Handle With Care

Here is a true "Customer Service" story:

I ordered a plain black luggage set on sale from LL Bean. Spoke to LL Bean Sales Rep to confirm on time arrival before our trip to NYC. Yes. Plenty of time. Two days later I tracked the package on the UPS site. Luggage will not arrive until the day after we leave. Hmm. Call LL Bean to see if they can call UPS. Nope. It's already in transit (to arrive late.) The sale luggage I ordered is now no longer available.

Here's what they offer to do:

I get upgraded to a better set of luggage for the price I bought the first one.

They ship it to me 2nd Day Air free of charge.

LL Bean cancels the delivery of my first order.

Nice people; Great products. Since 1912.

Now if only I can rely on the JFK baggage handlers to handle my luggage with care...

LL Bean: I heart you.                 Ballistic Rolling Set $299

SHEShops Flashback: Why Customer Service?