Recently I had a pleasant experience with customer service. I cannot emphasize how important it is to have a good relationship with your consumers. The following are some of the companies I have had good experience with.
Everlane
This relatively new company that sells clothing and accessories for men and women is all about transparency. They inform the consumers about the source of their products, where they are manufactured and how much the whole process costs. Since their launch, they have increased their products exponentially. I have also heard good things about the employees of the company and how they want to translate their philosophy through the people they hire as well as their workplace. I ordered The Twill Zip Tote as shown above a few months ago. I noticed that the stitching was coming off in one of the straps which was unusual because I own some of their other designs. I contacted them and they actually respond via Facebook Messenger if you have it. I'm not entirely sure how they are able to do that in their software but it seems to be more personal (or invasive, depending on how you view it). Right away, I received a brand new bag without charge within three days. They also have a 3 month return policy which stumps the standard 30-day policy compared to other retail brands.
Commodity Goods
Last month, I unexpectedly bumped into the CEO of Commodity Goods, a unique perfume company, while strolling around near Time Warner Center. I was gushing to someone who I thought was just some random person about the brand and little did I know that she works for the brand and is currently with the CEO who just flew in from London at that very moment. Serendipity at its best! She introduced us to each other. While we talked about the brand, after finding out that I myself am a designer, he asked something I would not expect from a CEO off the bat. He asked me whether I had criticisms regarding the design of their products. I gave my honest feedback and he took it into account and said that the company will be working on it. I found that really interesting because it means that the brand listens to their customers and cares about what they think. They want to constantly improve and expand with their customers in mind. They have been picked up by all Sephora branches that week and I was genuinely happy for the company because they came a long way. I've known them before they were available at selected Sephora stores. We exchanged cards and emails. It's always eye opening to meet people outside my profession and for them to put some weight on my review.
The Leather Satchel Co.
I recently featured my bag from The Leather Satchel Co. in my previous post. Unfortunately, the harsh pushing and shoving in the subway during rush hour which unscrewed one of the hardware details. It's not a quality fault at all-- in fact it's one of the best quality bags I have. New Yorkers are just aggressive! I was worried that I would not be able to find a replacement because the company is based in the UK so I backtracked my steps but did not find it. Since it was my current favorite bag, I was really determined to not just abandon it. I contacted The Leather Satchel Co. customer service saying that I lost it and discussed how I could obtain the missing piece of hardware they were very accommodating and gracious despite my geographic location. I was very ecstatic to have it all resolved. Thanks, Daniel!
Everlane
This relatively new company that sells clothing and accessories for men and women is all about transparency. They inform the consumers about the source of their products, where they are manufactured and how much the whole process costs. Since their launch, they have increased their products exponentially. I have also heard good things about the employees of the company and how they want to translate their philosophy through the people they hire as well as their workplace. I ordered The Twill Zip Tote as shown above a few months ago. I noticed that the stitching was coming off in one of the straps which was unusual because I own some of their other designs. I contacted them and they actually respond via Facebook Messenger if you have it. I'm not entirely sure how they are able to do that in their software but it seems to be more personal (or invasive, depending on how you view it). Right away, I received a brand new bag without charge within three days. They also have a 3 month return policy which stumps the standard 30-day policy compared to other retail brands.
Commodity Goods
Last month, I unexpectedly bumped into the CEO of Commodity Goods, a unique perfume company, while strolling around near Time Warner Center. I was gushing to someone who I thought was just some random person about the brand and little did I know that she works for the brand and is currently with the CEO who just flew in from London at that very moment. Serendipity at its best! She introduced us to each other. While we talked about the brand, after finding out that I myself am a designer, he asked something I would not expect from a CEO off the bat. He asked me whether I had criticisms regarding the design of their products. I gave my honest feedback and he took it into account and said that the company will be working on it. I found that really interesting because it means that the brand listens to their customers and cares about what they think. They want to constantly improve and expand with their customers in mind. They have been picked up by all Sephora branches that week and I was genuinely happy for the company because they came a long way. I've known them before they were available at selected Sephora stores. We exchanged cards and emails. It's always eye opening to meet people outside my profession and for them to put some weight on my review.
The Leather Satchel Co.
I recently featured my bag from The Leather Satchel Co. in my previous post. Unfortunately, the harsh pushing and shoving in the subway during rush hour which unscrewed one of the hardware details. It's not a quality fault at all-- in fact it's one of the best quality bags I have. New Yorkers are just aggressive! I was worried that I would not be able to find a replacement because the company is based in the UK so I backtracked my steps but did not find it. Since it was my current favorite bag, I was really determined to not just abandon it. I contacted The Leather Satchel Co. customer service saying that I lost it and discussed how I could obtain the missing piece of hardware they were very accommodating and gracious despite my geographic location. I was very ecstatic to have it all resolved. Thanks, Daniel!
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