I used to be a fan of Little Sleepies as they had cute prints and I spent $$$ on a lot of orders. I finally reached out to their customer service team about one order (asking to swap an item that I gave as a Christmas gift to a larger size even though it was past their 30 days and I admit I did purchase it awhile back because it had been a gift. The item was still in stock). I wasn’t asking for a refund… I wasn’t asking for money back. When I’ve literally spend thousands with a company and never a return (so this was my first outreach), asked to make this size swap as the item was unworn, with tags and still in stock. No go. They recommended to us to try and sell it on one of the reseller websites. This request, even though outside of their normal T&Cs, would cost them nothing but would create a customer for life or validate their customer relationship as again, I’ve spent a lot of money with them and this was my first and only request. I’ve worked in customer service for decades and there is a threshold you as a company make a decision of, “Do I allow this one time exception for the customer relationship/to provide a delightful experience or do I treat it a customer like a number as these are the rules?” They want to be a premium brand but lack the premium brand customer experience.
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Our lives are the sum of a million little moments, and we believe every single one has the potential to be extraordinary. That’s why we design products that spark smiles and inspire togetherness — with craftsmanship and community at the heart of everything we do.
