Ask not what Brown can do for you … but why other companies can’t. The other day I walked into the UPS Store in a huff. I’d ordered two new pillows from one of those online sleep product companies with a 30-night return guarantee, and I needed to exercise that option.
The pillows were just badly designed products. I’d always been a die-hard featherhead, but Wirecutter’s review of Nest’s customizable shredded foam pillow was compelling enough that I decided to try it. Huge mistake. Adjusting the filling makes a huge mess, I could never get the pillow to be thin enough to sleep on, and the more I tried, the less comfortable it got.
Despite the return policy, the Nest is really bad at returns. From requesting a shipping label to repacking the product, everything was difficult. You have to email someone to initiate a return, and when you do, they try to talk you into keeping the product! Then you have to restuff the pillows, which makes a huge mess with all the shredded foam. After I thought I finally had it set, I realized they’d sent only one label, but the pillows had separate return bags.
Cue Elliot at UPS. Elliot greeted me with a smile and asked how he could help. I explained the whole thing and he looked me right in the eye and said, “I got you, just give me the pillows and the return label, I’ll make it work.”
I love UPS. Because this is how it always how it is, they just make life easier. So Elliot made my day. And though Nest Bedding really frustrated me, I was also comforted knowing they will either become better at helping their customers, like UPS is, or they will not be around forever.
sabbatiblog 