What would you do?

Posted: Wednesday, July 16, 2008 by Travis Cody in

I wear Wrangler jeans. I've worn Levi's and Lee and Arizona, but I always come back to Wranglers because they fit the best and last the longest. At least they have for me.

Now I got in the habit some years ago of ordering my Wranglers from Sheplers. I don't change size or style very often and they always have what I want in stock. Every 6-9 months I buy a couple pair, just to have some newer looking jeans.

Yup...I must have 20 to 30 pair of Wranglers around here. I guess that's what happens when you're fortunate enough to keep getting work at places that don't care if you wear jeans to work...as long as they look nice and don't have rips or tears in them.

Anyway, last week it was time to order another couple pair. The shipment showed up today. But when I opened it up, 3 pair fell out of the bag.

I only ordered 2 pair. The receipt showed that my credit card had been charged for 2 pair. Yet I received 3 pair.

What would you do?

I called them up and explained the error, told them I wanted to keep the extra pair, and would they go ahead and charge my credit card for them. See, I work in shipping & inventory management. Mistakes can happen with shipments, and they do all the time. And when a mistake happens, you let the shipper know about it.

They would have heard from me if they had only shipped 1 pair and charged me for 2. So they heard from me when I ordered 2 pair and they shipped 3.

What did they do?

The customer service gal told me...in just the sweetest accent you ever heard..."y'all go on keep that bonus pair now sugah". I asked her if she still had my credit card information on file, or did she need me to give it to her again. She said, "no sugah, we 'preciate honest folks, so you jus' keep that pair with our thanks".

I thanked her for her generosity.

Customer service hasn't died everywhere.

And she really did call me "sugah".


  1. Akelamalu says:

    Oh how wonderful - proper customer service!

    I would have done the same as you - I'm sometimes too honest for my own good, but it's worth it for your own peace of mind isn't it?

  1. Very good. I'm glad to hear these kinds of stories. Very nice of them, and of you.

  1. Turnbaby says:

    Now THAT"S how you treat customers.

  1. Anonymous says:

    Hey sugah, you did the right thing... and they thanked you for it. Good lesson on honesty and customer service.

    Have you tried diamond gusset jeans?

  1. I would have done the same as you did. This happened to us a while back with an order and we called and paid for the mistake because we wanted the item they sent by mistake. It's called being honest. Excellent Travis. I'm not surprised though. Have a great day. Big hug. :)

  1. Honesty IS the best policy. What a great story....sugahh.

  1. Anonymous says:

    I had that happen years ago I ordered some vidoes(beta tapes at that) I was supposed to get what I got was 2 of each videos.so when I called they said sorr the they will correct the order. Now mind you I thought that they would send me a return lable to send back the extra videos.no they sent me more videos. but that is not why I called your customer service.I want to return the overage of videos that I had they said just share them they were going out of business. I could see why.

  1. Linda says:

    This is a great story of customer service on their part and customer loyalty on your part - kudos all the way around, sugahh!

  1. Dixie says:

    I would have done the exact same thing you did "sugah"... Like I've always told my kids... honesty is the very best policy...


  1. DrillerAA says:

    And when she called you Sugah, you melted like a cube of it in hot tea.

  1. Aww that is a sweet story! So nice to know customer services exist still.

  1. That sure would've been one unexpected surprise.

  1. Grandy says:

    Sugah, were we the only ones that used to go around saying "Wrangler butts drive me nuts?" Maybe so.

  1. Jeni says:

    Good for that company to respond to you like that and then, good for you! In more ways than one, huh?

  1. Bond says:

    I have had something similar happen to me...it is about building customer loyalty..

    Personally, I am a Levi's fan...I buy both the zipper and the button down style...

  1. Travis says:

    Akelamalu: I think it is worth it. I expect good customer service and I try to be a good customer.

    Charles: Some companies get it and so do some people.

    Turn: Yup.

    Lois: I don't think I've ever heard of Diamond Gusset.

    Sandee: I would have graded the service as excellent even without the freebie, because a real person answered my call after just 3 rings, she was pleasant, and she was helpful.

    Mimi: It gets you a little farther in life.

    Mike: That does seem a bit wonky. But I guess as long as you didn't get charged for the extra it worked out.

    Linda: Why switch away from a good thing I say.

    Dixie: Put out the positive vibes and you get positive vibes back.

    Drilleraa: Naturally!

    Starr: It's out there. It just seems like you have to search a bit to find it sometimes.

    Terra: It certainly was!

    Grandy: Perhaps. For my sister's wedding, the guys wore black Wranglers with tuxedo shirts and tails for that very reason.

    Jeni: Yeppers!

    V: I wore button fly Levi's in HS, but switched to Wranglers later because they actually looked and fit better.

  1. Jeff B says:

    Way to go Travis! You and the company both did the right thing.

  1. Julie says:

    Can we say INTEGRITY? Of course we can. That's why I love you!

  1. Very cool! :)

    I ♥ a cowboy bootie in Wranglers, Trav.

  1. I'd like to say I'd've done the same thing, but ironically, I'm too honest to do so. I seem to end up on the bad side of the situation so frequently that if something comes my way (for a change,) I say "screw 'em."
    Nice to see that customer service isn't completely dead, however!

  1. Dana says:

    I ordered a sweater set for Bethany and me one time for Christmas. One adult sweater, one child sweater. I ended up with 3 of each I think. I tried calling and straightening it out and after not so near as nice as customer service as you got, I donated the leftover sweaters to the Salvation Army.

  1. I always insisted my kids return extra change....which they objected to...until..they had part time jobs which involved a cash register...then they were a bit more appreciative.

    karma...the golden rule...just because...

    you're one of the good guys...Shugah