For the past couple of years, I have been using a cool-looking pill capsule that was in the shape of a giant pill, but I recently lost it. I wanted to replace it, but the only places that seemed to sell them were all in the United States. After doing some research, I found a store that sold these capsule-like containers at a place called the Container Store, so I asked a friend of mine from New York if she could swing by one of the locations, purchase this pill container, and mail it across the border to me.
When my friend arrived at the Container Store, they explained to her that while they had 50 – 100 of the pill containers in stock, they were in the warehouse and not on the store floor. What they would do for her was charge her for the pill container and they have it for her when she came back in a week. When my friend came back to the Container Store the next week, they still didn’t have it on the store floor and then asked her to come back the following week!
Now my friend was very annoyed that her time was being wasted like this and so was I, so I called up the Container Store’s 1-800 number for an explanation. The call representative, who introduced himself as Murray, apologized profusely and offered to have the pill containers shipped directly to her in order to save her yet another trip to the Container Store. Happy at his offer, I requested the two pill containers, one of them was to be white and red, while the other was to be white and blue. Murray apologized to me again and told me that he would do his best.
When the pill containers arrived by mail, they were the wrong colours! The number of errors the Container Store were making was staggering at this point, but I called the 1-800 number again and Murray was on the other end. He apologized for the most recent blunder and said he would send me more pill containers, in the right colour this time, and all free of charge. Meanwhile, the Container Store had finally received the pill capsules my friend had originally purchased and had them delivered to her as well, so in the end, we paid for two pill containers and received a total of eight in various colours- including the colours I wanted.
While the Container Store began their relationship with me and my friend with a comedy of errors, they persisted to go above and beyond to get us the pill containers we ordered. As I have mentioned in my previous blogs, customer service recovery goes a long way in maintaining a positive customer relationship; something the Container Store understood when they made things right for me and my friend. On a happy note, the pill containers I now use are so cool that when some of my other friends see them they are so impressed and purchase them from where else but… the Container Store-bringing them even more business!
The Container Store