So I placed an order with Eastmall for a 510 kit, pcc, and a whole bunch of clove juice for my ex-wife. You CAN stay friends with them after breaking up with them. It can be done. So anyhow, she's new to e-smoking, her birthday is tomorrow, so I ordered a kit, and made sure to put her shipping information in the transaction, added her address as a "gift address" to paypal, etc.
And they shipped it to me..... Got here today..... Her birthday is tomorrow.....
So of course I fired off an email expressing my disappointment. I called her, and explained what happened, and that it was ok because I'd doublecheck to make sure everything worked "it did", was packaged well, "exceedingly so" nothing was missing "nothing was", and that her clove juice wasn't horrid "ending up keeping a bottle, it's fantastic". Plus I added the last of my 510 parts, and threw in some other flavors. So I made lemonade out of lemons, and in the end she'll have a more end-to-end package as her starter.
The End.... Right?
My phone rings. I'm immediately being told "just keep what was sent, we'll ship a duplicate shipment to her address, and do everything we can to get it there as fast as possible. We are trying to figure out a way to get the items to her by tomorrow".
My initial response was shocked silence. I'm not sure if this is a phenomenon unique to the e-cig community, but I'm consistently amazed at the degree of customer service you receive from vendors. Eastmall is no exception. And while it's beginning to look like paypal themselves actually hosed my shipping address in the transaction, that wasn't even a concern. Eastmall's concern was making sure my ex-wife got her birthday present on time and nothing else. I really wasn't even sure what to say. I was just floored.
I went ahead and explained that it was ok, I found a compromise, and in the end I probably should have just had it shipped to me in the first place. I told them not to worry about it, but I have to thank Eastmall for being more than willing to do whatever it took to make things right. That's the best possible outcome for a customer, and that's exactly what Eastmall offered. Very impressive first order experience.
PS: And it's not all on the vendor. A lot of people don't get that. It's about being a good customer too. It's about having a vendor that allows you to be a good customer. Eastmall has proven they can do that very well.
And they shipped it to me..... Got here today..... Her birthday is tomorrow.....
So of course I fired off an email expressing my disappointment. I called her, and explained what happened, and that it was ok because I'd doublecheck to make sure everything worked "it did", was packaged well, "exceedingly so" nothing was missing "nothing was", and that her clove juice wasn't horrid "ending up keeping a bottle, it's fantastic". Plus I added the last of my 510 parts, and threw in some other flavors. So I made lemonade out of lemons, and in the end she'll have a more end-to-end package as her starter.
The End.... Right?
My phone rings. I'm immediately being told "just keep what was sent, we'll ship a duplicate shipment to her address, and do everything we can to get it there as fast as possible. We are trying to figure out a way to get the items to her by tomorrow".
My initial response was shocked silence. I'm not sure if this is a phenomenon unique to the e-cig community, but I'm consistently amazed at the degree of customer service you receive from vendors. Eastmall is no exception. And while it's beginning to look like paypal themselves actually hosed my shipping address in the transaction, that wasn't even a concern. Eastmall's concern was making sure my ex-wife got her birthday present on time and nothing else. I really wasn't even sure what to say. I was just floored.
I went ahead and explained that it was ok, I found a compromise, and in the end I probably should have just had it shipped to me in the first place. I told them not to worry about it, but I have to thank Eastmall for being more than willing to do whatever it took to make things right. That's the best possible outcome for a customer, and that's exactly what Eastmall offered. Very impressive first order experience.
PS: And it's not all on the vendor. A lot of people don't get that. It's about being a good customer too. It's about having a vendor that allows you to be a good customer. Eastmall has proven they can do that very well.
) brings a smile to my face.
for Eastmall!
