This is the tale of a product return. You know, that messy situation that happens from time to time. You order online, only to be dissatisfied for whatever reason with the item when it arrives at your door. It can be quite the conundrum, especially when dealing with discount and flash sales sites, or other online-only sites. And it can be especially tricky when the item is marked as non-returnable.
Such was the case with my recent One Kings Lane purchase. Will this be a happy ending?
A One Kings Lane Purchase
I’ve been a fan of One Kings Lane for awhile now. Recently I’ve been in a redecorating phase, diligently watching their sales, plotting out my next purchases. High on my “to buy” list were three counter height chairs for our kitchen’s center island.
And there they were, front and center at One Kings Lane. My diligence had paid off. My counter chairs, already marked down, were now an even better deal with my 30% off coupon! Further review of the furniture specifications indicated these were indeed the chairs I wanted, meeting the minimum height requirements to match my center island.
I just couldn’t wait any longer. Click! Three chairs purchased. I now anxiously awaited my chairs’ arrival. I was so excited when my chairs were sitting in my driveway just a few short days later. Wow! That was one fast delivery. Score big points for One Kings Lane.
A One Kings Lane Customer Service Request
Sadly, my happiness quickly dimmed. Upon removing one chair from the box and placing it into position, it seemed awfully low, especially when compared to my old chairs. Was it me? Had I shrunk overnight? Out came the yardstick and much to my dismay, the chairs were an inch lower than advertised. Even lower when you sat on the cushy chair seat. That wasn’t good for us short people in the house. Meaning, me.
What to do, what to do? These chairs were “final purchase,” no returns. But it wasn’t my mistake! It was a product mislabeling on the website.
Now, I understand. These things happen. There is a risk when purchasing items from online retailers as you don’t get to see, touch, or try a product before you purchase. And herein lies the true test of any online retailer. What would One Kings Lane do about my “final purchase” chairs? Chairs that, through no fault of my own, were not as advertised.
I quickly emailed One Kings Lane the details of my mislabeled chairs via their customer service page. Then I nervously awaited a response, not sure what to expect. I’ve dealt with other online returns, and honestly, they don’t always go well.
You Have e-Mail!
And there it was in my email in-basket. A response from One Kings Lane. I actually hesitated to open it, not wanting to hear bad news. Finally I did. Not bad news. It was actually promising news. Not a return authorization, but not a denial either.
It was a request for photos showing my dimensionally challenged chairs. Fifteen minutes and two photos later, my digital chair height dispute was off to One Kings Lane. The waiting began again.
Whoa, What’d They Say?
That was my initial reaction when I received One Kings Lane’s response to my photos. Yep – you guessed it. They authorized full reimbursement for the chairs upon return to their warehouse. They even offered an additional 30% off the chairs if we chose to keep them. Which, sadly, we did not. I really liked those chairs. Just didn’t like sitting with my chin practically on the counter!
So began the physical process of returning the chairs to One Kings Lane. Once again, Customer Service came through in shining colors. Within 24 hours of notifying One Kings Lane that indeed, the chairs needed to be returned, the chairs were picked up out of our driveway and on their way back to the One Kings Lane distributor. A full refund was issued shortly thereafter.
Total time to resolve our height-challenged chair issue? Twelve days, from start to finish. Subtract the five days that we took to consider keeping the chairs for the additional 30% off, One Kings Lane took seven days to respond, and then retrieve, the chairs. I think that’s pretty darned good service!
One Kings Lane Customer Service = Top Notch!
One Kings Lane just earned a top-notch customer service award from me! And I will most definitely shop there again.
To learn more about One Kings Lane, check out my prior blog post, One Kings Lane – For Stylish Home Decorating Deals, or the One Kings Lane website.
Shopping online can result in some great deals, but it can also leave one frustrated if that item is less than expected. The true test of an online business is how it handles a customer complaint. Usually one only reads about customer service “goes bad.” But I’m here today to say that yes, indeed, there still is good customer service out there!
Have you had a particularly good customer service experience you’d like to share? Tell us about it in the Comments section below.
Images from One Kings Lane and Wikipedia.