Filed
Exceptional Customer Service
I was really impressed with Zero Hour. I purchased their product based upon the quality of the reviews and creativity in the designs. I purchased several products as a gift. My situation changed and I was unable to gift the product. I reached out to Zero Hour to request a refund. I worked with Faisal at Zero Hour. His support, flexibility and genuine concern for my situation was rare to other experiences I have had with other customer service representatives. Not that they were bad, it was that Faisal presented a level of compassion and interest that I could sense in his email responses. He offered several solutions, including a generous reduction in the price, to keep the product. Not being an avid Lego builder, the solutions did not work for me as the product was intended as a gift. Faisal supported my request and accepted the product return (in original product packaging) with a charge for the return shipment, or I could pay to ship it back myself. I chose the latter. Upon receipt of the product, the refund was issued immediately. Faisal stayed connected with me during the entire process. While I can't attest to the product quality as I never assembled any of the units, I can say that Zero Hour customer service is exceptional and that I would highly recommend buying their product, and if something is wrong, you can rest assured that Zero Hour, a representative like Faisal, will take great care of you.
Filed by Andrew