Every company you buy from messes up somewhere along the line. What separates the good from the bad is what they do when that happens.
During the holiday season, the cracks start to show with the added volume and pressures, and that difference becomes more apparent. During the past couple months, I shopped a couple dozen catalog vendors, and a few really shined.
When I ordered a car audio system from Crutchfield, they notified me at the time of order that they were out of one adaptor and when I could anticipate shipment. This gave me the option of changing product or even vendor. When I received it, they emailed an update on expected delivery on the part, and offered to reimburse me if I decided not to wait and buy it elsewhere.
NRS shipped me a product, which I was using for a gift and didn't open. Shortly after it arrived, I received a call from NRS, advising me that they had had negative feedback on the product and had shipped me an upgrade model of another brand. There was no need to return the substandard product.
I ordered a product from Amazon. The model number was correct on the order and the packing slip, but they had shipped the wrong one. Following their procedure, I notified them via their web site and they immediately shipped the correct model, not even waiting for the return.
Good customer service makes good sense and good business, but not everyone is smart enough to practice it. These companies are.
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