What and Where Was The BEST Customer Service You've Ever Received?

Misplaced on 08/09/2020 - 13:17
Last edited 08/09/2020 - 13:18

Shout out to the companies that provide the best service for online ordering. What is the best customer service experience you've had?

Here is mine. I was blown away by the service, price and prompt delivery, and extremely impressed when I got this email:

"A message from the Director of Addicted To Audio

Addicted To Audio [email protected]
Fri, Sep 4, 9:03 AM (4 days ago)

Hi Paul,

George here, Director of Addicted To Audio.

I know you have a choice when making a purchase and as such, I just wanted to personally say 'thank you so much' for choosing to shop with us. If you have any feedback or just want to say 'hi', please reply to this email. We'd love to hear from you!

Thanks again for your business, it is appreciated.

George Poutakidis
Director
Addicted To Audio"

My response: "Dear Addicted To Audio,

I wanted to thank you for your astonishing product, price point and service. I will definitely be buying again. I am seriously impressed with the whole experience!"

Definitely +1 for https://addictedtoaudio.com.au/ (I am not associated with this store, just a happy customer).

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Comments

  • Hangryuman on 11/09/2020 - 07:56

    Japan - in general - pride themselves on providing the best customer service

    friendliness - not so much

    customer service in general - the best in the world

    • virhlpool on 11/09/2020 - 18:19

      Yes, less of friendliness or emotions/ warmth but very efficient service. Typical of Japan.

  • IMadeYouReadThis on 11/09/2020 - 09:01
    1. Apple - if anything goes wrong with their product, they have always replaced them on the spot without much fuss. They even once replaced my phone screen free of cost as a goodwill gesture.
    2. Fusion-Loc Stainless Steel Shower Caddy which was meant to be rush proof started rusting in 3 years. Contacted the company and they sent me replacement product within 24 hours without any fuss.
    3. Anker power bank - one of the charging indicator light became faulty within the first 2 years, they sent me the replacement product within a week and I got to keep the original power bank too which was fine except the faulty indicator.
  • mhaqs on 11/09/2020 - 09:43
    +2

    Samsung - Premium TV showed dead pixels after 4 years. They promised to replace my 4 year old TV with a brand new one but they couldn't find a stock near me. So, they paid me directly for the price of the old tv in full.

    It is also thanks to the Australian Consumer Law this happened. But, Samsung did this in 4 business days! They sent someone to inspect and pickup the TV; Got back to me about possible remedy and provide one. I was amazed and still am to this day.

    • oldmate78 on 11/09/2020 - 22:33

      Can I ask when the TV was purchased? Did you have to push to get them to review it?

      Samsung have been doing 12 mths warranty for over 10 years now (used to be 3 year warranty), would be nice to know that they still go above and beyond in recent times.

      • mhaqs on 12/09/2020 - 17:26

        The TV was bought in 2015 from Good Guys and the issue happened in Jan 2019.

        The issue was a big patch of dead pixels on their LED TV. I woke up to find it in the morning. Everything was fine before I turned it off the last night. It was weird but Samsung did a great job in handling it.

  • ashftc on 11/09/2020 - 10:43
    +2

    Just received one yesterday from Firefly Burgers in Bankstown. Hands-down the best burger I have had in Sydney and owner was treating us like family. Very respectful. He was serious about his business and asked questions regarding area of improvement. Provided chips On house while we were waiting for our takeaway order.

  • spackbace on 11/09/2020 - 10:50
    +2

    Marriot Surfers Paradise

    This one comes down to the Front Office Manager (who was leaving, there was a job on Seek later on, but anyway). Arrived on Easter Sunday to find they didn't have our booking, and the hotel was booked out. They comped us a room at Hyatt down the road, when we came back they had given us a double upgraded room, and at one point we walked into the room and there was a bottle of wine and a note from her to apologise for it.

    Yes they stuffed up, but they certainly made up for it, and we didn't kick up a stink or anything, just a sense of disappointment when we found out we weren't staying there the first night

  • Tripnfelt on 11/09/2020 - 10:59
    +2

    The only time I ever asked to speak to the manager was because of good customer service at commonwealth bank to let them know that their staff member was exceptional. I think banks have good customer service generally anyway because retaining customers is competitive, but I change banks frequently because interest rates and the most suitable products are more important to me.

