Customer Service Kudos

When last I blogged about Lowe's, I was pretty irritated at my neighborhood store. After I blogged, I used the "contact us" form at Lowes.com to report my problem. Within a couple of days, I got a call from a manager at the local store wanting to try to figure out who the women were that gave me the problem. She looked up my cousin's name and printed out their gift registry, and she left that and a 10% off voucher at the customer service desk. I went in the next day, picked out a light fixture from the list and used the discount. The quick response and the discount went a long way to making me feel better about the store.

Then today, we had a message from PetSmart. We'd been in a couple of times over the last week or 10 days, only to find a big empty space where the Iams Digestive Care 16.5 pound bag should be. I sent an e-mail to Iams, to see if they discontinued the size, and they confirmed that they still make it. I also sent an email to PetSmart, to ask if they were still going to stock that size in the store, because the shipping charges on a heavy bag of cat food are pretty outrageous. Well, the message today said that the food had been ordered and to call the manager when I had a chance. She was very apologetic that they'd been out of stock, assured me that the food had been ordered on Monday and should be in by next Wednesday. She sounded very sincere when she said how sorry she was that the store had run out. So, I'm feeling pretty good about PetSmart, too.