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We so often hear stories of lousy service that when I have a good story to tell, I like to share it to illustrate that there are still companies out there who get that without satisfied customers, they'd be out of business.
A couple of weeks ago, I bought a bag of assorted flavor Jelly Belly jelly beans at our local supermarket. They have a bulk section where you take a bag and fill it yourself and get to pick the flavors that you want. One of our favorites is their cinnamon ones, so I included a bunch of those. At home, I realized that they didn't taste right. I tasted cinnamon when I first bit in, but then there was was a strong aftertaste that was kind of like watermelon flavor (which I hate). I continued to eat them over a few days and finally said something to my wife. She immediately agreed that the cinnamon ones didn't taste right. At least I knew it wasn't just me.
Off I went to the Jelly Belly company website. They had a link to send in comments and I explained the problem we had experienced. I got an e-mail back the next day apologizing for the problem and pointing out that they have a 100% satisfaction guarantee. They said they would send out a pre-paid mailer for me to return a sample of the product for their Quality Assurance department to test. They also asked how much product I had bought so that they could replace it. I told them when and where I had bought it (so they could track it) and asked them to replace the cinnamon and also said I'd like some tutti-frutti flavor because it isn't available around here.
Sure enough, a few days later, I got the pre-paid mailer with instructions and I sent in a bunch of the ones that didn't taste right. Then today, I got a carton from them filled with cinnamon jelly beans (which taste just fine) and tutti-frutti jelly beans. There was also a very nice letter apologizing for the problem and thanking me for bringing it to their attention.
I've already e-mailed them to thank them for the great service and to let them know that the ones they sent taste fine, not like the ones I complained about.
So if you ever have a problem with a product, take the time to report it. A good company will want to know and want to make the situation right. Jelly Belly did a great job.
A couple of weeks ago, I bought a bag of assorted flavor Jelly Belly jelly beans at our local supermarket. They have a bulk section where you take a bag and fill it yourself and get to pick the flavors that you want. One of our favorites is their cinnamon ones, so I included a bunch of those. At home, I realized that they didn't taste right. I tasted cinnamon when I first bit in, but then there was was a strong aftertaste that was kind of like watermelon flavor (which I hate). I continued to eat them over a few days and finally said something to my wife. She immediately agreed that the cinnamon ones didn't taste right. At least I knew it wasn't just me.
Off I went to the Jelly Belly company website. They had a link to send in comments and I explained the problem we had experienced. I got an e-mail back the next day apologizing for the problem and pointing out that they have a 100% satisfaction guarantee. They said they would send out a pre-paid mailer for me to return a sample of the product for their Quality Assurance department to test. They also asked how much product I had bought so that they could replace it. I told them when and where I had bought it (so they could track it) and asked them to replace the cinnamon and also said I'd like some tutti-frutti flavor because it isn't available around here.
Sure enough, a few days later, I got the pre-paid mailer with instructions and I sent in a bunch of the ones that didn't taste right. Then today, I got a carton from them filled with cinnamon jelly beans (which taste just fine) and tutti-frutti jelly beans. There was also a very nice letter apologizing for the problem and thanking me for bringing it to their attention.
I've already e-mailed them to thank them for the great service and to let them know that the ones they sent taste fine, not like the ones I complained about.
So if you ever have a problem with a product, take the time to report it. A good company will want to know and want to make the situation right. Jelly Belly did a great job.
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