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It’s when things go wrong that we learn whether or not a company is really a company worth doing business with.  Tom Vander Well of QAQnA shares his experience with Overstock.com which wasn’t very favorable in the beginning.  The Overstock rep played the old Blame Game and did not want to take ownership of the situation - instead, blamed FedEx for the blunder. 

Take Note:  A customer doesn’t care whose fault it is.  The customer wants YOU to take any action necessary to fix the situation.

Anyhow, Overstock’s CEO Patrick Byrne took action right away by posting an apology at Tom’s blog and quickly made sure his order was taken care of.  Read Tom’s follow-up post, Overstock.com Makes it Right, for some great lessons.