Saturday, October 13, 2012

A Very Pleasant Surprise

It is a rare thing, sad to say, when customer service pleasantly surprises you. A week before I got a call from Columbia I was ready to be done with the company altogether. Last year I bought new winter coats in the spring, when they were on sale, knowing the older two would need bigger jackets come Winter. Coats came and were hung up waiting until they would be needed.

Fast forward 7 months and Isaiah goes to put on his jacket only to have the zipper bust. Long story hopefully shortened- this type of jacket is one of those that has a zip in fleece so a simple zipper repair isn’t an option. (Believe me I asked!) The only option is to get an entire new jacket. I called the warranty department and sent in the broken jacket along with a copy of my receipt. In November I sent the part that was broken…not the whole kit ‘n caboodle. I received a call once that package had been received that I needed to send the outer shell as well. (Please, don’t ask me what I was thinking when I only sent in part of the jacket and not the whole thing.) That was done very close to Christmas. Between vacation time for employees and the holiday orders things were delayed.

I called a few times to hear the two pieces of the jacket sent in hadn’t been matched up so they were waiting. Then Spring came and I put it out of my mind since we were not needing the coat. But just a few weeks ago it dawned on me that I never heard from them again and never received a replacement jacket. I was a little bit unhappy at this revelation.

Less than two weeks after this I got a call, out of the blue, from Columbia. They had been looking through their paperwork and realized they haven’t rectified my situation. (WHAT?!) The gentlemen I spoke with was wonderful. We talked colors and sizes and a new replacement jacket should be here this week.

I am so thankful that the Lord took care of this situation for me.

I also have to say I am beyond blessed to not have had to nag and convince Columbia to send me another coat. I don’t know about you but I find customer service calls to be a chore. Columbia Sportswear went up in my estimation of companies and I will most assuredly be buying from them again. In a sea of lemons (or sharks) this company stands out. Thanks so much Columbia!


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