Posts filed under ‘Best Dang Games Information’

Working With World-Class Customer Service

What’s more valuable to you? Price or service? Would you pay a few more bucks for the same product if you knew it was backed by quality service?

We had an experience recently that spotlighted the benefits of working with a high-quality company that believes in customer service and in the end, doing what was right for the customer.

Here is what happened.

In late June, we had a customer pick up our Arkham Horror bundle – almost $200 in games. This is not a small order. They get the package and showed their game group – the game group says “not interested – don’t like the theme”.  So, this customer calls me up and tells me this story. He starts asking me about a series of other games he wants to get and that he is going to trade or sell off the Arkham bundle. I told him to send it back to us and we would provide him the 125% money back guarantee.  The experience of gaming is what we sell, and I wanted him to have a positive gaming experience. The games had not even been opened, so I assumed I could just restock them into inventory. They are popular enough that I was not concerned.

So, he ships them back to us – but he shipped them to Amazon because some of the products in the bundle were originally shipped to him from there, while the rest was shipped from a supplier – rather than shipping them back to our posted address.

I was unaware this had occured, until it had already happened and Amazon had received the package. Mind you, we had already sent him replacement games. So, we were out the Arkham bundle, the replacement games, AND the multiple shipping costs – this was to the tune of about $400 now.

Amazon was confused and considered it a “problem package” and tossed it to the side – possibly never to be seen again.

I went back and forth with Support to see what we could do. No dice. Just the runaround.

We finally got a supervisor involved. Immediately they waved the Terms of Service at me and said it was shipped incorrectly and they were not responsible for any of the package – even though some of the games in the package originally shipped from them. They also claimed it was impossible to find the box – but the box had my name on it and my business name on it. We even had tracking numbers to work from. The fact was that if Amazon did the “right thing” rather than what the Terms of Service said, they were certainly not going to take a ding on the bottom line. But, it vastly affected MY bottom line.

Essentially I told the supervisor that his company needed to step up and do the right thing – refund the cost of the lost products, find the box and put those games back into my inventory so they could be  resold, or ship the box to me and let me ship them back to Amazon correctly so they can go into inventory. Blah blah blah and it seemed like they might be destined to let this just go away – even though we were only talking about $146.00, as compared to some of their larger customers.

Last week (now September), I got an e-mail from them saying they were going to credit my account for the games. Then, this week, I see $146 credited to my account at Amazon.

NICE JOB AMAZON! TWO THUMBS UP FOR TAKING CARE OF YOUR CUSTOMER (no matter what the Terms of Service says). They treated me correctly!

I point this out becasue it is important which retailers you choose to buy from and unfortunately you don’t always know the good ones until you have a problem. That is whenthey shine or it fall on their face – when you actually care.

This is why we work with Amazon. They are the best at being an alternate sales channel and at fullfilment of customer’s orders. Are they the easiest to work with? No, there is a lot of labor that goes into shipping the games up to them. But, when we needed them, they were there.

Best Dang Games could be like the other companies. We could just put a picture of a box up on the site and sell it. You receive the package and everyone’s happy. But that’s not what we do. We sell the experience of the gaming hobby and introduce  you to the community. When we actually interact with you, as a customer, we do our best to remember you – especially if you are a returning customer.

We typically offer more information about the games you are buying, we offer you videos that show you how the game works, we provide player aids and links to the online rules, if they are available. We offer this blog you are reading and we offer news and updates via Twitter. 

We do this because you are buying more than a box. You are buying an advocate and a partner that wants to see you enjoy EVERY game you get from us. That’s why we don’t have the massive catalog of games other stores promote. We carry the BEST games. We have played most of the games we promote on our site.   We have turned away games from the site because we did not believe they qualified as a “best dang game”. This helps you sift through the mass of games that are available and allows you to focus your purchasing dollars on the good stuff. You don’t have to TRY something and if you don’t like it, trade it off. Technically, you don’t even have to do a ton of time-consuming research to compare this game to that game. We’ve done that for you. Our catalog is a “best of breed” catalog.

We have actually had people say “What’s wrong? You can’t compete on price, so you throw out the “quality service” tag line!”. I am sorry, but I think these people have missed the boat. Sure, WalMart may have the best prices, but when it comes to service, Costco has them beat – and people pay a membership to shop there.

The fact is this: Every online board game retailer is selling the same boxes. They are not all selling the same experience. What experience do you want?

