I recently purchased an AWP poly carpenter belt from Lowes in preparation for construction of my new house. Since I'm in Florida, I like the poly/velcro belts (humidity and rain). I purchased the belt on sale a couples months back and finally got around to adjusting the velcro pockets and belt position. I'm a 34" waist and after several attempts, I could not get the belt to fit snug without cutting one of the sewn loops so I called AWP customer support and left a message.
I received a phone call later that afternoon from a sales rep at their headquarters asking me to describe the issue I was having. After about 30 minutes she called back and thanked me for reaching out to them and agreed that an adjustment needed to be made. More importantly, she wanted me to be satisfied and sent me a "very nice" upgraded model along with a few other accessories to try out. She simply asked that I provide feedback so they could continue to enhance their products.
It's nice to see companies stand behind their products like this. She could have easily told me to return the item to Lowes and checked the box. Instead, she took ownership of the problem and "made it right". New belt fits perfect! I will be a repeat customer.
I received a phone call later that afternoon from a sales rep at their headquarters asking me to describe the issue I was having. After about 30 minutes she called back and thanked me for reaching out to them and agreed that an adjustment needed to be made. More importantly, she wanted me to be satisfied and sent me a "very nice" upgraded model along with a few other accessories to try out. She simply asked that I provide feedback so they could continue to enhance their products.
It's nice to see companies stand behind their products like this. She could have easily told me to return the item to Lowes and checked the box. Instead, she took ownership of the problem and "made it right". New belt fits perfect! I will be a repeat customer.