On Monday of Memorial Day Weekend, I made a big purchase — I bought a new refrigerator. Having never bought a large kitchen appliance before, I took a leap and went to P.C. Richard & Son, a ‘big box” retailer here in NJ. (There are actually stores in NY, NJ, CT & PA.)
The salesman was nice. The process was painless. Until the day of delivery.
Delivery day came and went without my new refrigerator. After getting a bit of conflicting information from the local store, I tracked down the number for the corporate headquarters and was transferred to the Manager of Customer Service, Carol Anderson.
Carol was amazing. Apologetic, reassuring, funny — which totally diffused my dissatisfaction. Before day’s end, Carol assured me my new refrigerator would be delivered the very next day. I was hopeful but skeptical.
As if reaching Carol weren’t enough, the icing on the cake was an almost immediate reply tweet from the company’s social media manager, Allison Lambert. An awesome one-two punch for handling a grumpy customer.
As promised, my beautiful new refrigerator was delivered the next morning. The delivery men were pleasant, polite and efficient, making quick business of dismantling and removing my old fridge and bringing in the new one. (Up and down 15 stairs four times mind you!)
I immediately called Carol to confirm the delivery, thank her and compliment her on the delivery team. I also tweeted compliments to @PCRichardandSon along with tweets recommending that everyone consider purchasing there.
Carol and Allison both reached out to me — by phone and Twitter — to thank me for my feedback. As you can imagine — or may have read via Twitter — I am thrilled with P.C. Richard & Son!
Have you received great customer service from a retailer?