Normally I don't just do random posts on businesses unless they blow me out of the water in service, price, and more service, and compassion then more service.
With the internet becoming more and more a place to shop you don't expect a company to stop what they are doing to make a difference in one of their customer's lives especially when they have millions that shop with them on a regular basis.
Let me tell you about this. Imani my fifteen year old has a little virtual assistant job she does for one of my clients at the office to make her own money. She is paid via paypal and literally shops for all of her clothes, shoes and other items online the minute she gets paid.
Several times she has been gifted an Ipod which she proceeded to lose so she decided this time she would buy her own mp3 player which was right around the time that I lost my OWN Ipod.
She went to Overstock.com and ordered a Memorex mp3 player which retails at Walmart for like sixty dollars for only seventeen and some change.
It arrived in record time and she was in bliss for like two days working and playing, downloading music and enjoying it. It abruptly stopped and she came in my office looking sad. I hate the look. I mean she knows I'm not going to NOT do anything but she insisted "Ma it's only seventeen dollars I will just wait and get another one."
Within that time I found my Ipod and was giddy with excitement about only to be sad about Imani not having her player to enjoy her songs she bought to listen to on her little Memorex player.
I was so upset about my daughter's sadness I tweeted about it. Yes I did and guess what? Got a response from Overstock.com's customer service department yesterday! Mind you I was not looking for any response at all really but from my Facebook friends on either buying her a new one for Christmas or to never let her buy anything online again. (My twitter account is connected to my Facebook account ok?) I got it bad I know.
I had no idea that Overstock.com even HAD people checking Twitter.com like that but apparently I know different now. James from Social Media Customer Service promptly sent me a message on Twitter to contact him via email. Which I did. Five minutes later he emails me and tells me he sent my case to Joseph who promptly CALLS my cell phone and tells me they are mailing Imani another one and it should be here within 2-5 business days AND he sent me a UPS shipping label to send the bad mp3 player BACK. That took all of what 20 minutes of my day and all it took was a freaking TWEET!
I am beside myself with happiness over the unexpected response to my tweet for advice and instead got a live human being from Overstock.com instead. I matter so much to them they stopped long enough to respond to my plea for help and resolved the issue in less than 20 minutes. Talk about having faith in a company! I wanted to make sure that everyone out there knows that I had a great experience with the company, the customer service and compassion for me wanting to help my daughter was impeccable and yes I would use them again. Matter of fact, Mamma things she will do it today! I am THAT impressed. I have never had such a fast response from any other online company in my life and in today's market that is SO important that customers know that there are LIVE people behind the pretty pictures in that window on our desk called computers.
Overstock.com, James, Joseph, you represented them well today THANK YOU ONCE AGAIN......outstanding service and response.
Now try them for your selves.
(NO this is solely my opinion I am not being paid for this endorsement)
Til Next Time,
PS I will post pics the minute the new player gets here!
Mamma (Y've)
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