good customer service is not lost

I had thought that good customer service was a thing of the past, until recently when I was pleasantly proven wrong.

I had purchased a wooden bee toy for Lucy. We loved the toy we named click-clack bee. After just a very short time, click-clack bee suffered a serious fall from the highchair. Unfortunately, click-clack bee was damaged as a result — a small chip broke off from the bottom of the toy. Devastated, I immediately contacted the company, Melissa and Doug, to tell them of this.

Melissa and Doug —

I recently purchased a wooden bee toy, the "Bumbling Bee Grasping Toy" [see reference photo attached].

My daughter, Lucy Bee [6 mos.], loved playing w/it and chewing on the antenna and wings. She was riveted by it, especially when I click-clacked it for her.

Unfortunately, the bee suffered a throw from the highchair a week after I purchased it, and the bottom rounded wooden piece chipped at its thin top edge. I was devastated - we both really enjoyed that toy. I am now afraid to let her play with it for fear of splinters. And, gluing it back could be a choking hazard.

I don't know if it chipped as a result of a small stress fracture, or if it hit the ground "just right" but I am sad to lose such a fun/cute toy.

I thought you should be made aware of this, as it may be a design flaw [maybe make that bottom edge a little thicker??] or perhaps, mine was just a weak piece of wood — who knows?? None-the-less, I would hate to have it chip on another baby.

I do enjoy your toys and will continue to purchase them in the future.

Sincerely,
Kristin

Within days I had a response!

Hi Kristin,

First, I'd like to apologize for the problem you experienced with the "Bumble Bee Grasping Toy". We really appreciate you taking the time to make us aware of this problem. Please know we will definitely look into this. In addition I'd like to have an opportunity to speak with you by phone to obtain the product date code and discuss sending a replacement . . .

Thanks again and Best Regards
Valencia
Melissa & Doug®

I did speak with Valencia, and she is sending out a replacement. Unfortunately, not a new click-clack bee, but another bee toy that will hopefully be just as fun.

I am happy to know there are still companies out there that actually want to keep you happy and a loyal customer.