I love the sourdough bread from Low Carb Ave and the speed that the orders are shipped out is exceptional. However, sometimes shipments go south meaning they can get lost or damaged in shipment. On my last shipment, when the package was not delivered the other evening as expected, I got notified by UPS that the package was damaged in transit. When I discussed it with the UPS rep, I got the distinct impression that it was UPS' prerogative to either return the shipment to the shipper or repack the contents into new packaging and deliver it anyway. Plus I got the distinct impression that UPS wasn't making it a priority and it could easily take days for any resolution. Well, that didn't sit well with me. First, bakery goods have a limited shelf life and I don't want to receive stale (or worse) goods. Second, I'm not enthusiastic about UPS warehouse workers or drivers, making those decisions nor of them touching my food.
So the next morning I called Low Carb Ave's customer service to discuss it. The individual I spoke to was both courteous and empathetic. When I explained the situation I was assured that I had nothing to worry about. First, she said they would not allow that process to take place with perishable goods. They immediately placed a replacement order for me which was shipped out the next day. No fuss. She also said that if the first order does some how get delivered I could do what ever I wanted with it. She was kind, polite and knowledgeable. I was confident when I hung up from the call that everything was being taken care of.
Sometimes how a company treats it's customers in adversity that really shows you who they are. In this case they've demonstrated how customer centric they are and in my case they've gained a loyal customer.