Great Customer Service at Headsets.com

A company that has impressed me quite a bit recently was Headsets.com. Besides ordering one headset from them in the past, I don’t have any relationship with Headsets.com, but they have been very impressive.

Here’s my story:

About six months or so ago I decided I wanted to start using Skype more than I did (this was before free SkypeOut). However, the microphone I had didn’t work very well so I went out to the local Radio Shack and purchased a headset. The new headset from Radio Shack also didn’t work very well, so I tried to return it. The guy at Radio Shack said I couldn’t return it because I didn’t have the “original packacing”, which was a piece of plastic stapled around the headset. I eventually called the credit card company and they took care of it, but regardless, I haven’t bought something at Radio Shack since then.

I still needed by headset so I did a bit of research and found Headsets.com. I found a headset I really liked, signed up, and ordered it. A few days later, I got it in the mail, but I quickly realized the headset I purchased was for a phone, not a computer.

I called Headsets.com and spoke to a guy who said I could return the product without any problem. I don’t even think I had to pay shipping or take the product to the UPS store. (Note: When you can’t remember how the product return experience is, it probably wasn’t that bad.) A few days later, I had my headset, which I use (and works perfectly) to this day.

Besides the return experience being really easy, here’s some other things that impressed me with Headsets.com:

  • A few weeks later, they sent me a satisfaction survey in the mail. If I filled out the survey, I would get a $10 (or something like that) credit to my account. I filled it out, faxed it in, and included a handwritten note asking them to email me confirming they got it. About 24 hours later, I got a personalized email saying they received the survey and the credit was added.
  • A few days ago I got a letter from Headsets.com thanking me for being a customer. The letter didn’t include a sales pitch, but was from the CEO outlining how 2005 was a good year for Headsets.com and how much they value their customers.
  • The letter had the CEO, Customer Service Manager, and Shipping Manager’s direct lines on it. I tried calling them and got voicemail for each line. However, I left a message for the CEO and will see if I get a call back. (If you call their 800 number, you do get to talk with a person quite quickly, though).
  • The letter had “7 promises” relating to customer service and customer service satisfaction on the back.

Some impressive statistics:

  • Headsets.com has not had a complaint filed against them with the Better Business Bureau for the third year in a row. (The company is only three years old.)
  • They’ve grown from what I assume is 0 to more than 212,000 customers in three years. They’ve also grown from 12 to 60 employees in that time. (They have a customer counter on their site. When I was there two or three days ago, the counter said 209,000. At the time of posting, it says 212,671.)
  • This page is interesting.

I read an article about Headsets.com saying how a majority of their success was due to their focus on customer service. They seem to be a company to aspire to. Good job Headsets.com!

5 Responses to “Great Customer Service at Headsets.com”

  1. CustomersAreAlways said:

    Jun 25, 06 at 10:36 pm

    Headsets.com Gets Good Reviews…

    One of my goals with this blog is to help spread the Good Word.  As I’ve complained about a few times before, the internet is filled with so many stories about bad service.  There has to be good stories out……

  2. Service Untitled » Robert Scoble knows customer service. said:

    Aug 28, 06 at 12:48 pm

    […] Scoble has also compared bad customer service to great customer service. The company Scoble mentions as one that provides great customer (Printing for Less) seems to have a very similar concept to Headsets.com (talked about here). Take an ordinary product or service, add great customer service, and set yourself soar ahead of the competition. This is something that I will be talking about more this week. It is something that a lot of companies have been doing and a fascinating subject. […]

  3. Service Untitled » Customer Service Difference #2: Headsets.com said:

    Aug 31, 06 at 12:32 pm

    […] I’ve written about Headsets.com’s customer service before. They are a company that I really find fascinating. They take an ordinary product (headsets), add great customer service and related policies, and they see tremendous success. […]

  4. Service Untitled » Negative Experience with Adorama - customer service and customer service experience blog said:

    Jun 04, 07 at 9:32 am

    […] This was much different than my return experience with Headsets.com. I recently had to exchange something at Newegg.com, and was pleasantly surprised by how simple and hassle free that was as well. […]

  5. Service Untitled » Work for the 99%, not the 1% - customer service and customer service experience blog said:

    Jun 06, 07 at 1:10 am

    […] Radio Shack’s terrible return policy made me swear off the company forever. Headsets.com’s excellent return policy made me a lifelong customer. Radio Shack subscribes to the “our customers are out to get us” philosophy and that doesn’t work. […]