Customer service stepped up when…
Customer service stepped up when needed. Small, web-based companies have a lot to contend and compete with from shipping fees to return-shipping fees, labels, crossover of replacement & return items and larger companies who can absorb those expenses & risks pushing them further to the side of our virtual shopping cart until they’re back on the shelf. JJWinks was almost back on the shelf for me after paying $90 (on sale) for a nightgown that was too large. I also paid for expedited shipping - an additional $16. It still took a week to arrive - and using their sizing chart & listening to reviews to “drop down a size” I still ended up holding a lovely nightgown that was too large that I needed to exchange for the smallest size available. I quickly learned you cannot do exchanges. You have to return the item and wait for a refund - or return the item & pay another $90+shipping. At this point, I was also losing the sale price. I sent a message via email asking for assistance & initially was told they had no other way to assist me. I responded to tell them I would not be purchasing any replacement items or anything else from them in the future due to the cost & time prohibitive nature of a simple size exchange - and told them I understand the issue of going up against larger companies who have the ability to make online purchases more of a pleasure than a headache. This is when they stepped up. They honored my original sales pricing & mailed me an exchange while I mailed them my return. No more money exchange hands & they made it very simple for me. It did take two more tries on their end - as their fulfillment department sent me a completely different item on the first try, so the helpful lady I was working with immediately made it right & had them overnight me the correct item. Please understand, all small online shopping stores will have big issues from time to time. Those issues effect their bottom line much more than a mega company & the loss of customers is just one hit to that bottom line. I want to support shopping options away from the Amazons- but it takes patience (and extra money oftentimes) to help them take flight.