1-800-CONTACTS Customer Service | Brand Experience Project

by Jamie Sanford on February 29, 2016

Click here for all posts in the Brand Experience Project.

Wearing contact lenses, for me, is a necessary evil. Luckily, in our current time, purchasing them online is a snap. The gold standard is 1-800-contacts.com, who I’ve been purchasing from for years. I recently had my first negative product experience, where 2 brand-new lenses were scratchy in my eye when I first started using them. This obviously makes them unwearable, and I was hoping to get replacements, since they are meant to last for a month.

I did not record the transaction with screen shots, but I had a live chat with Taft from 1-800-Contacts, and he was lovely and super fast and helpful. The experience could not have been more pleasant. He stated that they have a 100% satisfaction rate on their products and that he would create the replacement order immediately, which he did.

As someone who works in and around customer service for e-commerce, I always try to contact companies online, publicly, when I get great service. I have received many nice responses from companies, but nothing as specific as this. After I posted on Twitter, I received a response with a request for the representative’s name – with indication that they want to give that person lunch! I’m so glad that my representative had a name that stood out to me (Taft!), and it was a lesson in making a note of the person who helped you.

All in all, I was so much more excited when I found out that Taft would get a free lunch because I shouted him out. It’s a simple gesture by 1-800-Contacts, but lovely. I certainly hope that in addition to lunch, that something is added to Taft’s employee file to help his case come review time.

You can see my Twitter conversation with 1-800-Contacts below.

Related Posts Plugin for WordPress, Blogger...

Thanks for coming by to visit JamieSanford.com. If you enjoyed reading this post, please follow @JamieSanford on Twitter, subscribe to the RSS Feed or subscribe via email so you'll always be updated of my latest posts! Just enter your email address below and click the Subscribe button.

Previous post:

Next post: