Thursday, July 27, 2017

Dear Madison (Food Place)

I wrote and sent this last night:

26 July 2017

(Food Place),

We have been very good customers for a long time, I know you have access to my orders to see this.  Tonight we placed an order that included the Cookies and Cream ice cream, and we are very disappointed.

Well after enjoying our (Food Place Item) and (Food Place Item), we went to have some of that ice cream. At that time we noticed there was no plastic safety seal and when we opened it we saw several large spoonfuls missing, and it had frost on it like it had since been in the freezer for some time.

When I called to let you know, I was first given the option of a 6 dollar credit or replacement.  I chose the credit.  After a few moments of silence I was told I would be given a 3 dollar credit.  I disagreed.  I was again given the option of replacement so obviously chose it to be redelivered.

A few minutes after that call I missed a call from the same person requesting the one that was delivered be returned.  By now his disbelieving tone was very obvious.  I called back but he deftly didn't care to listen, I gave up, the replacement ice cream was on it's way.

And shortly, the replacement was delivered.  No problems there, the delivery driver was awesome, most all of them are.  He seemed confused about taking the other one back, so I explained.  It was only later I noticed that the replacement ice cream was Chocolate, definitely not the flavor I originally ordered.  Not that they would know, but I do not care for Chocolate ice cream.

In a situation where a mistake or defective product has to be replaced and the replacement is also incorrect, well, that would be gross incompetence or, I suspect, purposeful negligence.  I'm not innocent, we should better inspect what we get on delivery - even though we've found you trustworthy for years.  Our bad.  But your people don't have to be defensive, suspicious and spiteful when their mistakes or tampered products are pointed out.

We love your food and would like to keep it that way.

(They have my contact and account information from the form I completed to send this.)

I was out on my bike today when I received a call.  I pulled over and listened to the message, it was the manager of the food place above.  Several hours later (post coming soon on the time otherwise spent here) I returned his call.   Without going into detail, we have a 20 dollar credit coming and an apology.  The manager may have over-shared when talking to me, and I told him that we totally understood.   An employee 'buys' ice cream but doesn't set it aside so the delivery driver grabs it innocently.  A manager trainee reacts like he shouldn't, then tried to kind of cover his tracks.  I don't want anyone to lose their job, and I told this manager that it was more insulting than offensive.  We are long time customers, and he could see and appreciate that.  So, all's well that ends well.

I had composed this exact feedback to them here before pasting into their corporate contact page.  I was ready to call them out.  My talk with this manager was good and he had gotten this message about my email first thing today, he said.  He was actually nice, even likable, and kissed my ass well.  What it comes down to is we have an apology and a credit toward the next order or two.  I'm happy enough!

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