Member-only story
Grief and Customer Service
Two different companies’ reactions to the same grief-fueled situation highlight the importance of customer service
My wife and I unexpectedly had to say goodbye to our dog last weekend.
Mac was the best dog, a loving companion, and a fantastic coworker. He brought joy and happiness and never met a stranger.
Mac is greatly missed, and my office is too quiet without him. It’s been a tough week.
Being highly pragmatic and needing to do something to distract myself, I went about canceling Mac’s various prescriptions and care plans. For years, Mac was part of the Banfield wellness plan and received all of his food and medication from Chewy auto-shipments. The process should have been easy, but it was not and will cause me never to work with one of these businesses again.
First, the good.
Chewy is a wonderful company. I informed them we received Mac’s last auto-shipment of prescription dog food, but it was never opened. I asked if it was possible to return it or, if not, could they recommend somewhere to donate prescription food. Chewy refunded the entire order ($105) and encouraged me to donate the bag of food. Not only that, Ariana (who responded to the email) had flowers delivered from a…
