I know that Instagram ads aren't always reliable sources of product reviews, yet I still sometimes get hooked by the great-looking products and deals that feed into my algorithm. When I saw this sweater, it looked so cozy and soft that I decided to buy it. I ordered one in my usual size, medium.
Here's what I got:
I'd like to clarify that I don't believe I have unusually long arms. That said, I am 5'9"ish and have arms that I've always thought were the right length for someone my height. In no way did it seem that the sweater I got was fairly represented by the one in the photo, so I did two things.
First, I chastised myself for falling victim to Instagram marketing ads. Whoever works my feed knows that I'm a sucker for sweaters and that I realized last year that I don't have many in cream colors. I should have known better.
Then, I wrote an email to Stitches of Margot explaining that the posted image didn't seem like truth in advertising. I suggested that they put notes next to their photos saying something like, "This model is 4'9", weighs 100 pounds, and is wearing size XXL." That notation, which I've seen on some other advertisers, would have made clear that a medium would not fit me.
I was delighted to get a personalized email back thanking me for the suggestion and asking me how they could make things right for me. The customer service representative responded promptly to all of my questions and offered thoughtful advice about the most cost-effective way to make sure I would end up with a sweater I would like.
It took me a few email exchanges to come up with a solution I was happy with, and at every step, I was impressed with the professionalism and personal feeling of the customer service. Even though the first sweater wasn't what I thought it should be, given the advertised product, I ended up feeling great about the company.
Have you had any great customer service experiences you'd like to praise? Please share your responses in the comments.
I love that you pursued the sweater problem, even though your expectations were low. It was nice to get such a positive response. I hope the purveyor follows through.
They did. They sent me their largest size — it’s still not nearly the same shape as in the photo, but it’s better. I wouldn’t buy from them again because they’re clearly aiming at much shorter people than I am, but I was impressed with their customer service.
We put a big emphasis on our customer service, especially as the qualm is usually valid 🙂
I’m not surprised that your company takes customer service seriously — you’ve always been good with people! (Want to write a guest post about your company?)
That could be fun!! Let’s coordinate over text.
Perfect. I’m in.
Can’t wait for this one
Love the wopo connection here!
Too bad you don’t enjoy knitting.
Wait, no fair. I do love knitting. And crochet. And also love buying sweaters made by machines.
(will include a bit of background information) Setsubun is a holiday in Japan marking the day shifting from winter to spring. There are fun traditions such as throwing beans to fend off bad spirits to eating ehomaki (long sushi rolls). (short explanation here: https://www.japan-guide.com/e/e2285.html)
On this day, I went to a teppanyaki restaurant (hibachi) for dinner. While we were among the last customers in the store before closing, I noticed the head chef preparing ehomaki for his staff. I was explaining this tradition to my friend who was unfamiliar with it, and before we knew it, he served us some as well. Everyone in the store was so kind to help us eat it the “right way” (holding it in your hand instead of using chopsticks, facing a certain direction, not saying a single word, etc.). Although I was absolutely stuffed prior to having the ehomaki, I was glad to have experienced this tradition first-hand. A heartwarming experience, and one that will bring me back to the restaurant.
I love this from every vantage point — that chef created a loyal customer by going so far above and beyond, and he probably had a great night, too!