I've had two recent encounters with exceptional customer service. The first was with Maggardrazors.com. I ordered a razor from them. The razor comes in a sealed box so Maggards obviously never saw the razor itself. When I excitedly opened my new razor I discovered that it had several manufacturing defects. I contacted the manufacturer as per the included instructions. Several days past with no response. I then contacted Maggards through email for advice. Brad (the owner) responded very quickly with several options to rectify the issue. After deciding on a return and refund Brad quickly sent me a shipping label for return postage and as soon as the package was registered in the mail system a refund was issued. Brad's communication through the entire process was speedy, understanding and professional. I will definitely be shopping with Maggardrazors.com in the future. They also have a fantastic selection of products.
The second instance was with shavingshopclub.com I ordered a replacement for my favorite shave soap A&E The Novelist, a little before it ran out. When I opened the new tub and tried to lather up the lather just wouldn't build well and what lather did build disintegrated quickly. I contacted the shop through email to see what could be done. There were several emails exchanged and we came to an agreement to have me send my tub back for an exchange for a new tub. Unfortunately there was an unexpected delay in receiving my replacement. When I reached out again to get an update they realized it had never been sent. The owner apologized, refunded my money and offered to send a new tub of the original formula or an upgrade to the new formula. I asked for the new formula. When it arrived I was astonished to find not only the soap but also the aftershave. Let me say this new Ultima formula is spectacular. I will definitely be buying more once it is available.
Both of these companies exhibited excellent in customer service. I hope you will take the time to check them out if you haven't already.
Oh and the shave with the Stoll was fantastic too.