Last night I got an email from LBB letting me know that an item in my bag was out-of-stock and to pick out another item of the same retail value, they also offered me an extra item in my next bag for the inconvenience. I was a little sad, but it was an older item (Skyn Iceland set which I think released before the warehouse move) and I had the only one, so the news wasn't that big of a shock, as a new item might have been.
Anyway, I asked for a pair of the new Guess shoes that just released on the 1st, but they were about $30 more in retail, however the Skyn set was the same add-to-bag price as the shoes. And I told them I didn't need the extra item if they were willing to exchange me the shoes. And they did the exchange for me, so I was really pleased they were willing to do that because there was really nothing else I wanted.
Luckily this went pretty smoothly. I've had some hellish experiences with LBB's CS in the past, over shipping problems, but my experiences with them have improved a lot in the past 6 months. And no problems with shipping since they've moved warehouses and switched carriers.
The CS agents are also a lot less inappropriately chirpy (which is annoying when you have an unresolved problem, and aren't talking about boys or the mall), and they don't waste time making excuses, but rather just resolve my issue as quickly as possible, or if they can't do it quickly, they offer something as a measure of goodwill(a little code or something).
So, I'd say for me at least, they've improved a lot. Their agents used to be so incredibly annoying I actually felt tempted, or even provoked by how dense and unhelpful they seemed to be, to be really mean to them; but I haven't felt tempted at all to be mean or even short or anything other than nice to them in a long time.
Of course, any improvement might look like a magical rainbow to me when contrasted against my prior experiences with LBB's CS, lol. No, but seriously, I do think they've improved.
LBB does of course still need to sort out it's out-of-stock issues, and I think they are, and CS of course needs to be sensitive to the customers affected by LBB's out-of-stock problems and go a wee bit above and beyond in the resolution. Don't need to offer the moon and the stars or anything, like they did for some people a while ago, but a wee above and beyond is appropriate I think. What they offered me was fair, I thought. And the resolution we came to was also fair, I think.
/emoticons/
