I want to compliment a person that sets an example that I hope me team follows when helping customers resolve problems with our bank.
I ordered a guitar from Sam Ash on 02.15.
It was set to be delivered on 2.19 by FedEx and to signed for at my home at approximately Noon.
My wife was home all morning and I came home at 11:30am to make sure I available to sign for it.
FedEx came at 10:16am , did not alert my wife who was in the house and left a door tag that it would be delivered the next day.
Neither my wife or I were available on Thursday the 20th.
I called FedEx to arrange to have it held at their Huntsville AL pickup store and was told that you the shipper would have to request the delivery change.
So, I called Sam Ash and got Mr. Angel Pons – I explained my situation and was very impressed at his show of genuine concern for my dilemma and his pledge to resolve the delivery situation.
He told me he would need supervisor approval , that he would get it immediately and contact me to let me know the change was effective.
Within an hour I received a phone call from Mr. Pons with very clear instructions of where to go in Huntsville and what documents to have available for the FedEx store.
In addition to this he sent me a text from his personal phone with the tracking number and order number for FedEx.
Angel Pons is a 5 diamond customer service professional in my experience and opinion and I hope you will express my sincere Thank You to him !
I will always consider Sam Ash as a vendor in the future because of this kind , professional, service with prompt and accurate follow up to help me !!