Happy ending after difficult start
I can't give 5 stars since I was sent the wrong product variant twice. However, thanks to Alex (chief happiness officer), I didn't go away as an unhappy customer. He made sure that I finally got the correct product with no hassle. What I particularly appreciated, in addition to the friendly treatment and a reduction for my next purchase, was the short response time, sometimes even during the weekend, and the personal answer that so pleasantly differed from the automated or semi-automated reply sh.. that one so often is confronted with when contacting customer service. All of this gave me the impression of being taken seriously as a customer. 5econds is not the cheapest seller on the net, but I am ready to pay a few percent more if I know that the customer service is 1. class. What I would advise in the interest of more transparency and honesty, is that you make it clear that your products are not manufactured in the US but typically in China. You could still advertise where you see the added value that you bring in, compared to a Chinese seller. The incomparably better customer service should be a major ingredient to that story. Also, I'm not sure if you are doing yourself a favor with some of the current policies for discounts -there is at least one that to me does not appear 100% compatible with leaving an impression as a highly reputable company.