Brooks Customer Service

It’s not often that you hear about great customer service, but I recently encounter some so here goes.

As I alluded in my post about chafing, I developed a rather uncomfortable injury during the Mountain Masochist 50 this past Saturday and it took merely a moment’s reflection to determine that the liner of my shorts played a significant role in this problem. As these shorts, the Brooks Element short, are far and away favorite shorts (in fact, they are the only shorts I’ve worn since buying my first pair a year ago), I decided to write Brooks to inform them of this rare, but seriously unfortunate problem than one of their products could cause.

Brooks Element men’s short in London colors

Not wanting to describe this problem to an anonymous stranger, I emailed the customer service address found on the Brooks website informing them that the Element short contributed to an embarrassing problem and that I would like to directly contact someone in the apparel design department. Less than 8 hours later I had an email from the running apparel product manager. He informed me that not only had Brooks resigned the liner of the Element short based on similar customer feedback, but that Brooks would send me a pair of the redesigned shorts! Sweet! (It appears that Brooks also modified the cut of the Element.)

Well done, Brooks. Thanks for the great customer experience and working to make a better product.

There are 4 comments

  1. KC

    Now that's customer service. I've never worn their shoes, but have always thought their apparel was top quality. Another great reason to buy Brooks. I hope you have more success with the redesigned shorts. Um…ouch.

  2. Trail Goat

    I'm keeping my fingers crossed with the new shorts. I'm really tempted to try them out tomorrow, but am going to stick to the time tested rule don't try anything new in a race. Given how chilly it's going to be in Massachusetts tomorrow, I might end up in tights anyway.

  3. olga

    Wow, may be I can email all of my long sleeve shirts providers and get new outfit for the winter from them? That'd be cool! Way to go on it, man! As for outlook – yeah, I am not sold either, i just said it's new:) It is readable, but lost authentity (I am sure I spelled wrong).

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