Look Who it Was Random video

How Jet.Com Turned A Bad Customer Experience Into A Great One With A Cool Twist on Customer Service

1,892 views · Published 13 January 2017 · 12:08 · Indexed 20 October 2026

Channel: Rules For Rebels · 2017 · Howto & Style

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I recently made a purchase from Jet.Com. The package arrived poorly packaged and hanging out of the box. This was my first purchase from Jet and started off as a very poor one. They turned it into a great experience however by offering great customer service, with an interesting twist which made it very personalized and social media like.

If you watched my video on how to drive more sales with a good Shopify "About Us" page, linked to below, you will see how the idea of personalizing yourself and your business will help you. As you watch this video you'l'l see how these two things tie together. 

https://www.youtube.com/watch?v=tly6GNX5kq8

I sent a complaint email to Jet after my purchase. Within 30 minutes I had a response. The customer service agent was from the USA, personally related to me and sent a personalized message and not a form letter. And best of all IMHO, the way they handle their customer service is very social media like. It really personalizes them as a company and their employees to customers. 

The customer service agents actually have a photo and a profile, almost like a Instagram Account or Dating Profile, and after the interaction when you rate the customer service agent they ask you if you would like to reward them with a coffee, lunch, or a product from their site.

Overall I just thought it was a very cool way of dealing with customers and handling customer service. I also wanted to give them props as I think too often people are quick to complain but not quick to give praise.

Do you have a similar experience or do you know of another company who really stands out in terms of customer service? Tell us about it and drop a comment below.

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