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April 20, 2008
Good Customer Service
I once was accused by a lover long-past of having "bad retail karma." It's true. I try to be friendly, I try to smile, I trrrryyyy but alas - more often than not, I am treated like a total touchhole by people behind the register. Maybe it's the hate in my eyes or the evil in my soul? No se. Regardless, it's nice to report a situation of a different sort.
You may remember that - along with Angela's plates - I ordered the over-the-sink-shelf from Umbra a few months back. It arrived in an enormous box, and once I put it together, I noticed it had a crack in the wood. Not a huge deal for a relatively cheap objet, but kind of irritating regardless. So, I snapped a picture on my camera phone and sent it along to CSR for some explanation. Following, my email:
Hi,
I ordered the overboard sink shelf from you and it just arrived today. I have attached a picture of a crack in the wood that I noticed when I was putting it together. As the product is only $26.50, I'm not going to spend the money to send it back in the extremely oversized box you delivered it to me in (a cost I estimate to be at least $15 and probably more like $20). In addition, it is missing the black rubber "feet" that you're supposed to put on the bottom. I would like you to send me a new sink shelf to replace this. If that cannot be done without me mailing this damaged one back, then please just credit my credit card for the amount and I'll continue to use the damaged one. I'm really disappointed, and look forward to having this resolved.
Thanks,
b to the riggles
Umbra's response:
Dear baaaaaahriggles,
Thank you for your email.
Our goal is to make shopping umbra.com a pleasurable, design experience and we value any and all feedback that we receive from our customers and visitors to the site.
I do apologize for the item arriving in such poor condition. It is not our intention for our items to arrive damaged to a customer. As such please note that a replacement Overboard Sink Caddy is being shipped out to you. All of our products are warranted for one year from time of purchases online.
Please see below for the new order details.
The new shelf arrived shortly after. I haven't inspected it to see if it's any better, but hollllah! Customer service! Go Umbra Go Umbra GO!
On another note, anyone need an over-the-sink-shelf?
Posted by Bree at April 20, 2008 07:20 PM