Friday, January 31, 2014

Customer Service Saves the Day

I was really, really excited to see my fancy custom trunk cover arrive at the barn earlier this week and had to battle the mental 12 year old in my head that wanted to take it home immediately and try it on my trunk, while the adult in my brain knew it made sense to just leave the cover safe and clean at the barn where it would stay organized until I finally got my trunk to the barn, loaded it up for Thermal and it needed to be covered.

Per usual, the 12 year brain won out, albeit with a relatively mature rationalization of "I really should make sure the dimensions are correct..."

Imagine my disappointment as I unfurled the cover over my trunk and no matter how I pulled or adjusted it, it just didn't seem right.  I could get one of the handles on each side to line up, but then the other was sorta screwy, and in my head I was expecting a tailored, perfect, glove like fit.

I was just resigning myself to a "ho-hum" response when The Boy walked into the garage and declared that the thing didn't even remotely fit.
I had been so preoccupied with trying to line up the holes for the handles that I hadn't stepped back far enough to notice that the cover was nearly 12" short and looked a bit ridiculous.

A quick measurement confirmed that the Height (33") had been swapped with the depth (25") leaving me with a very wide, very short ill fitting cover.

Horrified that I had screwed up the measurements when I submitted them, (or initialed the work order without double checking,) I pulled up my email and confirmed that everything I had submitted was correct.

I quickly fired off a (semi-panicked) email to the owner at The Clothes Horse and politely described what was going on and asked what could be done and what she would like me to do with the cover I had.

I got a very speedy reply that apologized profusely for the mistake (she took total ownership) and told me she would have her shop cut a new cover and get me a replacement out asap.  She thanked me for a polite email alerting her of the issue, and I thanked her for such a quick and generous response.

She even suggested that I fold up the messed up cover (which is heavily quilted) and call it a pretty dog bed.

I should mention that the material and workmanship of the cover is OUTSTANDING.  The fabric is beautiful, the quilting is lovely, and the construction looks very sturdy and well done.
Detail.. though I'm not really sure what I'm trying to show here...
All in all, I was very impressed with her interaction and thought that The Clothes Horse deserved credit for such outstanding customer service.  She assured me that the new cover will still be here in time for Thermal (or she can mail it directly there) and that all would be right in the world.

I love it when small businesses are able to be so accommodating.  I will certainly be looking for excuses to order more items from The Clothes Horse in the future. :)


  1. Love hearing good customer service stories!

  2. It's so nice hearing positive customer service reviews!! Sorry to hear it didn't work out the first time but at least it should be all straightened out soon.

  3. I too will look for an excuse to order from the Clothes Horse if I need anything they make! I love supporting businesses that have great customer service like that. :)

  4. I also VERY much appreciate great customer service, and try to praise the company (or specific employee, if I can) when things go completely right. There have been instances in the past that I now only deal with XYZ company versus another just because I know their customer service will be impeccable. Glad things worked out well for you! :)

  5. Love hearing things like that. Glad they handled it so well!

  6. Yay for customer service, can't wait to see finished product although your trunk is so stunningly unique it almost seems a shame to cover it up...however in saying that it is a very snazzy cover ;-)

  7. Wow thats 5 Stars for them!

    ps the picture of it on the trunk made me laugh out loud!!

  8. Love her work. My barn uses her almost exclusively for scrims, coolers, and stall decor. Great to work with too!


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