from abyssmal to incredible

BAD customer service

My friend Q orders a dress online from Saks on July 4; it's for a wedding in early August.

It never arrives. 

She tries calling. She tries writing. She gets nowhere.

So one quiet night, with little to do but watch TV, Q calls.

She patiently waits online for over two hours (great Customer Service, that Saks), and finally reaches a nice woman who is working from Colombia. 

Q explains her frustration. The woman listens patiently. Then she asks Q what she'd like to do.

"Cancel the order," Q says. 

The CS rep does. 

And then Q asks, "For this major inconvenience, which includes having to wait on hold for over two hours, is there anything you can do?"

"I can send you a coupon for 20% off your next purchase," the rep offers.

"Fine," Q says.

The rep promises she'll have it within a few minutes.

Q hangs up and as promised, the coupon arrives a few minutes later.

From: Saks Fifth Avenue Customer Service <service@saks.com>
Date: July 13, 2021 at 10:37:20 PM EDT
Subject: Saks Case #0854251 Order #285875160   

 We hope this email finds you well and safe, we have received your request . We do apologize for the inconvenience you have experience with us about requesting the hold for pick up for your order , Here is a 20% promo code that you can use on your next purchase.  Excludes some designer 

collections. valid at Saks.com only. Offer not valid on pre-order items. Offer cannot be redeemed more than once. Limit five promo codes per order.

Cannot be combined with any other dollar off or percentage off promotions. Offer not valid on merchandise shipped directly from vendors. No adjustments to prior purchases. 

Offer valid through 07/13/21 at 11:59 pm ET.

Just brilliant!

VS GOOD customer service

In 2015 I wrote about the bad CS I received from Louis Vuitton. Well, they've redeemed themselves.

Before leaving for the Cape, I bring my falling-apart Neverfull MM tote into Louis Vuitton to be repaired. The leather around the top is torn and ragged-looking. Also, one of the side straps has ripped. I haven't used the bag in a while 'cause it looks so bad.

Anyway, I go to the store and a very nice person named Rachel helps me. She tells me it's $60 to repair the leather around the top (a bargain, I think) and $60 for one side strap replacement. 

The shoulder straps are also in desperate need of fixing but those cost $240 to repair, so I skip that.

Rachel asks if I want both side straps replaced because the colors now won't match. New leather is light orange and takes a while to turn to the more tan color.

I decline.

She also says, "If they find that the vinyl is ripped when they remove the leather around the top, they won't be able to repair it or even put the damaged leather back."

I accept the risk.

A few weeks later, while on the Cape, Rachel calls to tell me my tote is ready.

She emails me an invoice for $120. 

I pay it and she says she'll send the bag to my house.

When I receive it, I open it up and see this:

It looks like new. 

They fixed the two pieces I paid for and didn't charge me for the two other pieces they chose to repair. 

I was charged $120 for a $420 repair.

Maybe LV doesn't want someone walking around NY with a tote that doesn't meet their quality standards.

Whatever the reason, I am happy with my new bag.