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Snapfish Snafu — The Resolution

Friday, 31 December 2010

And now…for the rest of the story.

Having shared the tale of a misdirected pillow sham cover, I was contacted by someone at Snapfish’s corporate headquarters. Which turned out to be a good thing. Because the original call I had placed to Customer Support yielded no result.

Sara-at-corporate, however, took care of the problem immediately. Most importantly, she offered a sincere apology. If nothing else, saying “I’m sorry this has happened” and “let me see what I can do to fix it” go a long way.

Sara-from-corporate said that and so much more. She told me that a new sham cover was on its way AND I was given a full refund for BOTH items.

Which didn’t seem right. But when I questioned this, and suggested that the refund ought to be for the problem item alone, Sara-from-corporate brushed aside the idea, saying “I don’t think you should have to pay for something that we didn’t deliver on time.”

One day later, a new sham cover appeared. In fact, both items from my original order were overnighted to me.

Whoops. What happened to Peach?

This is NOT how it was supposed to look. The online proof had his whole face on the sham cover.

And do you know what Sara-from-corporate did?

Credited me for a new one.

So Snapfish — you have a customer for life. You have the best customer service I have experienced in a very long time.

Thank you.

2 Comments leave one →
  1. Friday, 31 December 2010 2:25 pm

    while good customer service goes a long way, so too i find does getting the right product. you are a better woman than i b/c after the second wrong item i would have bid them adieu, not given them a big hug….

  2. Lili permalink
    Friday, 31 December 2010 11:50 pm

    This is encouraging and I would definitely order from them. Unfortunately, as we know this is the exception not the norm. Still very encouraging to me.

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