Here is a great example of why you should shop an online store that also has a retail "brick and mortar" location. Not only is this letter a reflection of our customer service, it is also a reflection of the superior service of Phil & Ted's.
Dear Red Rover Kids,
I just wanted to say thank you for your exceptional customer service. I called last Friday, and spoke to your manager, Kristi, as I was in the midst of a "stroller emergency". I explained that I had travelled from Australia with my Phil and Teds E3 stroller, and that in getting it out of the back of the car, my father managed to drop it and broke a wheel. I was beside myself, as that stroller is the only way I can get about with my disabled toddler and 14 month-old baby girl.
I found your details on the web, through the Phil and Teds distributor website. As you know, I didn't even purchase my stroller from your store. Not only did your manager make arrangements for me to borrow the wheel off of her demonstration model immediately, she followed up with the manufacturer on my behalf, and then called to tell me not to worry about returning the wheel, as she had managed to find a new one.
To say that Red Rover Kids has gone above and beyond what I could have hoped to expect is an understatement. This sort of customer service is not often found in today's society, where we so often order products over the internet. I visit Stillwater every summer to see my family, and I will make shopping at your store a regular stop. We stopped in the other day to say thanks in person, and were impressed by all of the great clothing and toys you had in stock. We did not leave empty handed, and I will be telling my sister that lives locally to stop in as well.
Thank you for assisting us in our time of need!
Bridget Mandikos (and Daniel and Meghan, the occupants of the E3 thank you as well!)
I just wanted to say thank you for your exceptional customer service. I called last Friday, and spoke to your manager, Kristi, as I was in the midst of a "stroller emergency". I explained that I had travelled from Australia with my Phil and Teds E3 stroller, and that in getting it out of the back of the car, my father managed to drop it and broke a wheel. I was beside myself, as that stroller is the only way I can get about with my disabled toddler and 14 month-old baby girl.
I found your details on the web, through the Phil and Teds distributor website. As you know, I didn't even purchase my stroller from your store. Not only did your manager make arrangements for me to borrow the wheel off of her demonstration model immediately, she followed up with the manufacturer on my behalf, and then called to tell me not to worry about returning the wheel, as she had managed to find a new one.
To say that Red Rover Kids has gone above and beyond what I could have hoped to expect is an understatement. This sort of customer service is not often found in today's society, where we so often order products over the internet. I visit Stillwater every summer to see my family, and I will make shopping at your store a regular stop. We stopped in the other day to say thanks in person, and were impressed by all of the great clothing and toys you had in stock. We did not leave empty handed, and I will be telling my sister that lives locally to stop in as well.
Thank you for assisting us in our time of need!
Bridget Mandikos (and Daniel and Meghan, the occupants of the E3 thank you as well!)