At J&H Tackle, we are all about customer service. We realize that it is one of the most critical aspects of a business. I know that in my personal life when I encounter a company that doesn’t meet my standards with regards to customer service then I get angry and lose confidence in the company (e.g. AT&T). I know all about emailing a company and never hearing back and getting transferred from person to person only to get cut off at the moment when you think you are going to finally reach the right person. At J&H, we don’t do that.
I know coupons, discount and deals are much sexier than talking about customer service, but I would like to very briefly go over our customer service policy. It’s pretty simple. We do whatever we can to satisfy our customers. We help you choose the correct products, we make returns and exchanges easy, and we even tell you when you can spend less than you were planning to. Did you know that when we think a transaction is fraudulent we track down the credit card holder, 100% of whom are not J&H customers, and let them know that they have been victims of credit card fraud? We don’t do this for personal gain. We do it because it is the right thing to do. It is our goal to do right by our customers. We want to help you catch more fish, have a great fishing experience and continue being J&H customers.
With all polices there are a set of rules and they are pretty common sense. We don’t accept returns on used gear, there is a time limit for returns and we must receive the gear you are returning back before we ship out the replacement.
Mistakes happen both on our end and on the customer’s end. If we work together and there is a common understanding between us we can resolve any issue quickly and in the best interest of both parties. I only bring up customer service because from time to time we encounter customers that either forget this understanding or just disregard it. That is not good for either of us. We want to make you happy, we want to give you what you want, but sometimes what you want is unreasonable or simply impossible.
Over the past five years or so that I have been been running jandh.com, there have been very few instances where I have not been able to resolve a complaint. Usually with a discount, an offer of free shipping, or a full refund. I don’t have a problem giving you your money back if you are unhappy because if you are unhappy then chances are that you will buy your fishing gear elsewhere. You’re not going to all of a sudden quit fishing so it is in my best interest to do what I can to keep you as a customer.
Anyway, thank you for listening to my rant on customer service. To reward you for reading all the way to the bottom, here is a 10% off coupon. Enter coupon code JHCS2013 at checkout. Offer expires 4/15/13.