Friday, July 31, 2009

A Wedding, a lost UPS package, and a happy ending.

Recently, the words Customer Service took on new meaning at Tender Treasures. The following e-mail exchange will illustrate why.

7/1/2009 at 8:05 a.m Mary: Help!! I had to reorder this dress in a larger size and I am in a panic. I am wearing it for my wedding next Tuesday, July 7 and I completely spaced out on the holiday, and now I am afraid I won’t get it in time. Could you please expedite the shipping? I’ll happily pay.

To which we replied that sure…we will send it 2nd day air so that you will have it in plenty of time.

This was all good to go until we got another e-mail that the dress had not arrived at the appointed time. Some research on our part indicated that we had somehow screwed up the 2nd day air, and sent it ground instead.

To complicate matters, Mary told us she was leaving in a few hours to go to Lansing, Iowa for her wedding. Even if we could get the package delivered, she wouldn’t be there. So now, we had to not only intercept the package, but we had to re-route it to Iowa instead of Minnesota.

Calls to UPS were frustrating at first. We were told nothing could be done. I asked to speak to a supervisor and reached this dream of a man, Russell Gridley, who went to the mat for us, and for Mary.

Evening of July 6, 2009: Gerry : The supervisor at UPS has been working on this all day long. He has intercepted your package, and it will be re-routed to Lansing Iowa. The one thing he has told me is that Lansing is near the end of the route, and usually packages are delivered in the afternoon. He is trying to find a way to get it to you in the morning.

Mary: I can’t believe how hard everyone has worked to make my wedding a wonderful day! When we arrived at the B&B last night, the proprietor told me that my dress would arrive!!! I can’t wait! It is raining here in IA but I understand that to be good luck. Today is our 13th Anniversary, so I know we are doing something right.

July 7, 2009: Mary: I got a call from Ken, the local UPS guy this morning and he met me in the grocery store parking lot a town away from us. What a great guy!!!

Later that Day: Its official…we are married. The dress was perfect and the wedding went off without a problem. I felt great in it and I think it looked pretty good too. Thanks again for all that you did for me. I appreciate your support and kind words.

I asked Mary if we could share her story of this adventure, and her wedding. Here is what she wrote to me:

Mary: We are a lesbian couple who never thought we would see the day that we could be married. Today is our 13th anniversary. We had a commitment ceremony on July 7, 2001. It was not a legal event of course, but we wanted to make the public statement. It was a wonderful party to those in attendance but deeply meaningful to us. We are here in Iowa today because their Supreme Court gave us the ability to marry. We are here with our oldest friends who witnessed our original commitment. They are getting married tomorrow on their 12th anniversary. …

Since our original commitment, I have lost 80 pounds and had a double mastectomy for breast cancer. I did not have any reconstructive surgery and have a body that is unusually shaped. I have so much trouble finding pretty, feminine clothing that is comfortable and attractive. When I found the dress on your website, it was perfect! I was so disappointed yesterday morning when I hit the mall to look for a substitute. I found something that will do but is not THE dress I wanted. I am so excited to have it arrive, and to be able to go forward with my vision. We are picking up our calla lilly wedding flowers on our way to the courthouse!!

Again, my sincerest thanks. With so many people working to make our wedding day a lovely success, I kow we will have a lifetime of happiness!!


Blogger M said...

I am so pleased to have found Gerry and everyone at Tender Treasures. They worked so hard for me and I know that passion and commitment carries through in all of their customer interactions. They have a lifelong customer in Minnesota (a happily married one!) and I am quick to share their website with anyone I can. Few people are willing to really help out in situations that do not directly impact them. A 'that's not my problem' is all too prevalent in our society. Gerry and the Tender Treasures staff have shown me that is not always the case. Thank you Gerry and TT are special people to one me!

Most Sincerely,
Mary Mackenburg-Mohn
Woodbury, MN

7:46 PM  
Anonymous verygoodservice said...

This looks like an excellent example of good customer service by Tender Treasures

6:40 AM  
Anonymous Anonymous said...

What a lovely bride and a heartwarming story. Best wishes for a long and happy life.

11:42 PM  

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