Nice gesture from T11

[wwpierce]

Hi all,

Thought I would post a nice experience I just had with T11. I placed an order a week or so ago and when I received my order, it was a double order. I was not overcharged or anything, they just had a glitch in the system that duplicated my entire order. I contacted them and said that it was not a problem and I just wanted to see what I needed to do to send the partial order back. In return, I got an email that stated they had some system bugs and appreciated the honesty. They told me it would not be fair to make me send the items back and told me to keep them!

I would have had no problem re-packing some decks and return them, but I thought this was a very nice gesture on their part.

My only problem is I wish I had ordered way more!! ... just kidding.. nice surprise though and appreciated on the customer service side!

[MagikFingerz]

Are you sure you didn't pay twice also?

[wwpierce]

Are you sure you didn't pay twice also?

Hi Magik, I thought the same thing and had to read it twice. I also checked my card statement as well. Here is a clip from the email they sent me:

"We discovered this fact a few days ago and have been working tirelessly to come to a solution that was fair to you, our paying customer. It is not easy, cheap, or fair to ask you to ship these extra items back to us. In the end, we decided that we would turn an unfortunate error on our side into something that we hope shows you how much we value you as a customer - we want you to keep the extra items. Use them, share them with friends and family, or give them as gifts. You did not order the extra set of merchandise, so we will not be charging you for the extra items. Enjoy them as a token of our appreciation for your business."

[MagikFingerz]

Well then, that's certainly a very nice gesture and a stroke of luck for you

I'm convinced that the return business and loyalty of the customers who experiences these kind of gestures, on average at least makes up for the initial loss involved. Not to mention that it sends a message to other customers and probably leads to even more sales and loyal customers.