Vivian contacted us when she realized the filter she ordered for her parents was the incorrect model. Initially, she wasn’t sure that we would be able to exchange the filter for the correct one. We happily explained that once we knew which filter her parents needed, she could either exchange the filter or return it.
Over the Thanksgiving holiday, Vivian realized the filter had already been opened and we received this email:
“After all this, I just realized while beginning to pack up the filter for return, that it was opened – the cellophane/plastic wrapper was removed. So, I will not be returning this after all. I will try to find someone who uses this. The order is closed – put to rest. Thanks again for all your help.”
You can almost hear the discouragement in that email! When we reassured her we could still accept the return, regardless of the condition of the filter, Vivian sent this comment:
“Megan has been responding to my various inquiries and problems over the past few weeks, and it was always a pleasure to hear from her. She was above all polite, kind and provided in an organized way any information I requested or that she felt would be appropriate. It really makes your day nicer, and of course makes you feel more inclined to deal with people who are like this.”