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Hi Tom,

The purpose of this email is to confirm my conversation with you regarding EVA, a customer service employee with your company. I had ordered a hernia truss that came thru in the wrong size on the confirmation and had paid for expedited shipping, due to the need to use it this Friday morning - a very recent muscle weakness. Eva listened completely to my story, made sure she had all the information of what happened and what was desired to correct the situation. She doubled checked to be sure the information was accurate. I was then informed she would work to do all she could to resolve the situation and would call me as soon as possible. This Eva accomplished and resolved the situation completely to my satisfaction.

I accept a certain range of positive and negative responses to me by todays business people. I respond when I experience excellent service by personnel and believe that they should be recognized for being exceptionally responsible. Eva was sincere, personal and professional. Her manner of working with me was very mature and came across as being very seasoned as a professional. However, her voice appeared quite young, thus I concluded that Eva has learned as well as intuitively understood a very successful approach with people.

I highly commend Eva for being an exceptional representative of your company. I will without hesitation continue to do business with ActiveForever as well as recommend your company and products to others. I believe employees need to be recognized and rewarded when their service goes beyond what I experience as a "norm." Eva responded to me and performed a service for me that did go well beyond this "norm."

Congratulations for having such an employee as Eva.

I also appreciate whatever part you had in this situation. A supervisor's position includes many skills.

Thank you.

Sincerely,

J. Grant - Southbury, CT

To whom it may concern

I would like to thank you for outstanding customer service. I had been hunting around on the inter net trying to find a product that might help me with night sweats and hot flushes that have been making my life miserable. My apartment A/C does not cool my room enough and I have not had a decent nights sleep in ages, I found one of your products on line and I decided to call the customer service number to learn more about it. I was delighted with the way I was treated by Patricka Fletcher, not only did she give me more information on the product I called about, but she emailed me several other suggestions with the links to examine other items as well.

Patricka also helped me by explaining my Flex Spending could be used to pay for those items with my Dr approval. I contacted my Flex account and my physician and then came back today to order the items. While placing my order I told her about some issues with my back and legs and she suggested yet another of your products that will do exactly what I wanted, so I bought that too.

This has been an extremely easy and effortless transaction. Please pass on the highest compliments to her, she is an asset to your company and I will be a repeat customer because she was willing to listen to my needs and knew the exact products that would benefit me the most. Knowledgeable, caring, competent personal service makes all the difference. I do hope you will recognize her Customer Service skills and product awareness. I am really looking forward to receiving the items I have ordered with the help and information I received from Patricka.

Sincere Thanks

R. Walker

Hello,

I would like to let you know how great Patrika is (not sure how to spell her name). Extremely courteous and very friendly (she has a smile in her tone).

I received my product yesterday and unfortunately it was defective. I called to let your company know and Patrika was fabulous! She really took care of me and made sure that another one was sent right out to me.

I have been in the retail industry for 30 years so I know what great customer service is.

Thank you for a great experience. I will shop with your company again.

Best Regards,

K. Ogden

I am a new customer. I found an item thru the internet to your site. I wasn't sure if the item would work for me. I contacted your customer service department and with in minutes they answered all my questions. You have the BEST customer service department that I have ever seen. I have contacted several other sites and still no response from them. I will be back for more items later. Please keep up the good work.

K. Motes - Smyrna, GA

I just wanted to write and tell you that the service I received from Aaron Serbu and all the other individuals that I spoke with, were some of the most polite, helpful people I have done business with. I wish I would have wrote each persons name down so that they could receive credit, but I want to thank each one of them for their help.

T. Earls - Avenal, CA

Please send me as many catalogs as you can. I work primarily with Parkinson's patients, but also oversee the resource center at the Covenant NeuroScience Institute. We house neuro rehab for the hospital as well as housing the following nonprofit organizations: National MS Association, Epilepsy Association, Parkinson's disease Assoc., Alzheimers Association and soon will be adding the ALS Assoc. We all service large areas in West Texas and Eastern New Mexico, with support groups, etc. Having resources where patients can order medical equipment at discounted prices would be wonderful!

J. Bidwell - Lubbock, TX

Just to let you know, my mother loves her Gel Pro Chef's Mats! She is 80 years old, Italian and loves to cook!She said, "You should get one" then she said, "Wait, you don't like to cook !" She knows me as well as I know her !

Thanks again!

T. Kutch

There's a reason why y'all get such high ratings! Thanks for the great customer service, Krista. That's a rarity, especially around Christmas. Appreciate it! We did get the items just as you promised.

Merry Christmas!

