In praise of awesome Customer Service - Willow Australia

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I've got a bunch of stuff that I don't need very often stored in cardboard boxes under the house.  Years ago I bought a bunch of book boxes from Millers Storage, and as well used a bunch of Acer computer boxes from a lab refit we did at work years ago.  Which is all well and good, however, silverfish.  I'm worried about the paper in those boxes getting eaten by silverish (if they haven't already, even in plastic garbage bags in those boxes).  I decided it would be a good time to go through each box, get rid of stuff I really don't need, and store the rest back in plastic storage tubs.  In the past I've bought Willow Snap Lock tubs from Bunnings, however Bunnings don't sell them anymore, so I had a look on ebay and Willow were selling them directly.   Awesome, so I bought a bunch back in January.  But I never did get around to using them, because Vic brought over all his Lego in February and I used all my spare time sorting it.  In April I actually started using those tubs to store Vic's sorted Lego once it had been checked and sorted.  But as I was coming to the end of filling the tubs, disaster!  I found one of the lids had been badly damaged. 

Cracked lid

Cracked lid

I assume it was in transit, because I don't know what could have happened to them while they were sitting unused in the garage.

So I got onto ebay's site, and tried to contact Willow about it.  I couldn't reference the item number because it was just over the ninety day cutoff.  But it was ok because I could choose "not about an item".  I asked Willow if it would please be possible to get a replacement lid.  Shortly afterwards, Willow apologised and sent me a new lid!  How awesome is that!?  And they even included a little gift - some icy pole holders!

Willow lid

Willow Icy Pole Holders

I was so happy.  This is how customer service should be!  Thanks Willow!

As a side note, ebay truly suck as a company.  They do everything to make this sort of interaction difficult.  When Willow replied, they asked for my name, address and phone number.  I tried to give them that but ebay's regex saw me putting my phone number in and blocked the message - saying trying to share contact information such as email addresses and phone numbers is against their terms of service.  Absolutely pitiful, ebay.  You just made me hate you even more.

Maybe one day Willow tubs will be sold in Bunnings again and I won't need to buy them online.. I can live in hope!

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Kazza's "Boring Life Of a Geek" aka BLOG

IT geek, originally from Sydney, moved to Canberra in 2007. Married to "the sweetie", aka Stu. Prolific photographer, Lego junkie and tropical fish keeper.

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