I know there are a ton of posts about FSUSA already, but I am one of their newest customers, having received my first order this past week, and their customer service blew me away!
I work in mutli-store retail management, so in my world, good customer service is a non-negotiable, however exceptional service isn't always the norm. Well my first impression of these guys is just that- exceptional!
First off, as a side note, their flavors were absolutely awesome, so that alone would keep myself and many others coming back, I'm sure, even if the service was just okay. But to know that you are dealing with a group of people who take such pride in what they do and go the extra mile for their customer makes it a no-brainer to continue to bring your business to them.
Besides receiving an auto generated response that my order was received, I also received a personal email from Pam stating that they were getting my order ready that day, which also happened to be a Saturday! The personalized hand written "thank you's" that came in the order was also a great touch!
When I was going through my order though, without going in to details, I found a possible problem with my order. I say "possible" because I am new to vaping, and while I'm pretty sure it was a problem, who knows, its possible I could be wrong. So I sat down and decided to shoot them an email and ask them about it. I sent the email fairly late at night east coast time, which still would have been well past regular business hours out in AZ. I assumed they would get it in the morning and respond sometime the next day, however as I was getting ready for bed, my phone goes off with an email response from David! We ended up exchanging a couple of emails in regards to my problem that night. Through the emails, it was so apparent that David takes such pride in what he does and wants to make sure his customers receive only the best. David asked me to send the product in question back to him, at no cost to me, and sent out a replacement the next morning before ever receiving the original back. As I'm sure many of you have also experienced, they don't send "corporate" like emails back to you either- they are all personal and "real" which is refreshing and also gives you a sense of comfort that you are dealing with a good person, and not just a company out there to make a buck.
The only fault that I can see with this company is that he is just too quick to respond to emails! I would definitely bet that David has a blackberry attached to his hip at all times! While its great as a customer to get an instant response, its also a practice that can leave the business owner burnt out down the road. I wouldn't want to see that ever happen, because this is a company I plan on going back to again and again!
I work in mutli-store retail management, so in my world, good customer service is a non-negotiable, however exceptional service isn't always the norm. Well my first impression of these guys is just that- exceptional!
First off, as a side note, their flavors were absolutely awesome, so that alone would keep myself and many others coming back, I'm sure, even if the service was just okay. But to know that you are dealing with a group of people who take such pride in what they do and go the extra mile for their customer makes it a no-brainer to continue to bring your business to them.
Besides receiving an auto generated response that my order was received, I also received a personal email from Pam stating that they were getting my order ready that day, which also happened to be a Saturday! The personalized hand written "thank you's" that came in the order was also a great touch!
When I was going through my order though, without going in to details, I found a possible problem with my order. I say "possible" because I am new to vaping, and while I'm pretty sure it was a problem, who knows, its possible I could be wrong. So I sat down and decided to shoot them an email and ask them about it. I sent the email fairly late at night east coast time, which still would have been well past regular business hours out in AZ. I assumed they would get it in the morning and respond sometime the next day, however as I was getting ready for bed, my phone goes off with an email response from David! We ended up exchanging a couple of emails in regards to my problem that night. Through the emails, it was so apparent that David takes such pride in what he does and wants to make sure his customers receive only the best. David asked me to send the product in question back to him, at no cost to me, and sent out a replacement the next morning before ever receiving the original back. As I'm sure many of you have also experienced, they don't send "corporate" like emails back to you either- they are all personal and "real" which is refreshing and also gives you a sense of comfort that you are dealing with a good person, and not just a company out there to make a buck.
The only fault that I can see with this company is that he is just too quick to respond to emails! I would definitely bet that David has a blackberry attached to his hip at all times! While its great as a customer to get an instant response, its also a practice that can leave the business owner burnt out down the road. I wouldn't want to see that ever happen, because this is a company I plan on going back to again and again!
