Customer Service Email Address: Respond or Don’t Post One

Here is a little free advice from all of us consumers out here – If you don’t plan on replying to emails, don’t post an email address.

I correspond with a ton of gear makers and sellers on a daily basis. Some of this is accomplished on the phone, but most is accomplished via email. Like many people with money to spend, I work a normal work week which happens to take place during normal business hours. My work hours are basically the same as many retailers business hours so I can’t always place a phone call and email is very convenient. I suspect this is true for a lot of people.

There are few things that are a bigger turn off to a potential customer than sending an email to an email address like or only to find that they never receive a response. This certainly can’t be considered providing customer service or info. It is the very definition of a blown first impression.

I understand what it is like to be buried in email. I understand that it may take a few days to respond. However, if you aren’t going to respond at all, just remove your email address from your website or delete your contact form. You will save us all a lot of time.

The good news is that most gear makers and retailers in the industry are great about returning emails. Everyone of the advertisers you see on the right side of your screen are happy to answer questions and generally respond very quickly. Many of them even answer emails long into the night.

So again, if you won’t respond to emails, don’t publish your email address. I would rather not waste my time and the lack of an email address will be a great clue about your lack of customer service.

5 Responses to Customer Service Email Address: Respond or Don’t Post One

  1. Jordan July 20, 2012 at 12:25 #

    Well said, Matt!

  2. Drew July 20, 2012 at 12:42 #

    I know what you mean, and have had this happen more than once with some of the larger operations. However, I have found that some of the smaller businesses, usually have great response times. I recently had great experiences with G-Code and HSGI customer service reps, both of which responded within 24hrs or less.

  3. Alien July 21, 2012 at 03:47 #

    I find contacting sellers via email a useful litmus test: If I don’t get a response within 48 hours I spend my money elsewhere, because if they can’t respond when they’re trying to get my business it’s a sure bet I’ll never get a response after they’ve cashed my check.

  4. David July 21, 2012 at 14:56 #

    Yesterday I emailed FrogLube customer service and received a reply within 3 hours.

    I just started using FrogLube on my G19, it looks like a winning product. Not only are they producing an innovative product-a CLP that is edible! they also are extremely responsive to their customers.

  5. Neil June 4, 2013 at 11:05 #

    Building an AR-15 over the last few months this proven true time and again. Not only are email replies required. They must also be courteous and helpful. I have examples of both good and bad email replies if you would like them.

Powered by WordPress. Designed by Woo Themes