-Susan

Dear Erika,

I just wanted to dash off a quick email to compliment you on your customer service.

i retired from the practice of law in the public sector and now work full time in a floor heating company. most of what i do now is related to marketing and i have done a ton of research on what it means to be customer centric. and i must say, from what i have observed regarding the handling of this issue, your company is the epitome of customer centricity.

thank you for all of your email correspondence and i look forward to trying this product.

Warmly yours,

vickie

You ladies are great. I have told Patricka this in the past, but I mean it, it is a pleasure to do business with professionals who take care of business, but also take time to make it fun. I look forward to the next visit.

Best always.

John

I want to pay my compliments to your company for the excellent customer service that my wife received to day when she called to track an order. She was amazed that she was able to conduct her business in a timely and efficient manner with a young man by the name of Mike. He was able to help her with her problem in a matter of minutes.

Please do not ever outsource you customer service. Because when you have to deal with companies that outsource their customer service it leaves a very bad taste in your mouth.

We have had bad experiences with HP and Charter communications when conducting business. Because of their outsourcing Customer service. Therefore we will not look to purchases HP products in the future. With Charter Communications I have no choice.

Because of you excellent customer service. I will use your company again in the future and also refer other people to your siite.

Thank you James C.

Dear Erika,

Duncan and I can't begin to adequately thank you and your incredible team for all the recent assistance provided to us with regard to his malfunctioning scooter.

Certainly we agree with you that Mary Jo gets special credit - she made it happen - but each of you went so far above and beyond that we are more grateful than you might imagine. And the house is nice and quiet, too!

Active Forever is all it deserves to be, in that you're well-known and highly-regarded throughout the area with good reason: you personify the service ethic...the 'customer always comes first' ethic. Further, there must be a reason we nearly never leave the shop without buying something: there’s always some item that we’ve not yet thought about that we suddenly realize can make Duncan's life easier in small and big ways.

Thank you, thank you, thank you - for running a business you should be immensely proud of, with a staff you should be immensely proud of. We are the very lucky beneficiaries of that.

Warmest regards,

Elaine & Duncan

Dear Ms. Feinberg:

I am writing to tell you of an experience that I had with your company, and in particular, Ms. Householder, within the last 24 hours, that completely changed my view of internet shopping. My mother had an unfortunate accident in her home late Wednesday evening, and broke her arm. Clearly, we were in need of some help in order for her to adequately cope with day to day tasks as simple as getting out of a chair, due to the inability to use her arm. After returning with her from the doctor late Thursday afternoon, I decided to get her some help, and noticed a device, the UpEasy Chair Cushion, that I thought could be of assistance. After reviewing a number of websites, it seemed like your pricing was quite reasonable. I placed my order, and due to the urgency of the need for it, I ordered it via next day shipping. When I called customer service at shop.com, I was told that it was too late to receive it tomorrow. The significant cost of this shipping was never the issue - - it was the immediate need of the item that was of paramount importance. This is when I had the wonderful fortune of dealing with Ms. Householder.

I left a voicemail for her, which she promptly returned. With great sincerity, a true willingness to help, and most importantly - - - the utmost compassion for my mother's situation, she swung into action. She contacted the manufacturer directly, arranged for alternate shipping instructions, called me back, and lo and behold, my mother was in receipt of the device by 10:30 the next morning!!!! All this, simply put, because someone took the time to do something that is so often overlooked - - - - she simply cared. Although we have never met, and our contact was limited to a couple of short phone conversations and e-mails, it is quite reassuring to know that there are Stacy Householders out there. So in the end, some anonymous points and clicks of the mouse turned out to be a true human interest story - - by that I mean one terrific young woman took the time to have some basic human interest in someone that she has never met, that is old enough to be her grandmother. Ms. Feinberg, please be aware of what a great asset Ms. Householder is to your organization. For one family in New Jersey, she redefined what the term "customer service" is all about. For those in need of products you sell, I will never hesitate to recommend www.activeforever.com, and if they run into some trouble, I'll tell them to "just ask for Stacy."

Sincerely,
Marshall Kaplan

I spent the morning riding up and down in my tub - thanks to you. You are truly an angel to have gone so far in making sure I got the BathMaster 2000 control. Thanks a million.

Your very satisfied and grateful customer,
Bernie S.

Perfect! Thanks! Exceptional customer service and you're a pleasure to work with!
Liz

Success Story for LTU 1000 Laser Treatment

• Since '98, after a back injury and a subsequent L5-S1 discectomy, back therapy and epidurals every six months, I suffered from continuous debilitating pain. I was told by a world renowned neurosurgeon that the only option was to fuse my lower three vertebrae. Then I had a total of 3 treatments with the LTU 1000. I am now healthy, ride my bike, walk and hike. No more crutches and most important, my 12-year old daughter has her mom back." K.S. Learn more.

