**UPDATE**: I sent an email to Glennz.com, thanking them for being awesome. At the bottom of this post, you’ll find their response.
It’s a rare thing to come across a company with exemplary customer relations. Oh sure, sites like The Consumerist help to keep businesses in check, but quite often those businesses pegged as unscrupulous or negligent undertake damage control to manage their reps rather than proactively serving their customers. It’s a sorry state of consumerism, but a reality many of us have come to accept.
Sweet shit, it sure doesn’t have to be this way. And today, when I got home from work I was confronted with a new reality: not every business is a bag of douche.
Before Christmas, I ordered three T-shirts from Glennz Tees. They have outstanding designs for T-shirts, and I came across them through an ad on Boing Boing (I think). In any case, my shirts arrived, they fit perfectly, and they always elicit great reactions from the people who see them — mostly laughter or expressions of “you’re such a geek.”
Today, when I went to check the mail, there was a package for me, and I caught a glimpse of the Glennz wordmark before I opened it. To my surprise, it was a single T-shirt with the exact same design as one of the other ones I’d ordered a month and a half ago. Weird, right?
The T-shirt was wrapped around a thick card. The front of the card featured the same graphic as on the T-shirt, and the following words:
Hi, We fear that you may have received an “It’s a Bottle, Jim” shirt that had two of the blues reversed during the printing process. Please accept this corrected shirt with out apologies. Thank you for shopping at Glennz! (If your original shirt was fine… well, now you’ve got two great shirts. 🙂
I didn’t notice. Probably wouldn’t have. Ever. Other distinguishing consumers might have seen it, and this is probably one of the reasons why Glennz sent the other shirt. But it also demonstrates a pride they take in the quality of their merch, in their customer relations, and in generally being better than most other companies out there, who’d have turned a blind eye, or waited for someone to complain.
I’m sure there are lots of businesses out there who treat their customers well, and who go above and beyond. I’ve not come across many. Glennz is one of the very few.
**UPDATE**: I sent an email to Glennz.com, thanking them for being awesome. Glenn Jones, the NZ designer who creates all the T-shirts responded to me personally. Here’s what he had to say:
Ive seen your blog post, and it was much appreciated.
Yes the print error was noticed internally a little while after that shirt was reprinted during the christmas rush. Although we never had any consumer feedback about the error, we do take alot of pride in the quality of our product and we made sure that all who received that wrongly printed shirt have been sent a replacement, which we think was the right thing to do
Thanks firstly for your order, and for your email