Now THIS is customer service....

I need to share this outstanding customer service experience because I think that all too often we focus on negative experiences. As my mom likes to say, "praise the positive".

I ordered a pair of winter boots for Mollie on Diapers.com

They were too small so exchanged them for a larger size. (which, by the way, was the easiest exchange ever)

We received the new, larger size boots a few days later but they still did not fit her feet well (girlie has big calves like her mama).

I sent an email to Diapers.com customer service to return them because it wasn't allowing me to do it on their website. 

This was the response:

Hi there Kara,

Thank you so much for your email. I'm so sorry to hear that the little Robeez shoes did not work out for your daughter! Online shopping for clothes items can be quite tricky, can't it! No worries on the return Kara. I'm sure that you're exhausted by all of the back and forth so I'm going to ask you to donate them to a local charity. In the meantime I have gone ahead and refunded your credit card which you should see process in just 5-7 business days.

I do hope this helps Kara, and I'm happy we were able to score some good karma points together! Hopefully you will find the perfect pair of shoes for your daughter soon! :) If you have any further questions or concerns, please feel free to reach out to us at 1800.DIAPERS or via email customercare@diapers.com....yes, we never sleep ;)  We look forward to hearing again from you in the future!

All the best,

Lauren
Customer Care Ninja
Diapers.com, A Familyhood Site


Wow.  What a classy response.  I will do just that.  The boots are on their way to a little girl who needs them. You can be sure I will be a Diapers.com customer for a very long time.