Now that's service
Recently received an order from Crate & Barrel and they honestly do an amazing job of packing. Lots and lots of bubble wrap and tissue paper, usually double or triple the volume of the original object. It's actually rather comical just how well Crate & Barrel packs and just how much care they take in making sure the object gets to you in one piece.
Anyway, I was unpacking the box yesterday and it was a very nice dinner tray. Except that one corner had been cracked during shipping and then the piece fell off in my hand. Utter sadness. The packing slip that came with the shipment gave a phone number to call in case of an issues so I assumed it would be the run of the mill "Ship us the broken part back and we'll send you another one and oh yeah, you have to pay to ship it back to us." I also wondered since Sweat Sock City has a Crate & Barrel here, would I need to go to the store to exchange it for another one?
Anyway, Crate & Barrel apologized profusely for the broken tray and also for another item -- a soup bowl -- that had gotten scuffed. They said there was no reason for me to take the items to the store or to even ship it back to them. They said something along the lines of "Just throw those things away and we'll send you replacements free of charge within 3 to 7 business days." I was flabbergasted. Especially since the soup bowl is usable, it's just scratched up a bit. Crate & Barrel said it was just easier to send us a new one rather than do all the paperwork involved in reshipping/returning.
It was an amazing response and just so very helpful and very nice. Plus, I was SO glad that they didn't make me go into the store because as we all know, this might be the happiest time of the year, but certainly not in the department stores!
ps. If you are moving, I HIGHLY recommend Crate & Barrel packing materials. I'm currently in the process of moving (sniff!) and those gazillion yards of material for one itty bitty soup bowl is coming in handy as I move my frou-frou items.