I want to take a moment to say in writing how exceptionally pleasant your customer service is at ActiveForever.com. When I called today, my call was answered promptly with only a few seconds on hold.

I must admit -- having become used to the "interminable hold" that is so often encountered elsewhere, I was prepared to wait a long, long time to speak with a human being, and I didn't believe your recording when it said I would only be on hold a few seconds.
To my very pleasant surprise, it really was only about 5 seconds before Lisa (an actual human being!) fielded my call in the most courteous and competent manner.

When she forwarded my particularly challenging request to you, I found you to be -- like Lisa -- thoroughly familiar with your product line and extraordinarily courteous and helpful. Both of you, really listened to my request, asked just the right questions, and responded in the most pleasant and professional way.

I imagine that many of your customers call when, like me, they are faced with a particularly challenging physical situation either for themselves or for a loved one. After dealing with health agencies, medical bills, and all the snags we face when our bodies fail us, or family members need extensive care, it is an especially welcome experience to call you and hear a truly cheerful, helpful voice.

Please express my thanks to Lisa as well. The two of you truly made my day.

Judith
Blacksburg, VA

For several weeks my family had been after me to get a cane because of some leg problems I have been having that have become quite severe. I cannot get out of a chair by myself now. Since I thought I would have to personally go shopping for it so it could be fitted for my height etc., I put it off. They wanted me to get a quality piece so Osco's would not do. I finally decided to see if I could do it by internet and totally by accident found your site. I ordered it around noon on the 12th and LO AND BEHOLD it was at my door late afternoon on the 13th - the THIRTEENTH! What kind of awesome service is that? AND to top it all off, it is easily adjustable and the quality is 100 times better than I even imagined it could be. In a few short minutes I was up and about and not worried that I would fall down, a feeling I haven't had for some months now. My family is terribly happy as well because they worry about me.

Your customer service AND your products are FABULOUS -!

Sincerely,
Peggy S.

Thanks for the fast shipping, I've already started using the Tens unit on my back and it works great. Thanks a lot!

Sincerely,
Richard

Erika, I’m writing to inform you of the exceptional customer service that I received yesterday from one of your representatives. I believe her name was Sommer. She was a true life saver – I hurt my back the other day and am traveling for work and needed to overnight an order to my hotel. Sommer made sure to follow my order through to the end and really went the extra mile to ensure my order came without problems or delays. Please recognize her for her willingness to help – she must be a great asset to your company!!

Thanks!!!
Rochelle

Thank you sooo much for helping us with the wheelchair.
It is perfect! We're very grateful to have.
Such a wonderful person (Erika) in our lives. Will be sending a card to you very soon. Thank you very much again!

Sincerely,
Daniel and Anne

Just wanted to tell you how pleased we are with the scooter we bought a couple weeks ago. It is exactly what my aunt needed. Her biggest wish was to get to church everyday and now she can. Really important with the heat rapidly approaching - what had been difficult this winter would be impossible this summer for her. We are thrilled and so is she!

Thank you!
Linda

I just came from the Springs and Ben delivered the chair. He was great and the chair looks and feels terrific!! Mom is not coming until Dec. 18th, because the furniture is taking longer than we expected. It appears that the furniture has a few stop overs and will not be here until around the 16th. Anyway, I can not thank you enough for all your help. We appreciate it and I know she will just love it. She won't like the fact that she left Chicago and her condo, but she will like the chair!!!

Thanks again and happy holidays!
Rosann

Dear Shannon--Thanks again for the quality service and answering me so quickly--When I get the catalog, I will order thru you--I worked in Quality Assurance for thirty five years, and it sure helps when I find it in a company such as yours.

Sincerely,
Bob Schell

"I received my button hook today and it works great on my coat. I was impressed to see theres a smaller hook on the opposite end. Thanks again or your help."

Joanna T.

"I would like to offer my strongest commendation for your Customer Service Counselor, Shannon McPartlin.

Last week, my younger sister suffered a very serious accident, fracturing both her sternum and her T-4 vertebra, and resulting in her being confined to a hospital bed in her home, essentially immobile, for the next 2 months or so. Naturally, no one in my family had ever considered such an eventuality and none of us is at all knowledgeable as to the products that are available that might make her convalescence a little easier. So I took it upon myself to do some searching for information and found your company on the web. When I called the Customer Service number with questions and a plea for some guidance and ideas, I was lucky enough to get Shannon on the phone.