    Also once a guy at JB sold me the next gen of iPod the day before release, that was cool. I went to buy one but didn’t even know a next gen one was releasing (never owned an apple product before this and wasn’t a fanboy follower of their products) - I just wanted music for my running and would have bought the last gen happily enough non-the-wiser.

  • 91rs on 11/09/2020 - 11:10
    +3

    Duracell - Decided to email them about a couple of leaking batteries (always those AAA sizes) which killed a nice (Ledlenser) LED flashlight I'd bought.
    Mostly it was just as a complaint to them to say hey, WTF.
    Ended with someone in the USA calling me, being quite sorry, getting the details of the batteries and item it destroyed, sending it to them and they sent me a cheque for the cost of the batteries (those bulk bunnings packs) and the flashlight.
    Unexpected and didn't expect that would be the result!

  • ryban3z on 11/09/2020 - 12:00
    +3

    Sleeping Duck mattresses. Granted this was in their first couple of years of operation.

    They accidentally delivered my mattress to my billing address (my parent's place) instead of the house where I was renting. The mattress was a Queen - bulky and extremely heavy.

    I contacted them to let them know - the CEO/Founder himself went down to my parents place, picked it up in a van and delivered it to my new place.

  • Powlie85 on 11/09/2020 - 14:12
    +3

    Bought an ikea king size mattress for $999 - at first it was quite comfy then it turned into a nightmare.
    I tried a mattress topper and had to take it back (to Aldi).
    Even switched bedrooms - still really uncomfortable.

    While I was trying to make it work I did kiss the 365 exchange policy.

    Another year went by and I decided to leave a review on their website - a bad one.

    Ikea got in touch, said they would give me a new one of my choosing and reimburse the difference.
    They did - and they got rid of my old one.

  • Lord Fart Bucket on 11/09/2020 - 14:55
    +2

    United Airlines. (Yes, i was surprised too!)
    My folks had to cancel their round the world tickets (booked with Star Alliance) and paid for non-refundable seat upgrades. I had to cancel their flights (thanks Covid) and the guy refunded the seat upgrades and gave me all the info to cancel the tickets fully (had to be done through Lufthansa). He was probably the nicest person I have spoken to at any airline. Going above and beyond to help, even though he knew he would likely be out of a job soon.

  • peterpaoliello on 11/09/2020 - 15:16
    +2

    Black Diamond. Had a LED headset and wanted another set of batteries for it. Sent their customer contact an email asking for a distributor and they sent me the product I was chasing for free! Was very impressed and they were genuinely friendly and warm. Needless to say was very happy.

  • notfrodo on 11/09/2020 - 15:51
    +3

    About 9-10 years ago I wanted to buy a Kindle eReader but there was no Amazon in the country I was living in at that time. So I got it shipped to friend of mine who was in the US at that time.
    A few months after I received it, I was at the airport, after security and everything at the waiting area, pulled out the Kindle and found the screen was all black. I think the security scanner did a number on it.

    Called up the US customer support number and explained the issue. They said they would replace it. All I had to do was ship the defective device back. I explained to them that I am no longer in the country where the device was originally shipped to.
    No problem, she said.

    I would have to ship the item via Fedex back to the US and let them know the tracking number.
    They would ship a new device to me (again, to a country where Amazon doesn't operate)
    They would reimburse me on the cost of shipping the defective item back to Amazon.

    And that is exactly what happened! Cost me close to $100 to ship the item back. Amazon basically made a loss on the whole transaction but they won a customer for life.
    And I received the device BEFORE Amazon received the defective unit.

  • virhlpool on 11/09/2020 - 18:37
    +2

    TP-Link -> Modem stopped working in a few months after the online purchase via their eBay store. Contacted them directly via their website and they simply replaced it with the latest model at the time. It took just a couple of emails.

