Fantastic Customer Service Received

[thor447]

I had placed an order on thethreadexchange.com at the beginning of the week. They had a good selection and I was able to find exactly what I was looking for at a reasonable price. I received their shipment confirmation email, which USPS tracking showed that my package should be delivered on Dec. 5th. After not receiving the package, and not seeing any updates on the USPS tracking website, I sent an email to Jerry at thethreadexchange.com asking if he could look into the matter. Here is the email I sent him:

From: Adam

Sent: Friday, December 07, 2012 4:21 PM

To: jerry@thethreadexchange.com

Subject: Order # -------

I am trying to track the shipment of my order. It shows it was shipped on

the 3rd and was scheduled for delivery on the 5th but as of today I still

have not received it and the tracking information has not updated for

several days. Is there any steps we can take to resolve this matter?

Thanks,

Adam

I halfway way expected to get some sort of response stating that they cannot guarantee a USPS shipment, and once it leaves their warehouse their transaction is complete. I was pleasantly surprised when Jerry responded only a little over 2 hours later. Here is what he sent me:

Thank you for your order, and for bringing this to our attention. I

attempted three times to call the local post office here to see what is

going on, but I keep getting a busy signal. I will continue to try to

contact them, and if that doesn't work, I will go to the post office

personally. If that does not lead me to any resolution by Monday, I will

have your order re-picked, and re-shipped on Monday. I apologize for any

inconvenience this may have caused, but it appears the USPS dropped the

ball. I will follow up.

You want to talk about good customer service. I could not be more pleased and they will have my business in the future, (especially once I finally get my order!!). Just wanted to share this with you all and to suggest taking a look at thethreadexchange.com in the future for your thread purchases.

*Disclaimer* - I was in no way asked to post this by anyone, and I am not receiving any sort of compensations or discounts of any kind by posting this on here. thethreadexchange.com is not even aware that I am doing this.

-Adam

[Glendon]

Thanks for posting! Always helpful to read about experiences like this. I've been thinking about ordering from thethreadexchange for a little while now. Please keep us updated when you can.

[thor447]

This is a few weeks late, but I wanted to update Glendon on this order, and I did finally receive my shipment. USPS had misplaced the package, and it finally arrived about a week late. The folks at thethreadexchange.com could not have been more helpful and were prepared to resend the entire order free of charge. Good people over there.

-Adam