Filed under: cafepress

CafePress Customer Service

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I have a few different CafePress shops. Nobody buys anything from them--I just have 'em set up so I can buy my own custom stuff from time to time.

I recently placed an order for an iPhone 4 case with my new logo. I followed the shipping progress on the UPS site, eagerly awaiting its arrival. The day of delivery came, and I waited patiently.

At around 2pm I received an email from UPS saying that the package had been delivered. Odd, since I hadn't heard the UPS truck, or doorbell. I ran to the front door like a kid at Christmas, flung it open, and found... Nothing.

I don't know if it had been stolen in the short amount of time between delivery and that email notification, or if UPS just dropped it at the wrong door (it's Condo Hell up here.) Either way, no custom iPhone case for me. I tried to get in touch with UPS to confirm the delivery address, I walked up and down the sidewalk in front of the condo to see if maybe it had been delivered to another door step. Nothing. Can't even get to a live person when calling UPS customer service.

When I tried to file a claim on the UPS site, I was informed that I had to contact the shipper. Odd, since CafePress had done its part by shipping the package. So I emailed CafePress and explained the problem.

That same day, I received a response. CafePress apologized for the inconvenience and they're sending out a replacement, with expedited shipping. It wasn't even their fault, but they took care of it. Why? Because they apparently have some kick-ass customer service.

If you've had any kind of customer service training at all, you know that pissed-off customers are generally the loudest. I just wanted to loudly congratulate CafePress for going above and beyond.

Oh, and if, for some bizarre reason, you want your own stuff with my logo, visit my CafePress shop. :) You too can have your very own Dh iPhone case. Or iPad shell. Or shirt. Or...

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