I think it's important to give kudos for good service, and that's what this post is.
Some of you know I've been a customer of Atlantic for a while. I got an email from them telling me that they had Viaje Holiday blend in stock, so I jumped on it. While there, I threw in a few other items -- once you pop, you can't stop, you know?
Ran into a problem at checkout. In simple terms, after I viewed my car, I clicked the CHECKOUT button, and I ran into problems with the handoff to the secure server to process the transaction. It hung a few times, and then the site showed my cart as empty, so I refilled it again. When I finally succeeded in getting to the secure purchase page, though, it showed duplicate items in my cart. I had to remove them from the cart, but then the handoff to the secure transaction server hung. Grrr.
I sent an email to Atlantic customer service reporting the problem. I got a quick response (but in the meantime I came up with a workaround on my own and completed the transaction), and provided a detailed explanation. I understand the importance of step by step error reporting so that the problem can be reproduced and the bug fixed, so I took the time to do that.
When my shipment arrived, the good folks at Atlantic threw in a few extra sticks to thank me for taking the time to give a detailed description of the problem. I think that was a nice touch, and much appreciated.
Thanks, guys.