this post was submitted on 07 Apr 2025
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Mildly Infuriating

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Last night, I accidentally ordered a pair of pants while trying to get an estimate on shipping speed. Not only is the shipping going to take much longer than I'd hoped, I realized afterwards that I had the wrong size as well. No big deal, I thought, I'll cancel the order.

Well, you can't on their website. So I had to wait until this morning to call. I called them up as soon as they opened, hoping to get someone before the pants shipped out. And I did! Only, they still can't cancel the order. They have to ship the pants across the country to me, and then I have to ship them back across the country to return them. The person I talked to even offered to print out the return label, and ship it with the pants!

Such a wasteful, broken system. I can only imagine it works the way it does to make people who have second thoughts on a purchase have to jump through additional hoops to cancel it.

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[–] woodytrombone@lemmy.world 22 points 10 hours ago (1 children)

Not to distill your loss into a business lesson, but Chewy has a fantastic playbook they follow when a client's pet dies. Expect some flowers & card from Chewy in the coming days.

They know that pet owners are incredibly likely to become pet owners again, and it's a small write-off to convert a client into a lifetime customer.

[–] electric@lemmy.world 23 points 9 hours ago (1 children)

Being good to your customers shouldn't be some wild concept.

[–] Rhynoplaz@lemmy.world 8 points 6 hours ago

Right? They've manipulated me into giving them my business by going out of their way for me! The monsters!