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I was at the Pike Place Market Starbucks in Seattle and picked up a mug special to that shop for my (native Italian) wife. I took it home in DC and found it ha
by SeanLuke 6y ago
I was at the Pike Place Market Starbucks in Seattle and picked up a mug special to that shop for my (native Italian) wife. I took it home in DC and found it had a hairline fracture. No problem, I told her, and promptly called the Pike Place Market Starbucks and explained the situation. They immediately mailed me a new one at no cost and apologized.
She remarked that this would NEVER have happened in Italy: no shop would ship something like that, as it would be ripe for abuse. And she's right, there is a big difference in the culture of trust which makes such a thing possible in the USA.
- mattl 6y agoGames Workshop, the miniature manufacturer is like this. The few times I've had an issue with something from them -- mostly missing pieces -- they've shipped me a replacement entire kit, usually overnight at no cost to me.
- bakedbeanz 6y agoIt makes sense for them to want to keep their customers happy, considering how goddamn expensive those little bits of plastic are
- gnrlst 6y agoI have to say Games Workshop and Starbucks are two easy examples, and say nothing about the underlying system of trust in a country. Games Workshop: a piece costs near nothing to them. It's just a piece of plastic. Makes a ton of economic sense to just replace it and keep customers coming back to buy more profitable plastic. Starbucks: are a huge multinational that operate a sophisticated logistics network so shipping an item out is less than a thousandth of a rounding error in their daily P&L both in terms of money and time. The real places to call out / praise are small independent shops where a single item purchased (or returned) could swing the daily revenue / profit one way or another.