In a world where some companies tell their customers to “shut up”, and others take days to respond to customer service inquires, one company in particular is just plain doing it right.

I wanted to share my recent experience with Case-Mate.

Yesterday I placed an order on the Case-Mate web site for a Barely There Clear case.

I selected and paid for overnight express shipping.  Not long after I’d ordered, I received an e-mail confirmation and soon after that a tracking number.  I’ve come to expect nothing less from Case-Mate.  They pride themselves on shipping out every order the day it was placed.

This morning I went to check the status of my shipment only to find out that the USPS tracking number I’d been sent showed that my case was shipped via First Class Mail.  Disappointed, I sent an e-mail to Case-Mate’s customer service team asking what had happened.  It turns out the company is making a move to start incorporating USPS shipping.  Previously everything shipped via Federal Express, and somehow my item had fallen through the “overnight” crack and got shipped USPS First Class instead.

Was I disappointed?  Sure.  But I understand mistakes happen.  However, Case-Mate just “gets” customer service, and what happened next – how they corrected the problem – is what makes them #1 in my book.

When this sort of issue occurs companies usually apologize for it and leave it at that.  They acknowledge the error but leave the customer to live with it.

After speaking with one of Case-Mate’s customer service representatives about the issue, I was told I’d receive a call back from the e-commerce director.  When I did, he apologized for the error, took full responsibility for it, told me I’d be receiving a refund for the shipping charges and in addition that he’d be shipping me out another case, overnight, for Saturday delivery, at no charge. When I asked what I was to do with the extra case I’d probably find in my mailbox sometime next week, he told me “give it away.”

If you’ve had a tough time with companies in the past and want to experience what it’s like to buy from a company which understands the importance of treating their customers with respect, integrity and quality service, you should have a look at Case-Mate.com

Note:  This story is not meant in any way to bash any company.  It’s purpose is to simply highlight one company in particular which is doing things right.  It’s not to say that there are not others who get it as well; there are, but the ones who don’t could use a lesson.