During our very pleasant conversation, she was most helpful. She reminded me a couple of times that she was relatively new to the position, but that didn’t prevent her from providing me with some very useful information. However, what really differentiated her assistance is that she took it upon herself to do additional investigation later in the day, after our phone call was complete, and then she typed up a letter with the information she’d found and sent it to me today via e-mail.

I consider this type of initiative and service to be well “above and beyond the call,” and it certainly reflects well on your company. Shannon may be new, but I expect that she’ll be with you a longtime, if my experience yesterday is any indication. She is a real credit to herself and to your company, and I am very grateful for her kind and friendly assistance in an area with which I was totally unfamiliar. Please extend to her the appreciation of me and my family."

Sincerely,

Dixon G.
Austin, Texas

"Hi! I received your package on time last friday. Boy it really makes a big difference now that I use your products. They work perfectly. would also like to compliment you on your good, efficient, courteous, personalized and prompt service. Thanks again, you guys make a difference!"

ANA

"Thank you very much for you prompt and cordial reply. While it is unfortunate that the shoehorn was damaged, it provided an opportunity to experience your excellent and valued Customer Service. I will remember how graciously you have responded and recommend Independent Living Products to my family, friends and aquaintances."

Sincerely,

N. Valdes

"...I am thrilled with the mirror I got, too. We found you by doing a search for the mirror that I'd used in a hotel and had written down the manufacturer. I was really interested in your website, both for us and for my aging parents who could use some of your products. We will be back! Thanks."

Cathy P.

"Just wanted to thank you for your prompt delivery. I'll recommend you to all of my friends."

Fraser G.
London, Ontario, Canada

Subject: Big Eye Mirror
"Hi, just a note to tell you that I received my mirror yesterday and I am so pleased with it. I will be recomending it to all my friends and I will more than likely be ordering some as Christmas gifts. Thank You."

Karen C.

"Dear Erika:

I just want to compliment you on the professionalism of one of your staff members. My Mom inadvertently returned some merchandise from another company to you. Your staff personally called me and we arranged to have it returned appropriately. Larry F. was extremely helpful and displayed a genuine concern in the matter; he is a real asset to your company!"

Janie D.

"Thank you for your prompt service. I received the Isotoner gloves and they are just what the doctor ordered."

Doug B.
Menlo Park, CA

Re: order #38730.

"I received my order today and am very happy with the item I ordered and the speed with which it came. Thanks for the excellent service!"

Cheryl S.
Orleans Ontario Canada

"Thanks for being so helpful! Priority mail is perfect. I will recommend your company and products whenever possible!"

Tom S.
San Diego, California

"Thank you very much! My mother was so excited when I told her she would be receiving the garden tools. She loves to garden, but is challenged with hand-grasping the tools. Besides, her tools are very well used! I enjoyed viewing your Internet site. I am a nurse and will inform people of this site. I feel you are performing a wonderful service.I appreciated all your assistance. Not often do people actually help you any longer!!"

Thanks, Erica E.

"Thank for your integrity on recalling the card shuffler instead of just selling it despite it's bad quality. I have bookmarked your site because of this and hope I can use it in the future. It is hard to trust people on-line.Good to know you have some sense of accountability."

Sincerely
Bunny O.

"Customer Service:Thank you for your update and prompt service. I look forward to receiving it."

Mark

"When I got home last night, there was the package from you. Thanks so much for the speedy delivery and great service! I've had good and not-so-good experiences with on-line ordering. Yours has been one of the best! Thank you."

Dorothy Z.

"Book holders arrived Sat AM - very impressive service."

Sheila M.

"I received the button hooks today--3 days after I placed my order. The button hook is exactly as advertised, and my uncle and mother will be thrilled to receive it!Thank you so very much for your excellent service!"

Sandi B.
Sunnyvale, California

"Many thanks for your help with this order. I plan to re-visit your site and will tell others about it."

Alice M.
Bethesda, MD

"Thanks again for your help. Mother received it yesterday, and is very happy with it."

Alice M.
Bethesda, MD

"Great turnaround time. Thanks!"

Lance T.
Sparta, NJ

"Dear Aldean: Thank you so much for your quick response with information on (lighted magna-lite reader) bulbs. Your help is very much appreciated."

Cheryl G.

"Thank you very much for all the effort. I think that just for that alone, I will make the purchase, so I will get on-line shortly and process my purchase.I wish every site was as thoughtful and helpful as you have been. All the best."

Aharon M.

"You have a great web page!"

Elaine H.

"The playing cards I ordered arrived today. I was surprised at the fast service I received. Thank you so much! My 93 year old mother-in-law loves to play cards and she is losing her eyesight. I am sure this will make her happy.
Thanks again. A very satisfied customer."

Wende L.