One of our Georgia customers had a horrible flea infestation after the last big rain!  After reading about Wondercide and the many blogs/reviews of ecstatic customers, she went to wondercide.com to see what this new, amazing product was all about.  Before long, her order was placed and shipped successfully!  Uh, oh!  UPS somehow lost the package (it still hasn’t been found). Upon contacting us via email, we handled the problem immediately, like any reputable online company would do.  The following are excerpts from our email correspondence with the customer.

Friday Morning:
10:47 am  Customer
Hello, I just called and left a message on your “Shipping” customer service line- but I wanted to make another attempt to contact you via email- perhaps a faster way. My order number is: XXXX, Placed 10-16-2009 Amt: $356 + change. The shipping Tracking Number: xxxxxxxxxxxxxxxxx   Was supposed to be received 10-21-2009 – Did not come. Did not come 10-22-09. Called UPS on 10-23 and they said that because it has not reached me by now it is considered “LOST” and that they cannot initiate an investigation until the “SHIPPER” (that’s you) contacts them and gets the ball rolling. PLEASE- HELP ASAP!! My house is INFESTED with FLEAS… We’re being eaten alive. NO JOKE.

11:11 am  Wondercide
I am checking on this now and will get back with you today. Ups has been horrible lately with lost and damaged packages. If it is lost, we will need to send out another shipment. We have no control once the package is in their hands but apologize for the inconvenience to you. Will be in touch shortly.
Sent from my BlackBerry (while on vacation in Las Vegas)

11:13 am Customer
Thank you so much Stephanie.  I too work for a company where the owner gets directly involved when situations like this arise.  It’s a good sign of a reliable and trust-worthy company.  I appreciate all of your assistance.

11:57 am Wondercide
Not a problem! UPS will have to investigate further.  The package was scanned for delivery on the 21st but wasn’t delivered.  It’s taken a few persuasive calls, but I have negotiated for Saturday Delivery so you can remedy the infestation immediately.  We will refill and reship the package today at our expense. You will get the tracking info via email later today. Thanks for your patience!
Sent from my BlackBerry (while on vacation in Las Vegas)

12:02 pm Customer
Terrific!  Thank you for rushing this!  We are really excited about using your product!  I did some background digging- and all the reviews that I’ve read about Wondercide are very very positive.  You are my last hope- so I’m really excited to blast these little blood suckers!

Sunday Night:
7:53 pm Customer

Stephanie! Your product seems to be working wonderfully! We keep checking the dogs and they are still flea free!!! It’s truly amazing!!  I also appreciate you expediting us a new order when our first one got lost. It arrived nice and early Saturday a.m. which was the day we had been planning to treat the house anyway so our plans did not get ruined!!! Thank you so much!!!

We have ZERO complaints about WONDERCIDE!!!!    Again, thank you so much!!

Monday Morning:
10:37 am  Wondercide
It’s great to hear that you have relief!  I appreciate your feedback and staying in touch through all of this. That being said, would you mind if we share your experience in a blog or on the website?  It really just helps people have confidence in both the product and the online purchase experience if they can read real stories by real customers.

4:08 pm Customer
Absolutely!  Please let me know if you need me to give you any further statements that will help others in their decision of whether or not to use Wondercide.  I stumbled upon your product through some basic “help” searches on google and someone raved about your product.  So I dug deeper.  I have never been so relieved to find that my investment in a product was not a bust.  It was worth EVERY penny.  

Thank you for all your support and communication. It’s very reassuring to a customer that the company is all that other’s say they are when their own CEO stays in direct contact with you and helps you directly.  You could farm me out and you didn’t- so thank you so much.  I’ll be a customer for life!