Great Customer Service

I have just had a pleasant customer service experience!

In January my son moved to Whistler, BC for the skiing season. My son is also an avid reader. As a going away gift to my last-born child, I ordered about 12 books for him from Chapters.

When he hadn't received the books after three weeks, I checked the order status and discovered that somewhere in the ordering process, I mixed up some numbers in his new address.

I put off calling the fine people at Chapters for two days. Not because of any bad experiences I have had with them, but because of some bad experiences with other large companies.

With reluctance, I dialed the customer service number and ended up talking, as expected, to a recorded voice. The unexpected thing was that all I had to do was select English or French as my language of choice and suddenly I was speaking to a very pleasant and helpful person.

When I explained what had happened (and I expected to pay some penalties for my mistake) she first checked inventory, then re-processed the order and told me it would be on it's way to the correct address the next day.

I didn't have to give my name, telephone or account number more than once.

I didn't have to listen to anyone tell me I had caused this problem myself.

I wasn't asked to reimburse or repay anything.

I'm a happy customer. In the past I have been a lucrative customer for Chapters, and after this experience I will continue to be a faithful and lucrative customer. And I will tell everyone about this.

Bravo Chapters. In an age of abysmal customer service, you shine like a beacon of hope.