Quite often you’ll hear more people complain about bad customer service than you will those who will share their good customer service experience. I’m writing this blog post so I can share a recent experience I had this week that I was blown away with.
Over the past few weeks I’ve been doing my research and looking at purchasing some indoor soccer shoes. The soccer team I coach are training inside now (it’s cold in Tennessee!) and the last pair of indoor shoes I own are worn out (the Puma Speedstar). We resume outdoor training in March for the spring season, but will still maintain an indoor practice once a week. This means that even when the typical winter indoor season is over, I’ll still need a pair of indoor shoes to train in.
The club I coach at is a Nike Premier Club, and all of our gear is Nike. So, I really only had one criteria when choosing my indoor shoes, they had to be Nike. I’m really not a fan of the bright colors (even though they do look great), so I wanted something that was a little unique, but were on the classic side as well. I opted for the Nike Tiempo Legacy IC from Soccer.com, and chose a size 10.5 (my regular size). Two days later I received the boots and posted a pic of them on Instagram – I was pretty excited to try them out and post a review.
Unfortunately, as I tried them on and wore them around the house, they seemed very snug fitting, more so than I usually experience during the breaking-in period. The next day, I tried them on again, and the same thing, they were way too tight. I tried them on using regular socks and then with soccer socks and they just didn’t fit. I had to send them back. I was pretty disappointed because I was really looking forward to wearing them.
After a few days of waiting, I get an email from Soccer.com that says they are unable to exchange them for a larger size, so they were refunding my fee. The email also said that if I ordered via phone, that I would receive free shipping (since I paid to ship them back). I don’t know about anyone else, but I really don’t like ordering by phone, I much prefer online because of the convenience.
Last night, I decided to just forfeit the shipping fee and order a pair of Nike Mercurial Victory IV. After I placed the order I left a comment that there was no place to include my Return Number to get free shipping (since this was really an exchange purchase). Thinking nothing of it, I checked my email at lunch today that there was a message in there saying that the shipping would be free! How awesome is that? Someone actually took the time to read the comment that I had left, and put my words into action. That is the true meaning of customer service right there.
Thank you to the person who read my survey comments, and to all the folks who make Soccer.com such a great place to get gear!