Chewy.com, I love your customer service

I get dog supplies from Chewy.com. I could order the same supplies through my Prime account at Amazon. I might even get them faster. But I wouldn’t get that Chewy.com customer service.

When I ordered a dish that arrived broken, within 10 minutes of an email I sent, I received this notice:

Hi Alia,

I’m so sorry your package arrived like that–that’s not the Chewy norm. I’ve processed a replacement for the Ethical Pet Stoneware Crock Pet Dish, 9.5-inch which will ship out today and will reach you within 2-3 shipping days (excluding Sunday and Monday).

We’re always here to lend a helping paw.

Cheers,

Dan B.
Customer Service
Chewy

Then, a few days later, I got a postcard from Dan. It just said thank you for being a Chewy.com customer with his signature. it had a cute dog photo on it. And it made me smile.
Non profits short change their customer service centers. If your donors had an issue, would they receive feedback so promptly? Would they get their problem addressed without question? Would they get a heartfelt follow up?
Good questions to ask.