Britney Called. She Wants Her Shirt Back…
As a counterpoint to 100% Customer Satisfaction (which is, quite ironically, the #1 result on Google for that particular phrase right now), I’d like to share with you some examples of exemplary customer service that I’ve experienced recently. I do this somewhat hesitantly, because I wouldn’t want these establishments to be taken advantage of once people find out how accommodating they can be. But I think it’s important to recognize the companies (and, perhaps more importantly, the people) that get it right…without resorting to bloodshed.
So tonight I’d like to start with an email exchange that took place recently between me and the good folks at Veer.
To: Service at Veer
From: Grettir Asmundarson
Subject: Britney called. She wants her shirt back…I recently purchased a T-shirt from you folks:
I called before I ordered to ask about sizing/shrinkage and after talking with a sales rep I ended up ordering a medium. I have a 38” chest, so I’m on the low end of the medium range, but I wanted to leave enough room for shrinkage. When the shirt arrived, I tried it on and I was pretty sure that after it was washed it would be the perfect size. However, after washing the shirt in cold and drying it on low (which is even more cautious than the tag recommends), I now have a fantastic, fitted belly shirt that any adolescent girl would love. Unfortunately, I’m not an adolescent girl.
I’ve honestly never seen a T-shirt shrink that much in my life. And while it makes me feel quite manly and muscly to wear something so tight and fitted, I’m not sure the general public should be subjected to my bare midriff on a regular basis.
So, how can I go about arranging for a return/exchange? Or can I not return/exchange it because I’ve already washed it? Anyway, any help you can give would be appreciated…
Cheers,
Grettir
To: Grettir Asmundarson
From: Service at Veer
Subject: Re: Britney called. She wants her shirt back…Hello Grettir,
Thank you for your email and your wonderful sense of humor in the face of such shrinkage!!
We are very sorry that this happened with your product. To be honest, we haven’t heard of such severe shrinking happening with other men’s medium shirts we’ve sold, but that doesn’t mean it doesn’t happen!
Of course we’d like to replace it for you, but my concern is that the replacement may have the same thing happen. Here are a few options for you to choose from:
- We can send you a replacement Veer Sofa shirt (would you like to try an even larger size to start?)
- We can send you a replacement t-shirt, perhaps in a different style.
- We can call it a day and simply refund you for the shirt rather than take the chance the replacement may shrink as well.
Let me know how you’d like to proceed and I’ll make sure it gets done for you today.
Thanks again for your feedback and for being a good sport in the face of bare midriffs — We appreciate it!
Kind Regards,
Elescia
Customer Service Sales & Support
Veer
Visual Elements for Creatives
http://veer.com
To: Service at Veer
From: Grettir Asmundarson
Subject: Re: Britney called. She wants her shirt back…Yes, it is difficult to put on a brave face in the face of shrinkage, but I’m holding up OK. And after getting the opinion of a few of my more fashion-sense-enabled colleagues, they informed me that while it did shrink more than one would expect, referring to it as a “belly shirt” was probably overstating things. (I don’t know, though. I’ve only got about 1/2” of clearance and if I so much as inhale there is definite ab-age.) And they felt that a Large would probably be sufficiently long. Even if it shrank as much as the Medium, it would probably still give me an additional inch of modesty-assuring fabric below my waistline.
So, I think I’d just like to arrange to exchange my Medium for a Large, if that’s possible.
To: Grettir Asmundarson
From: Service at Veer
Subject: Re: Britney called. She wants her shirt back…For you?
Of course! ;)
Look for a large Men’s Sofa t-shirt coming your way soon.
And if you know anyone with a slightly shorter torso that you can donate the shrunken shirt to, feel free! (But don’t make fun of them — that’s just mean.) Or if you ever want to show your midriff off around the house or at the gym…go for it!
Cheers, and have a great day,
Elescia
Customer Service Sales & Support
Veer
Visual Elements for Creatives
http://veer.com
Two days later I received not only a large, men’s Sofa T-shirt, but a Veer Logo Beanie and a Veer 2005 Calendar Planner, too. And shortly thereafter they added a small note below the T-shirt sizing chart:
* Women’s tees are shape-fitting girly sizes. Men’s sizes are snug-fitting too. You may wish to order one size larger than usual.
Well, as far as I’m concerned, Elescia deserves a big, fat kiss and/or raise (depending on Veer’s workplace sexual harassment and/or compensation policies) and a title change to Supreme Goddess of Customer Service and/or Liaison to the National Organization for the Abolition of Belly Shirts (NO-ABS).
Note: Like the shirt? Download the desktop wallpaper. It’s called “Relax” and it’s about a third of the way down on the left.
Comments
small mouse
you ought to wear it (the shirt) around someplace for laughs!
adam
Thanks for the story! I’m a huge fan of Veer, and so far I’ve heard nothing but good things about them. Glad to hear the new shirt is working!
Patrick Haney
That’s the kind of customer service that can make you completely forget about a bad experience with the product and make you want to buy from the company again regardless of what happened. It’s a shame more companies, internet based or not, don’t go out of their way to make the customer happy, especially when a sense of humor is applied.
Props for the good laugh too. That’s the sort of email I’ve sent to companies in the past, though I’ve never gotten that kind of response before.
Jodi (the future Mrs. Grettir)
My love, please feel free to send me the Medium. I promise I will wear it for you the night after we promise to love, honor, and OBEY each other in front of a congregation of our loved ones.
Grettir (the future Mr. Verse)
My Dearest Jodi,
Alas, I have already given the shirt to my sister Jenny. But I think you’d rather have this one anyway, since that’s about the only fancyshinydiamond my budget would allow right now.
And would you settle for “love, honor, and acquiesce”?
Jodi (the future Mrs. Grettir)
Nothing about being with you would be “settling”, my dearest G.
So, in other words: Yes. Absolutmente.
jenny
Sorry, Jodi–-I’d send you the medium, but I’ve already sweated in it.
Chris
Get a room!
emily
chris: A-FLIPPIN’-MEN!
Suzy
the girl wearing the shiny diamond t-shirt needs to wipe the chocolate off of her mouth
jenny
I think it’s a leech. Or a beauty spot gone very, very wrong.