My newest purchases (not my money, remember, gift cards!) were two new Kerrits shirts and a brush bag. I tore into the box, eager to try on my new riding shirts. Most of my tops are from Target's active wear section, which is fine, but they don't have the same style that Kerrits brings.
The first shirt is very nice; it's a long sleeve Ventilator in wheat with a contrasting floral collar. It's going to the Christian Schacht Clinic. It fits perfectly and will look slightly better than my running shirts as it has a nice collar.
The second shirt, a short sleeve Ventilator in black didn't fit. In fact, it was so small that I couldn't even get it over my head! My husband laughed when I held it up. Did you order a kid size? he asked. Fearing that he might be right, I quickly looked at the tag. Nope, it was right, but there was no way that it was really a medium. Serious disappointment.
I got on the phone to Dover and explained the problem. After some back and forth, I decided that I didn't want to risk reordering the black one as maybe the whole batch was funky. I opted to get a white one, which I already have and like. I asked if Dover would cover the shipping as it seemed as though the product was defective. I kind of expected a bit of a hassle, but no, the customer service representative said he would send a shipping label with the replacement shirt.
So just to make sure I understood, I said, so you'll charge my credit card for the replacement, but give me a credit once the first shirt has been received.
The customer service rep said, no, we're just sending you the shirt. Try it on, and if it fits keep it. If it doesn't fit return it with the other one so you don't have to pay for shipping in the event that it doesn't fit either.
Wow! That's great customer service. I know Smartpak pays shipping both ways, but I really appreciated that Dover stepped up to minimize my cost when the mistake wasn't even theirs. Good customer service is my number one criteria when shopping. I will even pay more if I know a company will treat me well and take care of me when I have a problem.
Dover Saddlery, you are awesome!
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