Let me start by making it clear that I AM NOT a Yelp-er. I do not write bad reviews about a slow server, a rude cashier, or even when I find out the hard way my salad was spiked with avocado. Unless it is a life threatening or devastating experience, I do not let one negative occurrence sway my ultimate opinion on a business, service, or person. However, when a business, service, or person continuously fails me and has no redeeming quality, it’s time to move on.
Throughout this year, I have received damaged, incomplete, and just plain wrong orders from a very large well known online company that I once trusted for buying both necessary items and impulse buys. There’s just something about seeing that box on your front porch. With the click of a button and two-day free shipping, it’s like it’s my birthday. Lately, though, I haven’t felt that same excitement.
With one dog in our house (and a new puppy joining our family soon), I needed a new collar. I read reviews, found one that looked like it would help with “heel” training, selected the correct 18’ size, and pushed “complete order.” 48 hours later, I opened the box – and found a 16’ collar. I called the company’s Customer Service Department, explained the mistake, and a nice rep promised I’d have the correct item in two more days.
A few days later, the new box arrived. Inside? Another 16’ collar. I called again – and boy, was I mad. As it turned out, the item was listed incorrectly. To make matters worse, the supplier didn’t even offer the size I ordered at all. The rep kept calm, told me everything that she could for me, listened to my grumbling, and apologized.  But, I was definitely not satisfied. I was left with a full refund (of a whopping $7.28), two dog collars in the wrong size, and a chip on my shoulder. I hung up angry, swearing I would never purchase anything again from them.
The most important factor in continuing to give my hard-earned cash to this company is not that I expect my transactions to be problem free, but rather their approach to finding a solution when there is an issue. They not only broke my trust in orders showing up and in good condition, but they didn’t solve my problem.
Fast forward two weeks, I needed toilet paper and wasp traps. Still not happy about being unable to walk my dog, I swore this was a one-time exception to my “never again” declaration. So, I hit the magic button. And, everything showed up as expected.
Why do customers continue to purchase goods from a company that has fallen short multiple times? Trust. I may doubt the accuracy of the packagers, the condition of the merchandise, or the reliability of their chosen carriers, but I do trust that they want to (and will) fix their mistakes.
As a customer, it’s easy to condemn a business or product when they have a rough time meeting expectations and aren’t wowing you with reasons to stay. The best way to judge a company, however, is not by how they behave when sales are up and no one is yelling, but rather when there is a hurdle. Do they stand behind you and the product? Do they make it easy? How’s their attitude while doing it? Does it seem like they truly want to help and make you a priority? If the answer to all of these is yes, hunker down and withstand the storm. In the long run, despite some bumps in the road, you’ll be happier knowing you’ve given your business to one with its focus on you.
 
P.S. In case you’re curious, I have another dog collar on order – and, it should be here tomorrow (fingers crossed).

The Siren of Support is generally forgiving of bad service. Until it’s bad. And bad again. What keeps her ordering anyways? Trust. Why do you? Share your thoughts below or message Sari directly.