Simplicity Sofas is small, mostly unknown company that deliberately attempts to awe and amaze its customers by exceeding their expectations. A recent email from one of its customers demonstrates how the company seizes every opportunity to provide a level of customer service that turns even angry customers into wildly enthusiastic advocates who recommend the company to everyone they know and who return themselves to buy again.

A customer named Julie recently purchased a sofa from the website and was very upset when the delivery driver refused to help her bring the large boxes into her home, although she was partially disabled and it was obvious she could not do it herself. He left her to knock on doors until she finally found some neighbors who agreed to help her.

Once the sofa was safely installed it was still difficult for her to enjoy it, as just thinking about the delivery made her angry all over again. So she sent an email to Simplicity Sofas venting her anger and letting them know that she was very upset with the customer service she had received, and the next time that she purchased furniture it would be locally.

Although it was late evening, Julie received a prompt email reply from the company sympathizing with her situation and apologizing for the inconvenience she had been put through. It explained that the delivery person was supposed to bring the furniture into her home and listed several things she could do if that situation ever happened again with any delivery company.

The email then went on to say that although the company had no direct control over the actions of the trucking firm, it was still responsible for any problems that occurred. At the end of the email the customer was offered compensation for the inconvenience and aggravation she had been subjected to. A series of compensation options were offered. This show of concern and action by the company when the problem was not even their fault led to a complete turn-around in Julie's attitude.

Her next email read, "I anticipated a reply to my email, but I was surprised to read your generous offer. A $50 check is quite sufficient and is most appreciated; especially when Simplicity Sofas wasn't at fault. You have incredible customer service. If there is anything I can do to help you or your company here in the southwest, please do not hesitate to contact me. 

Simplicity Sofas' award-winning customer service has helped customers like Julie make online furniture shopping a breeze. Julie wrote recently, "You have incredible customer service!"