email exchange we had.
Me:
This item never did arrive even though UPS said it did. I have checked every place it could have been left around my house, and I can’t find it. 🙁Please help.
Lindsay from Fab:
Hi there Amy,Thank you so much for writing in, though I’m so sorry to hear your package went missing from your door! It’s a hilarious tee, so I definitely want to get to the bottom of this one for you.
I checked out your tracking number, and it looks like your order may have been lost in transit. Not to worry! I’m going to contact our designer to see about getting your order resent to you. I’ll ask that it go to the same address you had on file for your order:
Address omitted from this post
Let me know if the address needs to be changed. It can take about a week to get this request processed, but I promise to keep you updated regularly.
I’ll also launch an investigation with UPS to see if they can help us work this out. They may contact you directly during the process if they need additional information.
If you ever have questions along the way, just let me know! You can call me at 877.463.4322, or shoot me an email any time.
Thanks again for all your help – I’ll make sure we get you taken care of, Amy!
All the best,
—
Lindsay
Crackerjack Specialist
Fab
Me:
Dear Support Team/Crackerjack Specialist,You are absolutely amazing, or should I say FABulous! Thank you so much for your prompt response.
All customer support staff should be as awesome as you are. Please spread my feedback to everyone, and I plan on blogging and sharing your awesomeness on social media.
I’ve always enjoyed shopping at your online store. It makes me happy, and my customer service experience with you guys just makes it even better!
I hope you have a great day!
Best regards,
Amy
Lindsay from Fab:
Hi Amy,
Oh gosh, you are too sweet! Honestly, that means so much to me – we do strive to give our members the best service we can, and I can’t tell you how much that means.
I’ll be in touch soon with an update on your replacement – to the best of my ability, it should be shipping out soon!
(Also, I went ahead and popped a $10 credit into your Fab account – just because. Honestly, you made my day!)
In the meantime – please know, the door is always open if you need my help. You can always email me or give us a call at 877.463.4322.
Warm wishes,
—
Lindsay
Crackerjack Specialist
Fab
I was never expecting something so kind. Who knows what happened to this item. I don’t blame anyone specifically, and I’m just so happy Fab is as helpful as they are. Now I have an awesome $10 credit that I can use to buy more artwork, shirts, Christmas gifts, etc.
Guess who will be buying more from them? Me!
If I could marry a company, Fab.com, it would be you!