I just wanted to give a shout out to the Theory 11 team. In this day, you only hear about complaints. When things are done right, people rarely take the time to complement.
Months ago, I received a deck that was mangled by the post office. I sent an email to Theory, and CEO Johnathan Bayme replied to me personally. A replacement was shipped.
Today, the cart system was glitching on me, and I ended up with an order of items I didn't want. Some extra decks showed up, and some items disappeared. Long story short, I didn't get a confirmation, so I thought my order didn't process. Turns out, it did process, but not until after I put a second order in. I was going to make two orders anyway, just not with the same items. I called Theory's customer service, and spoke with Christen Gerhart.
Christen was able to remove some of the extra items and replace them with others I wanted. The process was smooth and easy.
Not often do you see company executives get involved on the customer service level. Both Bayme and Gerhart were courteous, willing to listen, and helpful. I felt as if they valued me as a customer, and that's good to know that the company really cares about it's customers being happy.
So thanks to both, and to Theory 11! Happy Birthday
Months ago, I received a deck that was mangled by the post office. I sent an email to Theory, and CEO Johnathan Bayme replied to me personally. A replacement was shipped.
Today, the cart system was glitching on me, and I ended up with an order of items I didn't want. Some extra decks showed up, and some items disappeared. Long story short, I didn't get a confirmation, so I thought my order didn't process. Turns out, it did process, but not until after I put a second order in. I was going to make two orders anyway, just not with the same items. I called Theory's customer service, and spoke with Christen Gerhart.
Christen was able to remove some of the extra items and replace them with others I wanted. The process was smooth and easy.
Not often do you see company executives get involved on the customer service level. Both Bayme and Gerhart were courteous, willing to listen, and helpful. I felt as if they valued me as a customer, and that's good to know that the company really cares about it's customers being happy.
So thanks to both, and to Theory 11! Happy Birthday