A few years back, my husband and I fell in love with a trash can. We’d seen one like it in my niece’s kitchen and then we encountered this one on display in a local gourmet kitchen shop. It was the OXO 40 liter wide-touch can in stainless steel.
You see, we’d been making the long walk to our trash can (out by the shed) every night. We didn’t have the right kind of receptacle – one that would shut tight with no possible chance for any bugs or dogs or anything else to explore the contents. Then we saw the wide-touch and we fell in love. It was expensive and a part of my mind was saying “…for a trash can?” Oh my friends, it was worth it. We have loved not having to traipse out to the big old rubbermaid trash can every night in the dark, wondering what critters we might encounter. It opened easily with one touch and closed up tight as a drum.
A month or so ago, I saw a crack in the plastic on the top. I glued it together. Then I noticed another crack in the back (again in the plastic) and it was impossible to glue. By last week, the top no longer popped open at the touch of my finger and had to be opened with the help of some tape and a binder clip that my husband put together to make a handle.
binder clip handle & crack in the rear covered with duct tapeWe had to get a replacement top, so I wrote to OXO on their website inquiring how or if I might purchase one. I heard back from Brooke in Customer Care almost immediately and she asked me some specific questions about the exact make of the can, whether it was stainless steel, where we bought it and how the damage happened. I answered her questions and sent them back.
Now, my friends, understand that I had no receipt. All I could tell her was the name of the shop where I purchased it. And I honestly told her the damage was from every day use over the course of 2 or 3 years. Imagine my surprise when Brooke wrote back that a replacement was on its way via Fed Ex. This was 2 days ago.
This morning our replacement arrived. Free of charge.
You’d laugh if you saw how excited we were. There it is – all shiny and pretty and it opens and closes smoothly.
I’m writing about this because in this day and age where customer service seems to be a thing of the past, OXO treats its customers with courtesy and respect. I don’t know about you, but I dread it when I have to complain about a product in writing (will they believe me?) or call customer service (how many buttons will I have to push before I talk to a real person…and will they believe me? How many hoops will I have to jump through?) I’ve had my share of battles in the past.
OXO believed me, didn’t ask for proof of purchase, and though I was perfectly willing to pay, didn’t charge me. And they sent it Fed Ex so it got to me as soon as possible. They have made loyal customers out of us. Thank you, OXO!
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Mom is still in the hospital. She is going to rehab tomorrow. She is very down about everything. I’ll keep you posted.
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I also want to mention my friend Kelee Katillac’s party this weekend for Colette’s room makeover. Colette was suffering from cancer and was in need of a space that was uplifting to help her through her healing process. Kelee and Guideposts magazine teamed up and did a makeover. So Kelee is hosting a Magnificent Miracle Party. Please stop by Kelee’sto read all about it. For every comment left, $1.00 will be donated for the next makeover for someone in need.
