What Do Frozen Pears Have to Do With the Customer Experience?

I just arrived home to a driveway full of snow that needed shoveling and a box of pears from my favorite fruit supplier. It's a holiday gift we get every year from a much loved relative. Imagine my joy at seeing that little box beside my door - epecially after a major winter storm and being snowed-in at another location.

Unfortunately, the little box was sitting in a couple inches of snow and there were footprints in the unshoveled driveway. The UPS driver left them beside the door and they are now frozen pears that have been sitting out overnight.

I wish I had thought to take a picture...

Would you leave the box of delicate fruit in a snowbank? In my mind it's an example of poor customer service. Next time I hope they leave them with a neighbor. Maybe the drivers have guidelines to follow, but it didn't make much sense to me.

Another example of customer service - this time excellent - is the staff member at Harry and David who assured me they will send out a replacement box at no charge. Can't wait to get them!

Hope we're here next time to receive delivery.

What experiences of customer service - good or bad - have you noticed lately?