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After placing an order with the Uncommon Goods Website, a Multichannel Merchant staff member discovered that the gifts merchant will send a nonprofit organization a $1 donation as a result of the order. Many marketers will donate to a cause, but what's nice about Uncommon Goods' Better to Give program is that it includes four nonprofits for customers to choose from, including Americares and Defenders of Wildlife. Once the order is confirmed at the end of the checkout process, a browser window prompts the customer to choose an organization to receive the donation on the shopper's behalf. Not only is it sometimes better to give than receive — it's nice to have a say in where the money goes.
Pantsed by Victoria's Secret service
A Multichannel Merchant staffer — and regular Victoria's Secret catalog customer — placed an online order with the apparel merchant a week prior to leaving on vacation in August. She was informed that due to distribution center improvements, no express service was available and her order wouldn't arrive until after she returned from her two-week trip. Upon receiving the order, she discovered one ordered item missing, and a pair of pink panties (in the wrong size) in its stead. The customer service rep apologized and said not to worry about returning the unordered item. But express shipping still wasn't available because the merchant's DC upgrade wasn't yet complete. The missing item didn't show up for another three weeks (although it was sent UPS Second Day — 19 days after the reorder — at no charge). This is certainly a cautionary tale about not letting operations “upgrades” downgrade your service. We also suggest that Victoria's Secret try a little harder to appease customers in the wake of such serious service snafus — a pair of underpants that don't fit is not going to cut it.
