Well, it finally happened....I opened my monthly supply of Silencer Smooth and only had 3 of my 4 bags Quick email sent with order number and a note about what happened and 5 minutes later I had a confirmation number for my missing bag of coffee . These guys and gals are top notch. That is customer service and I really appreciate that. Just thought I'd share my experience and recommend them for all of your coffee needs.

Good for BRC. Everybody will eventually make a mistake, and one of the differentiators between a good company and a bad company is the way they respond to mistakes. Owning up to your mistake and quickly rectifying it with minimal hoop jumping for the customer is the mark of a good company.

On the other hand, we've all encountered companies that deny, obfuscate, and/or make the customer jump through tons of hoops. Two examples:

I ordered 2 items from a well reviewed electronics on-line retailer. One was $250 and the other was $1000. The $250 item arrived promptly, but the $1000 item was never shipped. My credit card company wouldn't do anything until I returned the $250 item because "by keeping it I was agreeing with the shipper." After it was returned, the company refused to refund my money so I got my credit card company involved. Then, the company decided to up the sleaze factor by repeatedly lying. I'd type up a factual e-mail with attachments, and the mf'ers would type a 1 or 2 sentence rebuttal full of lies. The credit card company would side with me, then side with them, then side with me, rinse & repeat for weeks. I had immaculate records including the manufacturer's spec sheets showing the $250 item weighed 6 lbs and the $1000 item weighed 25 lbs and their UPS label was for 7 lbs. It was finally and permanently resolved in my favor once I got an actual American on the phone at the credit card company. The experience identified 2 bad companies - the electronics on-line retailer and my credit card. I cancelled my card and never used the on-line retailer again.

my doorbell cam stopped communicating and when I called customer service they quickly diagnosed that it had a defective battery (ie good so far), but they made me return the old one before they would mail me a replacement. We're not talking package dropped off at UPS either, we're talking UPS completing delivery to a different time zone, them inspecting the unit (BS since I had sent photos while on the phone), and the next day they shipped a new one. I had no doorbell for approximately a week. I had previously recommended the doorbell, but stopped due to their poor policies.

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Ego is the anesthesia that deadens the pain of stupidity

DISCLAIMER: These are the author's own personal views and do not represent the views of the author's employer.