It’s a rare day that I get what I believe to be adequate customer service. It’s an ever rarer occasion that someone exceeds my expectations, but this is exactly what happened this past week with Crate & Barrel at Yorkdale Mall.
We’ve been in the market for new curtains for our living room. Having completed an exhaustive search in stores and online we settled on the Woodberry Curtains from C&B. Before making the trek up to Yorkdale – and rather than dealing with their always packed parking lot for nothing – I called the store to make sure they had the item in stock. A friendly staffer named Barbara answered the phone and indicated that it wasn’t in stock, but that the folks in the linen department could better serve me. I was promptly transferred over to another Barb (who had been briefed on what I wanted!!!!).
Barb verified that that the item was not in stock but more were on order for delivery in late March. Before I could tell her I wanted to buy them now, she offered to order them and have them shipped directly to me. Using this method I could get the curtains in about a week.
I accepted her offer, gave her my address and credit card details, and was on my way.
Two days later I received an envelope from C&B containing my receipt, a hand written note from Barb thanking me for my purchase, and letting me know that she didn’t have a swatch of the material on hand. Instead she sent along a product catalog, and the tech/care specs for the curtains.
After two more days, to my surprise, Purolator delivered the curtains to me.
I felt like I fell into some time warp and landed in a time where retail sellers are interested in taking care of buyers. Why aren’t there more people in retail like Barb?
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