  • catbug on 11/09/2020 - 19:00
    +1

    Virgin Australia! I flew business once and the lounge was amazing! The showers had the nicest shower gels lol and free soft, fluffy towels in there too

    The buffet pretty good, not 5 star but pretty decent. Once in the plane, I’m lactose intolerant and vegan so most of the plane food didn’t suit me but I was okay coz I had some food at the buffet. The staff were so amazing, they went above and beyond to find/create snacks and meals for me when they didn’t have to.

    I also love Virgin Active gyms! A little bougie but 100% worth it with AIA discount. Can’t beat them for service and facility.

  • catbug on 11/09/2020 - 19:17
    +3

    And I love Apple! So many instances where I’ve looked up the price of repair and grimaced before going into the store and NOT be charged even though I’m out of warranty/no receipt/no Apple care.

    2 recent examples: couldn’t get my MacBook charged to charge through any PowerPoint, with the my extension cord or charge other laptop. Go into Apple, the guy plugs it in and it works. Lol. He still gave me a brand new one without asking anything about the original charger.

    My phone was 2 months past warranty, and I dropped it for the first time with a case and screen protector 😓 screen turns completely green then black. Took it to Apple store expecting to pay $800 for screen replacement and the girl replaced the whole phone for free 😍

    Amazing customer service every time!

  • meatgasm on 11/09/2020 - 20:20
    +4

    The guy I buy my special oregano from always makes sure that my Quarter or Half is 8 or 15 grams or over instead of under.

  • [Deactivated] on 11/09/2020 - 20:40
    +1

    From the toilet.

  • xfiledavid on 11/09/2020 - 22:04
    +1

    Fastway Couriers

    they just automate responses to your queries. dont bother getting a delivery date.
    just be happy you get i suppose.

    https://www.productreview.com.au/listings/fastway

    enough said…

    • virhlpool on 11/09/2020 - 23:26
      +1

      I wonder how these companies even manage to survive for so many years.

  • Ozbaragain on 12/09/2020 - 09:11
    +1

    Did anyone mention Selby ? My experiences have been fantastic with them. The staffs are really helpful and know the products very well. I can vouch them for their product quality, price and the fast shipping. +1 from me.

  • Praeto on 12/09/2020 - 09:25
    +2

    Z-Grills distributor in Australia is great. I purchased one online, and the guy called me 15 minutes later (on a Sunday) to "Welcome me to the family" and introduce me to their community pages etc. He offered to throw in some free items, and pointed me towards a bunch of videos he'd personally recorded and shared on Youtube demonstrating absolutely everything you could ever want to know (down to stripping the grill and replacing individual components). Checked out the community Facebook pages and he's incredibly active answering questions and helping everyone. I'd happily recommend the product based on my interactions with him alone.

  • harley on 12/09/2020 - 12:46
    +2

    Woolworths online. Whenever they stuff up a delivery they always fix it, no questions asked: refunds, free products, and free gift cards.

  • Sammy Boi on 12/09/2020 - 15:45
    +1

    Amazon provide great customer service

  • jubified on 12/09/2020 - 19:19
    +1

    Another one for Amazon.

    Package shown as delivered and dropped off at my door but there was no package there. Quick call and got a refund for my item.

    Food thermometer broke within a year. Got a return label and refunded quickly.

  • Jiyujin on 12/09/2020 - 21:21
    +1

    In Japan.

  • Carmen Sandiego on 24/09/2020 - 12:24
    +1

    Just had a lovely interaction with Sit Back and Relax yesterday <3

    Bought a heated footstool at the end of EOFYS but, a month later, it whirred and clicked and didn't sound great. I immediately called them up and at the end, I got a lady who said the replacement would be sent out.

    A month later (yesterday), I get a little confused (I knew Aus Post was bad [they had lost 2 fitbit bands from Syd to Melb 2 months ago where the seller had to be refund me…] but, this was odd)

    I called them up and a lady by the name of Felicity in accounts took down all my details and apologised deeply. Apparently, the first lady I spoke to is current uncontactable.

    5 calls later, a replacement will be sent out today to arrive tomorrow and I can just chuck out the old one.

    Definitely felt much happier and would absolutely buy again <3

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