A resident of Thornton, Colorado, Chris works for Oracle America selling hardware and software. His work schedule allows him to work from home a couple days a week, but Chris tells me he very rarely drinks water directly from the tap. “The water is so bad coming from the city,” he explains, “it’s very hard water with lots of minerals in it”. Because of the poor water quality he relies on the filtered water dispenser on the fridge to get drinking water. He knows to replace his filter when the indicator light changes to red, but this time when the red light came on he had a decision to make.
Chris knew he needed to order some replacement filters for his refrigerator, but didn’t know how much longer his current fridge would hold up. He had ordered from fridgefilters.com before back in 2005 and wanted to order another case of 6 filters to get the bulk pricing and free shipping, but what if his fridge stopped working? So he sent an email to customer service and was “astounded that I got an email response in less than 5 minutes, literally. Two minutes later I had a response from a customer service manager” to explain fridgefilters.com returns and exchanges policy. Chris tells me he was amazed not only at how fast the response was, but also at how thorough the information was that he was provided, “it was almost over-explained” and the quick response “answered my question to a tee.” He was able to confidently place his order for 6 new water filters, knowing he could always return any filters he didn’t need if his current system stopped working.
When I asked him what brought him to our store he replies, “The website was great. I loved the side-by-side filter comparison chart that showed the best filter and the next step down.” When he first bought the fridge it came with the lower grade model from the manufacturer. After reading the filter comparison on the fridgefilters website he chose to go with the upgraded filter because it removed quite a few more contaminants. Now with his current refrigerator he only has to replace the filters about once a year. “You are one of the best companies out there selling online,” Chris jokes with me, “the only downside is only dealing with you once every 5 years”. I think that’s a problem we can all live with for now.
A huge thank you to Chris S. of Thornton, Colorado for taking the time from his busy day to speak with me.