When I get (especially) good or bad customer service from a company, I like to share it. Since it’s Halloween costume-shopping time, I’m sharing a recent interaction that I had with Celebrate Express. (That’s where we bought the boys’ costumes this year.)

On 9/19 (to beat the rush and because they were offering free shipping) we ordered two Star Wars costumes (Obi-Wan Kenobi™ & Baby Yoda™) and two lightsabers online from Celebrate Express.

Fortunately, my husband had the foresight to try out the lightsabers before Halloween. One worked, one didn’t. So, I sent the following email to customer service on the evening of 9/28:

“Hello,

Our “Star Wars – The Clone Wars: Obi-Wan Kenobi™ Lightsaber” does not light up when batteries are added (the green one does). What should we do?

Thanks.

Take care,
Kimberly”

Here was the response that I received the very next morning (9/29):

“Dear Kimberly,

Thank you for contacting Celebrate Express. We apologize that the 257703 16384 Obi-Wan Light saber you received in your order was damaged or defective. We have submitted a request to ship a new item to you as soon as possible. Please expect to receive your new shipment on or before October 3, 2008. Again, we apologize for the inconvenience. Please let us know if we may be of further assistance.

Thank you,
——- (an actual person’s name!)
Customer Support
Celebrate Express
customerservice@celebrateexpress.com
1-800-424-7843”

I received the replacement Obi-Wan Lightsaber within a week (3 Day Express UPS) at no additional cost AND without having to return the detective lightsaber. (I really don’t like returning items – especially when the fault is on the side of the company.)

In any event, I’ll definitely choose Celebrate Express again in the future!

Just because I was so happy with their customer service, I want to share how you can get free shipping on your order also:

How to get Free Shipping:
1. Enter keycode PWK-343 in your online shopping cart.
2. Free Standard Ground shipping on orders of $50 or more will be reflected at checkout.
3. Offer expires 10/16/08. Shop here now!

*Offer expires 10/16/08 and applies to Standard Ground shipping on Celebrate Express merchandise orders of $50 or more within the contiguous U.S. only. One offer per purchase. Not applicable to previously placed orders. This offer cannot be combined with other offers.

Posted by Kimberly on 07 Oct 2008 at 07:01 am | Tagged as: Websites