Best Dang Games beleives we are giving you the best service and shopping experience available in the hobby gaming market and we hope you agree that service and caring about you, our customers, is more important to you than $1.00 or $3.00 on a game.

If you have had any experiences with us or other retailers that spotlight what we are saying (positive or negative) share them with everyone here as a comment on this article. We would love to see if we are off base on this or if more companies need to care about their customers first.

September 18, 2009 at 3:09 am 2 comments

Are You Coming to GenCon 2009?

If you plan to be there, don’t forget to look for Best Dang Games! We will be wandering the floor enjoying the event. However, we want to meet you!

If you see us, come up and say hello. We will have BDG shirts on with our logo.

If you give us your e-mail address for our mailing list, we will share a 20% coupon with everyone that signs up at GenCon. How sweet is that?

But wait, there’s more! By getting on our mailing list, you automatically qualify for the 10% off coupon all registrants get. Yes, 20% off one order and 10% off a second order.

But wait, we aren’t done yet! We will also have a drawing from the registered names. FOUR lucky gamers will get their pick of a game that is $50 or less (including shipping) for FREE! Yes, FREE!

So, is it worth your effort to say hello?
1) Free newsletter
2) 20% off one order
3) 10% off a second order
4) Potential to win one of four games (your choice under $50 with shipping)

Happy Gaming and we hope to see you at GenCon!

August 11, 2009 at 1:49 am 1 comment

New Race For The Galaxy Card Game Expansion Videos Posted

Cory Duplantis has hooked us up again with some more review and overview videos. We focused on Race For The Galaxy again, but this time, we dove into the two expansions, The Gathering Storm and Rebel Vs. Imperium.

If you are curious about this game, hopefully these will help you get a better feel for them.

August 7, 2009 at 3:17 am Leave a comment

New Race For The Galaxy Card Game Video Posted

We have the first in a multi-video series posted about the Rio Grande Games card game, Race For The Galaxy.

This game is an advanced version of Puerto Rico and San Juan, but with a science-fiction theme.

In this first video, of three, Cory Duplantis introduces the concepts of the game and how the basic flow of the game works.

July 29, 2009 at 2:48 am 1 comment

New Catan Card Game Video Posted

If you like Settlers of Catan, Card Games, and portability, you should check this video out. Cory Duplantis provides you with an overview of how to play the game, as well as a bit of strategy and a review.

Enjoy!

July 29, 2009 at 2:40 am Leave a comment

New Munchkin Quest Board Game Video Posted

Around the holiday season, we put together a video showing you the basics of the card game Munchkin, as well as showing you how to play Munchkin.

In that video, we introduced a new board game – Munchkin Quest.

Here is our new video that introduces you to this game based on the Munchkin card game.

Don’t forget, there is also an expansion to Munchkin Quest! Munchkin Quest 2 – Looking for Trouble.

June 10, 2009 at 2:03 am 2 comments

Two New Settlers of Catan Expansion Videos

We posted a two-part video series for Settlers of Catan. It came to our attention that there were several videos about Settlers of Catan, but none that really showed you what was in the boxes of the expansions or how the expansions help enhance the game. One of the expansions has scenarios, another has campaigns & variants, while the third actually alters the standard gameplay of Settlers of Catan.

Here is Part 1. In it, Barry introduces Catan: Seafarers and Catan: Cities & Knights.

Here is Part 2. In it, Barry introduces Catan: Traders & Barbarians and the 5-6 Player extensions.

May 20, 2009 at 4:01 am Leave a comment

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Best Dang Games

  • RT @SunburstOrlando: Mention this post today at The Sunburst Convention and get half priced tickets to our showcase....only $10. 12:30m ... 4 years ago
  • Played Jambo for the first time on Saturday. Great fun for a 2 player Euro style game. 7 years ago
  • Descent Sea Of Blood board game on sale for only $38.99! BestDangGames.com 7 years ago
  • Free shipping over $100 is back on most board games! Check out our selection today. BestDangGames.com 7 years ago
  • Fresco and Samarkand now in stock. BestDangGames.com 7 years ago
  • @snicholson Congrats and best of luck! 7 years ago
  • New game request feature and video center with all of our YouTube video now available directly on the website. 7 years ago
  • New board games re-stock including Cosmic Incursion, Runewars, and more. http://www.BestDangGames.com 7 years ago
  • @scitadel Good luck at the Con! Let us know what it turns out... 7 years ago
  • @scitadel I agree. More than likely, more board games will move online. Pogo and some others I won't mention are proof to that. 7 years ago