People, myself included, love to turn to social media to complain when a company does wrong by them. Unfortunately, this fact often makes it very hard to find consumer reviews of products and services that are positive – it's much easier to raise a stink than to give praise. Well, I want to use this moment to call out three companies that have provided me with amazing customer service using social media. Warby Parker Warby Parker is a company that has been turning the eyeglass industry upside-down. Okay, maybe that's a bit overstated, but they are certainly poised to do so. In a nutshell, they provide prescription eyeglasses that are highly fashionable for only $95. They also will ship up to five pairs of frames for you to try on at home before you purchase to make sure you like them. As the icing on the cake, they donate a pair of glasses and a portion of the proceeds to a wonderful charity called VisionSpring. I've already ordered two pairs from them personally, as well as referred four or five others that have all made at least one purchase and it's mostly due in part to their fantastic customer service.
When I first went to order my home try-on's, I was having a problem with the website. It wouldn't accept my order and kept crashing the server. I made a comment on Twitter about how disappointed I was that I wasn't able to order my try-ons and within 30 minutes I received a phone call and email from a member of their customer service team trying to assist me in solving the problem. After we both realized there was something awry with the site, the gentleman took my order over the phone and gave me free overnight shipping for the inconvenience. I was so impressed by the proactive engagement on Warby Parker's behalf, not to mention the beautiful glasses, that they now have a customer for life in me.
Eye-Fi I have been using an Eye-Fi memory card in my camera for a couple of years now. An Eye-Fi card can do many things, but the main reason I use it is to have my photos geotagged automatically. A couple of weeks ago I realized that my photos were no longer being geotagged in iPhoto and mistakenly thought I had to pay $30 for a yearly subscription rewnewal of HotSpot access. After making the purchase and still not seeing any geotagging data, further investigation showed me that my model Eye-Fi card includes free lifetime geotagging. I emailed customer service and told them of my mistake and within 24 hours I had a refund in my account.
Where the customer service really impressed me was when trying to identify the cause of my geotagging problems. Evidently, recent iPhoto and Aperture updates have essentially broken the reading of the Eye-Fi geotagging data. After pointing out the issue to Eye-Fi on Twitter, they spent a lot of time trying to figure out what was causing the issue. While the problem currently remains, I have seen my issue escalated to their support forums by members of their team who really appear to be working hard to get to the bottom of this.
The Tie Bar I will be the first to admit that I have a bit of an obsession with The Tie Bar. After discovering this amazing company a couple years back in GQ, I was hooked. They create gorgeous, highly-fashionable ties and accessories at unbelievable prices. Every time I get an email from them with the season's new additions, I usually buy at at least two or three ties.
Last year, a tie that I ordered was marked as "delivered" by the Post Office tracking, but it never made its way to my front door. After reaching out to them on Twitter, I was handed off to a customer service representative that really went above and beyond to help track this tie down. A few days later, the postman evidently found it in his truck and delivered it to me, but the whole time The Tie Bar was in contact with me to try everything they could to track this down. What really impressed me is that they recognized me from my previous purchases and knew I was a loyal customer and not someone trying to rip them off. That little act of telling me how much they value my business really made me appreciate them much more than just another company, but a brand that I now have a real, human connection with.
What "kudos" do you want to give to a deserving company? Let me know in the comments.