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Modern Bathroom--Good Value, WOW Service
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As a Manager with a 30 years tenure in creating positive memorable Customer Experiences, I like to share those defining moments when companies I do business with get it right. Here is one I had with Modern Bathroom earlier this year that exceeded my expectations. My wife and I were remodeling two bathrooms and ordered a number of different products from Modern Bathroom, one of which was a sink and vanity combination. The design of the sink was unique and made of glass. We called and asked some questions which were answered to our satisfaction so we submitted the order online. The delivery was made ahead of schedule and everything seemed perfect. Well, as it turns out this was around the holidays and we had a lot going on. My wife was leaving for an extended 4 week trip to see out daughter and I wasn’t home when the delivery arrived although my wife was. Honestly, I knew we should have inspected the shipment but in the haste of the season we didn’t do a thorough job. Well, I didn’t get back to opening the shipment until a month later because the work on the bathroom got delayed. The packaging was really significant and I thought nothing could have damaged the sink. Well, I was heartbroken when I found the sink had shattered in shipment and was in little pieces at the bottom of the box. The box and pallet had really not been moved from the time the truck driver left the shipment in our garage. Well, I called knowing that I was way overdue in the terms of the agreement with Modern Bathroom, i.e. to inspect all shipments for damage right away, and to report it then. I didn’t expect that they would be willing to do anything for me since it was so late and it obviously was a shipping company issue, not their fault. The gentleman I spoke with at Modern Bathroom listened to my concerns, didn’t try to remind me of my responsibilities, and said he would see what he could do and asked if he could call me back. I said sure, happy that I didn’t get the expected No answer. He called me back within a day and said they would be shipping me another sink in the next few days at no charge. The sink arrived as promised and even was delivered by the same Truck Driver although he did not seem to remember that he had been at our driveway a month earlier. Now, Modern Bathroom didn’t have to do this. I would have bought another sink anyway but it would have been based on the way they handled my concerns. While I got another sink for free, it was the experience with the Modern Bathroom staff that made the difference. We have shared this experience with others and showed off the unique design of the sink/vanity. When they ask where we got it we tell them Modern Bathroom. Now I’m telling you!
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Business's response - by Danielle M.on 10/21/2012
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Thank you for your amazing review. What could we have done to earn a five star rating? We are always looking for ways to improve our customer experience and we love your feedback. Thank you for you kind words. We are in the middle of a complete customer service rehab and are so happy to see it is working!
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