Recently, I placed an order with The Lakeside Collection. This was not my first order from the company. Would there be any need to contact customer service? What type of service would I receive?
Previous Experience
My previous experience purchasing items from www.lakeside.com has been positive. My items
Have all arrived quickly after they were shipped. Occasionally, some items have been on back order, but the wait was not significant.
Upon arrival of my items, my products have been intact and of high quality. I have never had the need to return an item due to damage or dissatisfaction.
The Problem
I had received a notice that my package was shipped on March 5, 2008. I did not receive the package by the morning of March 17 and began to question where it may have been delivered. I was hoping to get some information to track the package.
Response
The customer service representative was eager to help. She explained that the package was sent via the USPS not UPS like I had originally thought. Because of this method of shipment, the delivery could take longer. She pleasantly informed me that there was no way to track this particular package, but encouraged me to call back if I had not received it by the end of the week.
Courtesy
The customer service department was well represented by the individual with whom I spoke. She called me by name and was very personable. She apologized for any inconvenience, despite the fact that it was my error in regards to the shipping method.
Resolution
The customer service representative from Lakeside really was not able to provide much in the way of a resolution. She couldn't reach into the warehouse and zap my item into my mailbox. She did offer helpful information about the order and the shipment date. Politely, the customer service rep indicated the expected number of business days until delivery.
Before we ended the call, the Lakeside customer service representative asked if there was anything else she could do to help. She made a true effort to make certain that all of my questions and concerns were answered.
Satisfaction Rating
I would gladly give the Lakeside customer service department 5 stars out of five. I was met with courteous attention throughout the entire call. My questions and concerns were answered in a personal, yet professional, manner. The bonus was that the call was taken quickly and I was not left on hold for long periods of time.
