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May 01, 2009 / Friday
Peet's Customer Service WIN
I'm still behind on my rants about various company FAILS, but once again, I'm taking a few moments to give props for a WIN.
Today's hero is Peet's Coffee & Tea. I get my beans from them, and ask for the beans to be ground to a particular coarseness. Recently, I've asked for the same setting at three different stores and gotten three wildly different levels of coarseness. This made for some unhappy mornings with my espresso machine.
Late Monday night, I sent them a detailed e-mail about it. I got a reply the following afternoon, promising to forward my e-mail to the store managers involved, along with a direct follow-up.
Less than an hour later, I got another e-mail, this one from the district manager. Her reply detailed the follow-up she'd done specific to the stores and dates mentioned in my e-mail. It named names, promised to remind stores to perform daily grinder calibration checks going forward, and offered to send a replacement for my latest slightly-too-coarse purchase. I wrote back with my purchase details and a shipping address.
On Wednesday, I got an e-mail from a customer service rep. She explained that they could do only full pound mail orders of half-caf blends and hoped that sending me a pound instead of a half pound would be okay.
On Thursday, they roasted, ground, and shipped my order. So said the e-mail.
On Friday, I received a pound of freshly roasted, properly ground coffee in the mail. In a separate envelope came a free drink coupon, two unused half-pound bags, and a handwritten note. Why the half-pound bags? The note explained, "I thought you might prefer to split the pound."
Way to go, Peet's customer service!
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Update: 2009-05-04 @ 4:41 PM
I got an e-mail from the district manager the following Monday morning to make sure I received my replacement grounds as promised. Bonus WIN!
Comments
That's awesome!!
Posted by: Snarfdog at May 1, 2009 08:46 PM
Great to hear that Peet's got a WIN. I've been a big fan of theirs, since they actually get that there are people like me out here who like black tea, but not herbal tea or coffee, and that all black teas don't taste the same. SBUX has exactly one type of black tea that I am willing to drink (Awake)...and IMHO it's mediocre, at that. Usually I don't bother unless I'm being social. Peet's has (gasp) a *choice* of black tea types, so it's great to hear that they're doing more things right! Go Peet's!
Posted by: McJedi at May 4, 2009 12:09 PM