To often people only talk about the poor service they get. We rarely talk about the excellent service (I remember reading somewhere that a person who experiences bad service will tell 10 other people. The same person who experiences good service will tell only 2). So I figured I’d share this experience.
I needed a gallon of Buck Wheat Honey. I wanted Eastern Buckwheat for that intense "barn yard" aroma and the powerful flavors. The places where I've ordered it before were out and I needed to get some... had to get some... wanted some.........it gets obsessive sometimes.
Anyway, I found a place in Ohio, called eBeehoney.com and ordered a gallon of Buckwheat honey and 2 gallons of other honey.
When I received the package on the 23rd, it had been damaged. The other two gallons of other honey were fine, but the Buckwheat had been crushed. Basically, I received a squashed 1 gallon plastic bottle and a bag of Buckwheat honey…thank God it was in a plastic bag!
I wrote an email to eBeehoney explaining what had happened. I had fully expected the reply would be in the form of "oh well, we shipped it... you need to contact UPS".
Not so! Within a half hour of sending the email, I got a response from Glen at eBeehoney(this was 6:30 pm last Thrusday). He explained that the shipment had been packaged correctly; surmised it had been damage caused by UPS and he’d ship out another gallon as a replacement.
there was no need for explanation, no excused, no shifting of blame… I wasn’t a happy customer and this guy was going to make it right.
An hour after that I had an email with a tracking. The next morning I was notified the package had been sent and today I received a replacement gallon of Raw Buckwheat Honey!
To me, customer service isn’t how someone acts when things are going good…. it’s how they respond when things aren’t going good. This simple act has made a customer of me to this place.
I needed a gallon of Buck Wheat Honey. I wanted Eastern Buckwheat for that intense "barn yard" aroma and the powerful flavors. The places where I've ordered it before were out and I needed to get some... had to get some... wanted some.........it gets obsessive sometimes.
Anyway, I found a place in Ohio, called eBeehoney.com and ordered a gallon of Buckwheat honey and 2 gallons of other honey.
When I received the package on the 23rd, it had been damaged. The other two gallons of other honey were fine, but the Buckwheat had been crushed. Basically, I received a squashed 1 gallon plastic bottle and a bag of Buckwheat honey…thank God it was in a plastic bag!
I wrote an email to eBeehoney explaining what had happened. I had fully expected the reply would be in the form of "oh well, we shipped it... you need to contact UPS".
Not so! Within a half hour of sending the email, I got a response from Glen at eBeehoney(this was 6:30 pm last Thrusday). He explained that the shipment had been packaged correctly; surmised it had been damage caused by UPS and he’d ship out another gallon as a replacement.
there was no need for explanation, no excused, no shifting of blame… I wasn’t a happy customer and this guy was going to make it right.
An hour after that I had an email with a tracking. The next morning I was notified the package had been sent and today I received a replacement gallon of Raw Buckwheat Honey!
To me, customer service isn’t how someone acts when things are going good…. it’s how they respond when things aren’t going good. This simple act has made a customer of me to this place.