A story of two suppliers

[Deltadart106]

I recently had an experience with two different suppliers, one great, the other not so much.
I ordered some products from Kustom King Traditional Archery, shipped quickly, very good pricing. When the products were received the glove did not fit properly. I emailed them about the error, immediately received a reply showing the sizing chart, and that I could return for refund or replacement. I replied with a reference to the sizing chart on the glove description. The two charts were different. Again, immediate reply, apology, the incorrect chart was being fixed, and the proper size glove was being shipped that day, with a return shipping label (no cost to me) for the incorrect glove. A minor issue, however, this is benchmark customer service. Why I like these guys so much. 
The second issue, I am teaching my great granddaughter to shoot archery, with a recurve. I picked up a PSE Razorback Jr 15#, not a bad bow. I wanted to have two sets of limbs so that as she grew out of one the next set would be ready, 20#. Ordered a set from Woods Archery/The Crossbow shop. When they arrived, the fit is very tight in the plastic limb brackets on the bow, concern is during shooting they could crack those brackets. I emailed Woods, the next day Abby replied I should contact PSE. I did, the following day they replied they do not deal with consumers, please go back to Woods, since they have no inventory of the limbs and replenishment is uncertain. Back to Woods again, with an explanation, and photos of the issue as before. I also called PSE spoke to Caleb Wesaw, the customer service manager, described the issue, he seems like a decent guy, but said I really need to work through Woods, and he would try to help out. Finally got a return authorization from Woods, but no shipping label. I contacted them again, requesting the shipping label, why am I responsible to pay for returning a defective product?  Reply was I must pay to ship the 60$ limbs back to them, after I paid for the limbs, taxes, and shipping. A little more than 20 dollars out of pocket to ship back to them. Another couple of emails to Woods and PSE, no answers after a week.  So, the end is if you have an issue with a product purchased from Woods /PSE it will cost you money, and a lot of time.

[awry]

Unfortunately in this day and age, customer service seems to be declining across the board ….

[Deltadart106]

You are correct, it is. That is why Kustom King is such a joy.  However, in my opinion customer service is declining because we are allowing it to do so. When poor service or performance is called out it can be corrected.

[McDave]

The best advertising a company can get is from satisfied customers.  And yet companies generally put more of their money into advertising than customer service.

[Deltadart106]

I agree completely McDave. But people should recognize good service and pass it on to others. That promotes better service, word of mouth is powerful.