For my birthday a couple of weeks ago, my lovely girlfriend gave me a pair of beautiful Glencairn Whiskey glasses. I turned 19 years old, the legal drinking age in the province of Ontario where I attend college at the University of Windsor. After hearing me discuss the glasses more than a few times passingly over a number of months, my girlfriend no doubt got sick of hearing about the glasses and decided to give me some. A touching and sweet gift from a dearly loved one, when I opened her gift and saw the two crisp cardboard Glencairn boxes, I was overjoyed. I opened one of the boxes and lifted out the glass to inspect it. It was just how it appeared in the whiskey review videos and Instagram feeds around the internet. At last, I could begin my journey as a "serious" whiskey drinker now that I had the proper tools. I went on celebrating my birthday with my girlfriend and my family, and we all had a wonderful time. It wasn't until the next day that I had a chance to open the other box and check out the glass inside. My heart sank as I lifted the glass out and discovered it to have a major blemish on its side.
It is somewhat difficult to describe without a picture, but the glass seems to have a deep groove in the side that can be felt clearly by running a finger along the inside of the glass. There are no sharp edges on the groove which leads me to think it was a simple defect of the manufacturing stage, maybe an accident that occurred while the glass was still soft. nonetheless, this was an issue that I knew would affect my enjoyment of the glass, even if it was nothing more than a cosmetic factor. After a quick Google search, I couldn't find anyone who had had a similar experience with the glass. Everything I had heard about the Glencairn Glass company from whiskey personalities around the internet has led me to believe that Glencairn is a business that cares deeply about what they do. After all, the Glencairn whiskey glass was invented by lovers of scotch whiskey and the people who make the glass are all passionate whiskey drinkers themselves.
With this in mind, I set out to write an email to Glencairn's customer service department. Below is the email I sent:
To whom it may concern,
For my birthday (July 2nd) my girlfriend got me a pair of your beautiful glasses. One is stunningly made and looks beautiful but unfortunately the other seems to have a defect that appears to have occurred during manufacturing. I will include pictures as attachments to this email, but it seems to be a cut or streak in the glass; an indent without sharp edges. Needless to say it is quite large as can be seen in the pictures and takes away from the glass experience.
The other glass is beautiful and I intend to make good use of it! I wanted to bring this to your attention and see if there was something you kind people could do.
It is always a little difficult to know how good a given business is at customer service. Some businesses will brush off issues with their own products and blame it on shipping damages or other factors that are supposedly beyond their control. Other businesses (Glencairn being one of them, I am happy to report) own up to mistakes made in the manufacturing of their products and do everything they can to make it right. I was careful not to assign blame in my email. First of all, it is an easy thing to do to let a rare manufacturing mishap go by unnoticed before packing the glasses into their boxes, particularly at the volume Glencairn must produce to keep up with demand. Second, the glass defect is certainly not the fault of those answering emails in customer service.
In less than 24 hours I got a response saying that they would like to send me a replacement glass and asked for my shipping information.
Within only a week, I received a package in the mail all the way from the United Kingdom containing not one, but two Glencairn glasses carefully packed in a box full of packing peanuts. I can't remember a time when I've been more impressed by a company's customer service and willingness to make things right when customers aren't satisfied.
Needless to say, Glencairn has made a loyal lifelong customer. Their customer service and amazing products have proven that they truly do care about what they do and the people they do it for.