Customer Service: Scott Toilet Paper (Kimberly Clark Company)

Scott Toilet Paper (Kimberly Clark Company) Customer Service Review

What’s your favorite type of toilet paper? Do you go the cheapest route or the plushest?

I usually pick up Quilted Northern Ultra Plush (the one in the purple packaging), but I am open to suggestions.

Unless, of course, that suggestion is the Scott Extra Soft toilet paper in the deceptively similarly purple packaging. Scott’s Toilet paper is 1 ply whereas the Quilted Northern is 3 ply. Scott’s toilet paper tore easily and couldn’t even hold up to the occasional blowing-of-the-nose. Lame. And of course I bought a huge pack. Why did I do this, you ask? Because I reached that dreaded moment when you realize you have NO MORE TOILET PAPER IN THE HOUSE. I run to the local drugstore and they are all out of my usual TP. Tragic. But next to the empty shelf space of my beloved toilet tissue was a similarly packaged competitor so I, like a naive fool, assumed they were parallel products and bought it. And I bought a big pack because I hate buying toilet paper. It always seems to cost so much for what it is and what you do with it.... LOL

At any rate, I wrote to the company via their website just to give them some feedback about my experience with the paper being rough (especially since it’s called “Extra Soft” and not holding up well in use. The very next day I received the following email:

6 days after that email I received the following letter and coupon from the company.

I appreciate that the company suggested an alternative that I may like and then provided me a coupon to try (possibly) the product they suggested. The Customer Service rep clearly understood what exactly dissatisfied me with the product to be able to recommend to meCottonelle Ultra Comfortcare as something that I may like instead. Granted, the coupon they sent is for $4 and I spent at least $10 on the jumbo pack of the junk paper that I originally got, but hey I am still happy!

I think this is good customer service. A prompt email response with a suggested alternative coupled with a timely follow up note and coupon. I will not buy theScott toilet paper again (I have vowed this before, but was suckered in by the claims of softness), but I will continue to buy other products produced by the Kimberly Clark parent company!

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Customer Service Series Explanation:

he market for almost any product today is very competitive and to me customer service is what really stands out and makes me want to be a loyal customer of any given brand, service, or company that fits my current needs and budget. That being said, periodically when I reach out to companies, I would like to share my experience with their customer service in case it helps protect you from a bad situation or gives you confidence to make a necessary purchase knowing the company really backs their product or service. Click here to see more in the Customer Service Series.

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