It's not very often I come across phenominal customer service, however recently I did, so good in fact that I had to blog about it.
As you know I need to buy and wear compression clothing for my vasovegal synchopy. This required a few purchases from different companies trying to find what would work best for me. Some of the orders came one at a time others came in clusters. One day I received a cluster of orders from 2 different companies--Team Estrogen and Zoot Sports. The Team Estrogen merchandise fit, but the Zoot Sports was too big, so I had to return it--this is where everything goes haywire.
At the time I got the merchandise I was still working in Salt Lake and did not have the time in the day to return the merchandise. My always supportive husband went to the post office and returned the stuff for me. About the time I was expecting to get an exchange I got a phone call and an email from Anona at Team Estrogen. Apparently the return had not gotten sent to Zoot Sports, but Team Estrogen instead....oops. They let me know and wanted me to know if I wanted them to mail it back or forward it. I asked them to forward it, only to discover the RA was not on the box. I got the RA's, emailed them the RA's and they forward everything on to Zoots.Now here is one of the cool things. I offered for them to charge my card to pay for shipping, and they said no they would take care of it. How cool is that, but it only gets better. They sent my returns on their way to Zoot Sports, and then I waited to hear from Zoot Sports. I waited almost 3 weeks, and no email, no phone call, no nothing from Zoot Sports. So, I did what any consumer would do I contacted them. I first contacted them on the contact us site, waited 2 days, and still no response. I then called them, was put on hold for several minutes, before the automated voice came on asking if I wanted to stay on hold or leave a message. I hung up. A few hours later I called back and got Chad.
I asked Chad if they had any information on my return. He looked up the RA's numbers and there was no information. He asked for a tracking number, but I didn't have one. His response was then, "well without a tracking number we can't help you. We have a very large warehouse with returns coming in everyday, and there is not way we can help you. You will just have to wait a 2 to 3 weeks to see if we get the package." I told him tomorrow will be 3 weeks. His response "oh, it is, well, we can't do anything without a tracking number, so you will just have to wait." I asked if they checked items in according into the RA# and he said no I needed a tracking number (why do you even require an RA# if you don't use it?). With that I said okay, thanks for your help and good-bye.
I then emailed Team Estrogen to see if they had the tracking number so I could call Zoot Sports back. A few hours later I received a voice message on my phone from Chris at Zoot Sports, apologizing for the delay in getting my items returned, telling me they were on it, and if I had any questions to call him. The next day I received a phone call from Laurie in accounting requesting my credit card information so they could refund me. They must keep amazing records. Since I did not have the card on my I had to make some calls, and call her back with the information. The good news, I checked my credit card, and the items have finally been credited!
Thank you Team Estrogen and Anona, if it hadn't been for you I would not have ever received credit for the returned merchandise. I will always purchase merchandise from you. No thanks Zoot Sports, you have lost a customer for life, and I hope others will think twice about buying things from you after reading this.
