I just sent a quick email to Paper Source thanking their CS dept for a super fast resolution to a shipping mistake they made. I ordered red envelopes from the clearance section and received expensive cream envelopes. The price difference between the two was around $20, but they charged me for the red ones, and, when I talked to CS, they told me to keep the cream ones at no charge (score!).

Anyway, this was Tuesday. Today I received the red ones I ordered, and in the box was a hand-written card from the CS rep I talked to apologizing again for the mistake.

I worked CS for an online store for several years and it was rare we received a feedback email that wasn't negative (as most people, myself included, won't even think to give feedback if there wasn't an issue.) I always appreciated when someone did send a quick note thanking me for the steps I took to rectify our mistake, and even more the quick thank you notes when there was no problems.

I was very impressed by the speed and manner with which my P-S mistake was handled, and I wanted to let them know how much I appreciated it.

Do you ever send positive (or negative) feedback?