Christmas in our family used to be unbelievably chaotic. Between Billie and me, we bought gifts for well over fifty people. Most of those had to be mailed. We were usually guessing about what would work and what wouldn’t. And all of those gift receivers felt obliged to reciprocate.

A few years ago, and I believe this was Billie’s idea, we said to each and every adult sibling,  cousin and child, “This year, we would like you to make a donation for us to one of these charities in lieu of a gift, and we’d like you to give us a charity to donate to in honor of you.”

We all agreed that this did not apply to children; real kids (not kids at heart) would continue to receive the wretched excess of the season.

We were surprised at what a hit this idea was, and we’ve continued it ever since. We made one exception. Billie and I agreed to give one gift to each of our adult children, selected by them. The “real money” went for charities, but you also got something small that you wanted.

This year my daughter asked for a very pretty sweater on substantial sale at Loft, the women’s clothing retailer of Knitwell Group. She provided a link that promised delivery December 21-24. Easy-peasy.

Loft

Mid-December, I was notified by email that my order had “shipped.” On December 21, I checked the link provided and it said a “label had been made and the item was awaiting carrier pick up.” I clicked the UPS tracking link and it said that the shipper had not yet “released the item.”

I went on the website and was directed to the chat. I was told by a chatbot that there was unusual volume, to leave my information and someone would get back to me. The next day I contacted the chat again and received the same message, so I called the customer service number provided. I declined to leave a message to the phone tree bot, and waited forty-five minutes to speak to a real person, who checked the order number and told me the sweater had been shipped on December 19^th and was with UPS, and then disconnected while I was in the middle of explaining that “UPS hadn’t received the item yet.”

I called back and waited another thirty minutes to talk to a real person, who at least this time clicked the UPS tracking number link, and realized that the item hadn’t in fact been shipped. “I’ll escalate this, and someone will call you within twenty-four hours.” Click.

I received a nice form email from Knitwell Group explaining how they “understood my frustration.” and gave me a case number, reiterating that “someone would be in touch in twenty-four hours.” I replied with a “thank you.” That email bounced, because that “address is a no reply address and if you still need assistance, please email to customer support at Knitwell.” I did but received no response, but now I had both an order number and a case number. “Now we’re getting somewhere,” I thought.

I called Loft customer service on Christmas eve and, after the obligatory thirty minute wait, was told “the label is in the warehouse but they probably don’t have the item in inventory so they’re getting it from one of the stores.” I gave my daughter  an I.O.U. at Christmas along with her “donation honor’, and resolved to follow up after Christmas.

I never did hear from anyone the case was escalated to, or talk to a real person at Knitwell. I sent several emails to both Loft customer service and Knitwell customer service at one point even threatening to escalate it to the CEO who is on LinkedIn, but I didn’t think it was worth $500 to reinstate my Premium membership just to vent my spleen.

Then Loft sent me a survey. Boy, did I have fun with that!

On January 8, I received two “understand your frustration, so sorry” emails one from Loft and one from Knitwell with notification that my credit card would be refunded. On January 10^th with no refund in sight, I clicked on the original sale link again. “They are still selling this thing online!” I complained to my wife.

I clicked the link, and selected “pick up from store.” A list of stores in my area came up, most “item unavailable,” but there was one about thirty minutes’ drive away that reputedly had the sweater. I bought it (again), with trepidation. A day later I received a “ready for pick-up” notification, drove to a mall Loft store where they had the sweater ready for pick up.  Everyone in the store was pleasant and my daughter loves the sweater. I received the refund on the original order the same day.

Even though I eventually got the sweater, and the Loft CSRs I spoke with were polite, and the store customer experience (CX) was pleasant, I am unlikely to go back to Loft. I feel that someone might have suggested this workaround, maybe even in time for Christmas.

Chewy

“And now for something completely different,” as they used to say on Monty Python.

Chewy is an online pet supply company founded in 2011. We began using Chewey when our dog Pip was a puppy. The online order system was smooth. Delivery was always as promised. We ordered dog food, treats, flea and tick and heartworm meds, toys for our dog and for other family member’s pets.

At one time, the boxes were heavy, and the FedEx driver began leaving them outside the garage. We called FedEx and they were very nice, but the driver didn’t change behavior. My wife called Chewy. They resolved the problem instantly.

Whenever we called Chewy, the customer service reps, gave their name and asked about Pip by name. I’m sure we filled something out early on, and it was available on computer, but the conversation became personal and pleasant quickly.

Last year when Pip got diabetes, the vet recommended we use their pharmacy for prescription food and insulin. Deliveries were late, and expensive and my wife asked Chewy if they could accommodate us. She got off the phone almost in tears. “The rep was so sympathetic about Pip’s diabetes.”

Pip passed on this week and Billie called Chewy because we have unopened diabetic food and  treats. Really she just wanted to know how to dispose of them. Chewy gave her a full refund and suggested ways to give things away. “He asked. ‘how old? 13 ½ is old for a Lab’, and said ‘you folks gave her a great home and a lot of love.’”

Last night we received a flower delivery, with this card.

OK, I get that there are reasons for these different customer experiences. Both are online retail, but Loft is clothing, Chewy is about a loved pet. The Loft experience was a one-time purchase of a sale item, and a crazy Christmas season comedy of errors. The Chewy experience was a years-long relationship. But the differences are still stark.

At our age, I doubt we will get another pet, but I can tell you that I will sing Chewy’s praises to every pet owner I meet. Loft? Not-so-much.

Customer Service, Customer Experience (CX) should be called Customer Care. Chewy may not use that name, but they care, and I can’t help but think that’s a result of leadership.