Friday, December 19, 2008
Patagonia service center in Reno, Nevada (photo from Patagonia.com)
Just as important as the physical product a company creates is the customer service it provides. Recently, I returned an item to Patagonia that shrunk in the wash and didn't fit right anymore. I sent it back using the form provided when they first sent the item to me (I had ordered it from Patagonia.com) and followed their directions.
I requested that they exchange the item for a different item. As it turns out, they no longer had the item in my size. I promptly received a call from a Patagonia customer service representative and they refunded my money. It was a swift transaction and a nice change from some companies who insist on sending their customer's inquiries to customer service agents located in India (literally!).
I was very pleased with the attention to my issue and the outcome. I've ordered a handful of items from Patagonia.com and I can advise that in my experience, if you need to order from their website, you can feel confident that you'll have a smooth transaction and be pleased with the experience.