Sunday, March 8, 2009

Sub Pop Saves the Day

A month or so ago, I ordered a couple of 7" singles from Sub Pop. A week later an over sized package arrived from them, with a full release of The Postal Service's Give Up along with a single for a band I had never heard of called Wooden Shjps. While I was happy to get the Postal Service record (something I was going to order anyway) and I was digging on the new Wooden Shjps disc, I had no complaints, but I still really wanted what I ordered to begin with. So, I emailed Sub Pop using the Customer Service address on the website:


Hi, I got my records in the mail today, but it wasn't what I ordered. I had ordered a Band of Horses 7" and Postal Service 7" and instead got "Give Up" and a Wooden Shjps 7". Not that I'm unhappy with what was sent, it just wasn't what I had ordered.

So, in order to get what I originally sent over in order 28140 do I need to ship back the two records you sent? I'm not trying to take advantage of the situation, just want to know how to make it right.

Hugs and Kisses,

Stephen Merryman

In response, all I received was silence. So, I broke down and reordered the records I had wanted originally. I received them, and was a happy man. I spent a little more than I had planned on, but got some cool stuff in return. Then, out of the darkness:



I just found this over a month old email from you in my junk mail. Sorry about that! Anyway, that’s a huge bummer. I’ll send you the correct records. You’ll see them soon. Please listen to the incorrect records if you haven’t already. They are yours as a token of a colossal mistake on our part.


Since I had the records they had missed the first round, I didn't want to get them again. So, I responded:


Since I knew you're all fundamentally sound folks, I decided I could wait no longer and submitted a second order for the records I had ordered the first round, so you don't have to resend them. Shit happens. It's fine. If you'd rather, you're welcome to send me a single or two of whatever you think is interesting to replace it (seriously...I'm open to suggestions), or if you send nothing, we'll still part friends. I can't help it...I'm your doormat.



Yesterday, I opened the mail to find three new records waiting for me, and they are amazing. I received limited edition colored vinyl singles for Mark Sultan (a guy I had never heard of before, but who's amazing, and No Age (which may turn out to be my new favorite band). The third was a record I already have, but I'm sure I'll get to pass it along to someone in need sooner or later.

On the invoice, Sam had quickly written "Enjoy the records. XOXO".

Never have I felt so completely loved by a company. It helps that I love so much of the music that they've released over the years (Fleet Foxes, Band of Horses, Low, Mudhoney, The Postal Service, Nirvana, etc.) but now I'm totally endeared to them as well. Great music and hugs and kisses? What more could a fella ask for?

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