1-800 Contacts: Did Not Fail During the Last Mile
Posted on March 10, 2006 by Him and tagged customer_service, reviews
Ramit over at I Will Teach You To Be Rich wrote two good posts about the Failure of the Last Mile, and examples of said failure. Here's a story of the Success of the Last Mile.
On Tuesday morning, I opened up a new box of contacts that I ordered from 1-800 Contacts. I popped one and, and I couldn't see! I thought there may have been a defect in that particular one, so I tried another one...and I still couldn't see out of that eye.
Let me tell you that it is the weirdest feeling putting in a contact and actually seeing worse. It turns out that I mistakenly ordered contacts with the prescription of 6.5.
Here's a short lesson in contact prescriptions: contacts can have a prescription from -12.0 - +8.0: the more negative, the more nearsighted - conversely, the more positive, the more farsighted.
My prescription is actually -6.5. Did I mention that I bought two years' supply?
Obviously, I screwed up pretty badly when I ordered these online. As soon as I caught the mistake, I called 1-800 Contacts. To my surprise, a person answered only after a few rings. She offered to either send a mailing label to send the boxed I had back to them and then they would send me the correct ones, or for them to send the new contacts right away with a mailing label to send back the old ones, of course charging me again for the new ones, but crediting me when the old ones are received. I chose to have them send the new contacts right away, and to my surprise the rep told me that she would send it via expedited shipping for FREE.
Thank you 1-800 Contacts, for not ridiculing me for my mistake and actually making me feel good for doing business with you. You've earned a repeat customer.
Comments/Trackbacks
Trackback URL: http://www.makelovenotdebt.com/MT/mlnd-trackbacks.cgi/856
