Consumer Maven

Zappos Shoes

While I love my shoes, I also love good value.  Some years ago I came across an on-line shoe store called Zappos.  Not only have I ordered shoes from them, but so have friends and even an uncle has ordered from them.  Whenever people comment about my shoes, I am quick to tell them where I got them from and what a great shopping experience Zappos is.  Besides their 365 day return policy on unused shoes, they provide free shipping and free return shipping.  It is clear that the company invested heavily in good technology, as their site offers free form customer opinions, excellent communications (automated emails letting you know your order was processed, shipped, and/or your return received), and you can email them without having to use a web form.   Unlike some companies that have invested heavily on technology but make it difficult to speak to a human being, Zappos has never failed to amaze and astonish me both from their technology and their personalized customer service.

Last year I had an issue with a pair of boots I ordered and unfortunately, had worn.  The first customer service responses were positive but the issue still seemed left in my hands, or in my case, my boots.  A few days later I received another email from another customer service person who followed up on what was probably a new employee answer.  I make this 'assumption' because generally when I've had problems, Zappos customer service people provide action oriented responses versus suggestions.  The followup email came and due to the unusual situation involved with the boots when I first received them, they exchanged them for me.  In between this occurrence, I received a phone call from Zappos as well.  Was I impressed??  You bet I was.  Another thing I want to share with you.  Their email tag reads:

We are constantly striving to improve our service. If there is anything more we can do for you or if we could improve your experience, please do not hesitate to let us know. We are always here for you - 24 hours a day, 7 days a week, 365 days a year. We like to think of ourselves as a service company that just happens to sell shoes. 1-800-ZAPPOS-1 or 1-800-927-7671.

Are they kidding??? ABSOLUTELY NOT!  Zappos is a company that is serious about how they treat their customers.  For an on-line company, I've never experienced such a customer focused consumer business.  Once I emailed a question on a holiday and on a Sunday, not expecting a response until the following week.  To my surprise, I received an email that very day, and it was not a responder but an actual response to my question.  Whenever I've emailed questions, it is always clear that the person responding answers what I am asking, and does not cut/paste some pre-formed company line response.  Zappos has managed to make on-line shopping experiences almost as much fun as being in the store, and has provided customer service that in general has been better than service often received in retail establishments - even the brick and mortars. 

Whole Foods, Whole Unpleasantness

I was just returning home from my dentist's office, located on the Magnificent Mile in Chicago.  Having had a noon appointment, by the time I got out of their office I was famished, and decided to pick up something to eat at the Whole Foods Market on Huron.  I've had spotty experiences there.  There have been some visits where it was reasonably pleasant, but most often than not, I have found the personnel, particularly the cashiers, as very impersonal. 

My deli experience was good.  The gal there was pleasant and friendly.  I wish I could say the same thing for the check-out register.  I had a gift card which did not cover the amount of my purchase, so I asked the cashier if she would take the card, since I did not see a trash receptacle.  She gave me a defiant look and said she would not, that I should just keep it.  I said I didn't see a waste basket, didn't she have one under the counter??  She glared at me and said to just 'leave it on the counter, 'they'll' come clean it up later.  That was the beginning of a rather unpleasant and negative encounter. 

There used to be a time when I loved shopping at Whole Foods.  It was the darling of my consumer shopping experiences.  Now I only shop there out due to dietary requirements.  Instead, whenever possible, I go to Trader Joes or my local Jewel, both of which have FRIENDLY cashiers and employees.  Even when I use the automated check out at Jewel, there is always someone supervising the automated attendants who always makes eye contact and says "hello" or some other greeting.  Unlike at Whole Foods, where the "hellos" feel forced and mechanical, with the sincerity of con man, at Trader Joes and at Jewels the employees there connect to their customers on a more personal level, with open energy and an honest welcome. 

If I hadn't loved Whole Foods so much in the past, I wouldn't be writing about it yet again.  John Mackey has done some great things to lead WFM into the forefront of being a natural foods empire, and I would easily say that he could be credited for helping change the way many people in the mainstream now eat.  However, John Mackey is now in need of doing something to get rid of this robotic, dark energy that permeates his cashiers and much of his stores.  I have to admit that I'm a sensitive, so I do feel things many people do not.  However, in that spirit, I must say that because I feel it now, it is an excellent time to do something about it before everyone else, the non-sensitives, begin to feel it.  When that happens, it will be too late for Whole Foods.  Whole Foods needs a Spiritual Director, someone who can clean up this negativity and again make it into THE destination for those of us who not only value good food and social responsibility, but spiritual responsibility as well.  Right now, it feels like WFM is going into spiritual bankruptcy. 

JR.com Hauppage USB TV tuner

I often order items on line for my mother, who does not use a computer.  On several occasions, the best price/deal seemed to keep bringing up JR.com, and so she's had many orders put in with this company.  I was always impressed at the consistently rapid order processing turnaround.  With on line ordering, one expects that we will receive a confirming email for both the order and the shipping, and JR.com is no exception. 

When my old CRT style television finally bit the dust, I wanted the luxury of shopping around for an LCD that would fit my budget and needs.  Being a continual student of popular culture, I had to watch this season's newer television programs.  I needed a quick solution for the interim, and ordered a Hauppauge USB TV tuner.  It came quickly, I set it up with no problems on both my desktop and notebook, and had fun watching TV on either computer.  In less than a week I had what is known as an equipment failure.  Neither computer would any longer recognize the USB device.  I called JR.com and explained the situation, received an RA and soon after returning it, I've just received an email that my new tuner is being shipped out to me.

Many companies can boast low cost prices, but a company that can provide a competitive price AND great service is the company that I want to return to again and again.  When do we really find out about great service?  Unfortunately this experience comes when we have problems.  JR.com has not disappointed me, and I'll be glad to buy from them again.