Good Customer Service at Big Als Online

[MarkP]

For those not familiar with BigAlsOnline.Com, the sell a fairly large selection of aquarium products at very good prices.

A recently made a purchase from them, and everything went perfectly till UPS received my order.

UPS misdelivered the package. It happens, and was in no way Big Als fault. In fact, it was a chance for Big Als staff to show off their Customer Service skills.

After I had noticed the package tracking code showed delivered, I checked with my wife and neighbors. No one had seen the package. I contacted Big Als, and expected to be told it was UPS's fault, and hopefully a telephone number to call.

Instead, Kristen answered my call. She asked for my Order number, looked up my information, and told me she'd take care of it. Incredible service from an online vendor!

She called UPS and filed a report, did her thing. Then- And this is another really incredible item, for any vendor- She called me back and updated me on what was going on!

All of these happened Friday, early evening. When I got home monday, UPS had found the package and redelivered it- They said it was delivered a few blocks away, the package was unopened, etc.

And here is the icing on the cake... Kristen just emailed me, saying that UPS was reporting the problem resolved and she wanted to make sure that was the case.

In this day and age, Customer Service seems almost to be a dead art. And, when everything goes right, companies can often get away with this attitude. But, when a hiccup or a bump in a transaction occurs, it's good Customer Service skills that turn a possibly angry customer into a happy one.

Mistakes happen everyday- The wrong item might be shipped, a typo here or there, or the UPS truck can get lost- It happens to everyone sometimes. Kristen has me convinced that if it should happen, Big Als will help me recover.

They also convinced me to place the rest of my orders through them!

[squeekness]

I have bought from Big Als more than once and was very pleased by their site and their prices. I get my algae chips in bulk from them because it's so much cheaper than buying them from Hikari.