Michael (druid_va) wrote in goodservice,

Cafe Press

I'm going to hope I'm not calling this too soon but...

I ordered Salute to Sirius Labrador Framed Tile in addition to Salute to Sirius Large Mug from Cafe Press. The tile was for me and the mug is for a co-worker's birthday.

The order shipped quickly, delivered quickly, no issues. Open the box and the tile had come out of the frame during shipping. I wouldn't have been too worried except it had slid around loose during shipping and had scratched up the wood frame.

Put in a request to return it for an exchange with Cafe Press on line. Received a confirmation of my request almost instantly and within an hour received the following e-mail from Customer Support:

Dear Michael,

I am sorry to hear your order was not received in perfect condition. I want you to be 100% satisfied with your CafePress.com experience.

I am ordering you a replacement right away at no additional charge. You should receive the replacement by August 22nd. Your new order number is XXXXXXX.

I know the item you received is not up to your complete satisfaction. However, I do not want you to incur any extra charges sending the item back. Please discard the defective item.

If there is anything else I can do for you please let me know.

Your ticket code is XXXXXXXXXXX. Please use this code in any further communication.

Best Regards,

Nikita F.
CafePress.com Support Representative

Totally awesome and more than I was expecting. I would have gladly returned the damaged one for a replacement. The fact that they don't want me to worry about that is (to me) a mark of great customer service. I will definitely deal with Cafe Press more in the future because of this.

BTW: Unless you feel like having a good cry, do not read Sirius's story on the main item page.... really do not do it.
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