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