customer service at its very best

I love Graphics Image.  They make nice leather accessories.  Every year I get a pocket-sized leather notebook to throw in my purse.

This year, I buy one in bright pink and somehow misplace it. Permanently.

When I lose something that is difficult to lose I fear opening my freezer and finding it there.  So with some trepidation, I check and am relieved to NOT find my little pink notebook, a $40 recently-filled Metrocard, my beloved Tiffany heart key ring,  or a retractable utility knife — all recently gone missing.

But as some consolation, I am sitting at my computer and get an email:  Graphic Image is having a one-day-only 50% off sale on the exact pocket notebook I use.

So I order three:  two small ones (for $12.50 each) and a larger one in red (for $18).  They arrive a few days later. But the small ones are too small and the red is a darker red than the red shown on the website.  

I call Graphic Image and get lovely Rory (name changed for obvious reasons) after going through only two telephone prompts.   I ask Rory if I can return one of the smaller notebooks and the larger red one, and get instead three of the larger ones (two bright pink and one white gold) ... still for half price. “No problem,” she responds without hesitation.

So I return the two notebooks, totaling $30.50.  The three new notebooks will cost $54, so I figure I’ll just pay the difference of $24.50, and hopefully will not be charged for shipping.

I call Rory today.

Me:  “HI.  I was wondering if you got the two notebooks I returned last week?”

Rory:  “Yes, they came yesterday.  I already sent out the new ones.”

Me (surprised that Rory hadn't called to confirm the new order):  “Oh, okay.  Well, let me give you my credit card information to pay the difference."

Rory:  “Don’t worry about it.  I just made it an even exchange.”

Wow.  Customer Service as it should be.  Well, actually better than it should be.  

Thank you Rory.