Overstock does it right..
We recently ordered a new bed from Overstock.com which shipped in 3 boxes. One of the components, a mid-beam support, was not in great shape. Some of the hardware embedded in the beam to secure the legs was half falling out, and the center support legs just fall off.
It’s not the fault of Overstock, but the fault of the manufacturer. I went into the MyAccount section of the website and followed the steps to report order issues – Well, I didn’t read it all thoroughly and had initiated a full return. Oops.. Within a minute there were 3 return shipping labels & instructions in the inbox 
Plan B… Chat. I don’t like dealing with support via email, and I don’t always want to pick up the phone so chat is a great option to have.
The chat agent was excellent – Professional, efficient, and knowledgeable.
One of the biggest contrasts between this experience and the one I had with Sprint is the following:
The agent said ‘I’m so sorry you’re having this problem, I’m happy to help you get this resolved’. Wow, what an ‘impact statement’. Empathy, and the clear objective to take ownership and resolve the issue.
It’s a very simple statement, but it carries a huge impact as it can immediately put the customer at ease. Of course the second part is that they have to follow through on that.. Which they did. The whole process took about 4 minutes from the time I clicked chat to the time I disconnected and filled out the survey.
There was no hassle, no arguing, and I felt like a valued customer.
Thank you Overstock!
It is actually rare to find companies that provide “great” customer service. They definitely deserve the attention. I am glad you posted this.