Customer Service According to Staples.com, Part II.

[kuangning]

It's only fair to state that I received an apology (and an explanation) from them today. And that does go a long way. Not enough to make me purchase anything from them again, but I suppose it's reassuring that they will respond to persistence.

From: "Staples.com" <support@orders.staples.com>


We appreciate your inquiry concerning this issue, C.

To begin with, I would like to apologize for any inconveniences that
you have experienced with our
customer service. Staples.com strives to exceed our customers'
expectations by providing the
highest level of customer service everyday.

Unfortunately, we did not meet our own standards in this situation.
Please accept our sincerest
apologies and a $20.00 courtesy gift certificate, which will be sent to
you via mail and should
arrive in approximately two weeks.

I would like to personally apologize for the delays and problems which
arose on your order. I can
assure you that the service you received is not indicative of the
typical ordering experience with
Staples, and certainly is not something we would like to see repeated.
Unfortunately, the exchange
offered for September 3, 2002 would have been the soonest possible day
due to the long weekend
holiday.

We greatly value your feedback and comments and hope to continue our
business relationship with you
in the future. Please don't hesitate to contact us if we can be of
further assistance.

Thank you for your patience concerning this matter.

Sean
Staples.com Customer Support Representative

Comments

[ly2me.livejournal.com]

If you actually get your $20 gift certificate, will you use it? :>

Re:

[kuangning]

No, I will not. I will probably pass it on to someone who will.

[mopalia.livejournal.com]

That's a good idea - I never want to use those certificates - the ones that are sent to win you back - but giving it away is a good solution. Give it to a teacher so s/he can get something for the classroom - I know we just spent a fortune on notesbooks, beacuse our students are too poor to buy them. (I don't mean you should send it to me! give it to a local school!)

Re:

[kuangning]

That's it exactly. It comes with the very annoying message, "we know what it takes to make you feel ALL BETTER about this, and we know your patronage can be bought. You say you won't shop with us again, but will you do it for a bribe? We bet you will!"

[i.livejournal.com]

did the cds come?

Re:

[kuangning]

They haven't yet, no. I'm thinking they'll probably arrive tomorrow. Belated birthday greetings; I've gotten very bad about keeping up with them. *hugs.*

Re:

[i.livejournal.com]

i hope they didn't get sent back to me again!

and thank you :)

Re:

[kuangning]

I've had a lot of mail come through, so I doubt they've been returned. :) I'm glad your birthday was nice, though. :)

[kuangning]

They arrived. :) Thank you. :)

Re:

[i.livejournal.com]

yay! did they play ok?

Re:

[kuangning]

They certainly did. :) They haven't -stopped- playing since I woke up and found they'd arrived. :)

Re:

[i.livejournal.com]

great!