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# Grief and Customer Service
- URL: https://justincox.com/blog/2022/03/grief-and-customer-service/
- Published: 2022-03-25T08:30:00.000Z
- Updated: 2023-06-16T23:42:28.000Z
- Description: Two different companies’ reactions to the same grief-fueled situation highlight the importance of customer service
- Author: Justin Cox
- Tags: Mental Health, This Just In, Life

My wife and I unexpectedly had to say goodbye to our dog last weekend.

Mac was the best dog, a loving companion, and a fantastic coworker. He brought joy and happiness and never met a stranger.

Mac is greatly missed, and my office is too quiet without him. It’s been a tough week.

Being highly pragmatic and needing to do something to distract myself, I went about canceling Mac’s various prescriptions and care plans. For years, Mac was part of the Banfield wellness plan and received all of his food and medication from Chewy auto-shipments. The process should have been easy, but it was not and will cause me never to work with one of these businesses again.

## ****First, The Good.**

Chewy is a wonderful company. I informed them we received Mac’s last auto-shipment of prescription dog food, but it was never opened. I asked if it was possible to return it or, if not, could they recommend somewhere to donate prescription food. Chewy refunded the entire order ($105) **and* encouraged me to donate the bag of food. Not only that, Ariana (who responded to the email) had flowers delivered from a local florist on Chewy’s behalf. I was shocked when they arrived.

When the time comes that my wife and I get another dog, Chewy will be our go-to pet store. The same is not true for Banfield.

## ****Now, The Bad.**

When I canceled the Banfield wellness plan, I was told my monthly payments would continue until the plan ends in October. My cancellation just prevents automatic renewal. I reminded the customer service agent that I was **canceling* because my dog passed away, and monthly payments would be like ripping open the wound each month. The Banfield agent explained that wellness plans are actually **very expensive*, and the monthly payments are the **total cost* spread across 12 payments — let’s not take into account we’ve been paying for the wellness plan for more than a decade. My options were keeping the remaining 7-payments **or* paying roughly $300 over the phone. I spent the money to be done with Banfield.

I will never work with Banfield again and strongly encourage everyone with pets to find a trustworthy local veterinarian instead of Banfield.

## ****Customer Service Is Important.**

It’s essential to treat people with dignity and respect. As a business owner, I have to choose what to value and prioritize in my business. Yes, [my income and needs are important](https://justincox.com/blog/2022/03/making-money-online-is-overrated/), but I also don’t want to do anything that may harm or hurt a client.

Chewy clearly prioritizes customer wellbeing — they have a budget line for **bereavement flowers*, after all! Banfield, on the other hand, clearly prioritizes profitability. Choosing profitability isn’t wrong — I’m sure Chewy views profits as necessary, too. However, every choice has a consequence. In this case, I **choose* to give my future business to someone other than Banfield.

All of this to say, I miss my dog, and I think customer service is essential. What do you think? Do you have examples of excellent customer service like Chewy? Hit reply and let me know.