So earlier this week, I posted about this runner I got from West Elm a few weeks back that was pretty off kilter.
I'd been waffling about whether or not to return it, even though it's obviously flawed. Mostly because it seemed like too big of a pain to find an open UPS drop place. First world problems, I know, right? Well anyway, after a little encouragement, I finally just sent them an email inquiry to see if this was typical of all of these rugs, or if mine was indeed messed up. (I guess I thought that perhaps they would rely on the handstamped nature of the rug as a reason? Like handmade imperfection? Which, uh, as a handmade maker I really try to avoid myself, so that seems silly even to me.)
Anyway, I was just using their online form so there wasn't a way to attach this photo (and I certainly didn't direct them to my blog, because who the h*ll am I?), but I offered to send it if they wanted to follow up. So yesterday, I actually got a personal phone call assuring me that no, that was definitely NOT normal - no photo needed. And not only could I exchange this item, which is now on final sale, but she was going to arrange for UPS to pick it up at my house AND provide a mailing label! Which honestly was another reason I hadn't done the exchange earlier - I would either have to wrestle with my home printer which is always out of ink somehow, or remember to print it at work which is impossible. (Oh lord, how lazy can I be?!?!) Then they'll have a new one to me in about a week!
I have to say, this has been one of the most pleasant customer service experiences I've ever had!