Back in a different life I worked for a seminar company managing very large seminars. These were all business oriented and quite good – one of my favorites was “How to give Exceptional Customer Service”. Word of mouth advertising is so much more effective than other forms. For instance; “95% of people will tell everyone about poor customer service, only 5% will tell about the good”. I’ve tried to reverse that in my life. Okay, I’m getting to my point…
Like many others, I’ve shopped more online in the last couple of months since our world has changed. Remember I have a dog and two cats. Food, treats and cat litter! Besides the food and treats I’ve ordered my favorite cat litter from Chewy.com and I order enough to last for awhile is it’s more economical that way.
So I receive four 28 pound boxes of litter – that arrives in two large boxes from Chewy, and I have to physically open the large exterior boxes on the porch and bring the boxes of litter inside one at a time. That in itself is a challenge. One 28 pound box is HEAVY for me.
One of the outer boxes in my last order apparently was walked on by an elephant 🐘…. as it was entirely smushed and taped back together. When I finally got it open there was litter EVERYWHERE. So, that order actually had 3 boxes of litter that were usable and I had a mess to clean up. I blame Fed Ex as they’re the ones delivering it.
Contacted Chewy and explained. Told them I didn’t blame them but they needed to contact Fed Ex. Next thing I know I’m getting an email telling me a new order was being shipped to me. What, wait – I didn’t place a new order. But, low and behold, a couple of days later I received an entire new order – four 28 pound litter boxes – no charge! They didn’t just replace the damaged box of litter, they replaced ALL OF THEM! So, if you’re counting, that’s now SEVEN heavy boxes of cat litter that I have!!! 😆❤
Imagine my surprise. And now…. I have enough cat litter to last a LONG time 😳😀🐱🐱💗 Now that’s what I call EXCELLENT customer service!!!!
It’s great they replaced them for you bot that sounds like a lot of litter, you’re set for a while now, ahah! 🙂
Hope that you are having a nice weekend! It’s a quiet one here as it’s raining again!
You are right – that’s a LOT of litter. We’re set for quite awhile. Kinda busy weekend – though I’m taking a break for doing very little today.
Iris
I believe in sharing good customer service, too. So I appreciate this post. I haven’t tried Chewy.com but my daughter used to use it when my grandkitty was still alive. Because of your testimony, I am going to check out Chewy. Would like to know about this litter, too. Is it crystal litter or more like clay? We use Tidy Cat and it is very heavy for me. I would like having it (or another brand) delivered rather than wrestling with it in the grocery cart, getting it into the trunk of the car and into the house. Bravo, Chewy!!
I hear you about the kitty litter, But no, the brand I use is not necessarily light weight, but of all the brands I’ve tried (and that’s a lot), I like this one the best. I tried some of the crystal and lightweight ones but neither I or the cats liked them. I chose the larger boxes because it saved a few cents, but my future orders will be for the smaller boxes, just more of them. As I think I mentioned, I LOVE Chewy.com. You do have to order $49 to get free shipping (and I’m all about free),… Read more »