Should I take them up on this?

[jmc_in_disney]

Hi, I know I'm relatively new here, but I'm a little embarrassed by something that happened and I wanted to ask your advice. (sorry this is long!!)

Two or three weeks ago I bought my 4 pack of cricut carts, with Paper Dolls (when it was $161.99). My friend Karen went to get it, but they were out, so they gave her a raincheck. She called them the following Tuesday and they said they didn't have it yet. So, that Friday, I was in AC Moore (right when they opened) and I happened to see a woman who works there with a big shopping cart with stuff in it that she was putting away. Sitting right on top was the 4 pack of carts. So, I went up to her and said "Do you know if that's the only one you have, or do you have more?" She snapped that it was the only one. So, I quickly called my friend and told her that - she got upset as they still hadn't called her about her raincheck, when obviously, they'd gotten them in. So, I went back to the woman and explained that my friend had a raincheck for them but no one had called her. I then started to ask if she could hold it for her, as she'd be in soon to get them. Before I could finish, she said "I'll be right back!". As she walked away, she said to a co-worker "It's going to be one of those freaking days! The customers are starting already with their demands!" Well, I was a little floored - I wasn't trying to be pushy, but I was trying to get my friend her 4 pack! I couldn't believe she said that right within ear shot of me!

She then came back and handed me the 4 pack and my friends raincheck. I then had to say "I'm sorry, I was trying to say that my friend doesn't want me to buy them for her, she'll be in soon. She just wanted me to make sure you'll hold them for her. The woman got really upset, said "they'll be at customer service" and walked away.

I left there feeling a little ticked off about hearing her complain about me. And, I happen to be one of those that will write someone regarding bad serivce, just as I will write about excellent service. In this case, I was ticked off enough to write AC Moore an email (though, I didn't use the woman's name). Because it's basically just on a comments section of their site, I never expected an answer, but I felt better for having written it down!

Well, lo and behold, I got an email from the district manager today that said "First, I would like to apologize for the attitude you received from one of our team members while shopping at our store. A.C.Moore was built on a foundation of excellent customer service and actions like this will not be tolerated in any of our stores. Kyle Baker is the (realitively new) General Manager in that store. He and I know we have some existing issues in the store and we are working to have them all corrected as soon as possible. I understand and admire the passion in which most scrapbookers pursue their hobby. I would like to offer you the "Cricut cartridge of your choice" as a token of apology."

Well, I was floored by his response! To me, an offer of a free cart is above and beyond what I was expecting (well, especially since I wasn't expecting anything!) So, now I'm kind of embarrassed about having complained in the first place, and I'm not sure if I should take them up on the offer - I just feel like I made a big deal out of small thing and this is more than what the situation called for.

So, what would you do? Would you take them up on the offer? I don't want it to appear that I was looking for something like this, because I wasn't - I was really just venting. Now I feel a little stupid and part of me thinks I should just say "thanks for the generous offer, but it's really not necessary, though I'm happy to hear that you are working on the customer service issues within that store".....

Any thoughts?? I know it seems silly, but I really feel embarrassed about all of this now....

 

[Faerie]

Take the offer! I'd be running back to the store! And I'd continue to shop there, knowing they value their customers that much

 

[PrincessNancy96]

Take the offer.. First, she was totally wrong for acting that way.. That is the reason customer service has such a bad reputation right now.. me, as fumed as I was reading your post by her actions (NOT yours or your friends, because I would also suggest your friend send an email complaining about the fact that she got a rain check and they NEVER called) I would have given them her name..

Don't regret sending the email..because if it weren't for the ones of us that will make them aware of issues.. things would never get changed....

So, what cart are you leaning towards?

 

[jmc_in_disney]

So, what cart are you leaning towards?

This made me laugh! While a part of me feels guilty about accepting the offer, another part of me has been thinking "hmmmm....which cart would I want??"

I currently have both Disney carts, Making the Grade, Opposites Attract, Paper Dolls, Zooballo, Jasmine, Printing 101, Animal Kingdom and of course, George and Basic shapes. So, there's too many options for me as well!

 

[Kim1964]

I'd take the cartridge in a New York minute, especially since you know you wrote the letter WITHOUT the "trying to get something for nothing" motivation.

 

[PrincessNancy96]

I'd take the cartridge in a New York minute, especially since you know you wrote the letter WITHOUT the "trying to get something for nothing" motivation.

That is exactly what I wanted to say but couldn't get it into words!!!

 

[AlexWyattMommy]

Take the cart.
If you feel bad later, then sell it and send the proceeds to charity.

 

[Minnie&Mickey]

Boy, a post like this makes me really think I should call Acura and tell them about the awful service we got on Monday from the people on the sales floor (needless to say we didn't purchase a car that day)...think they would give me a free car???

If I were you, I would go ahead and take the free cartridge. They obviously know that there are issues with some of their staff, and complaints like yours will help them to address those issues. So which cartridge do you think you will get???

 

[BernardandMissBianca]

Honestly I would not take the cart. yes ladies and gents pick your jaws up off the floor.
I would reply with something like this:
Thank you so much for your generous offer however I am not looking for compensation I just wanted you to be aware of the lack of customer service of this individual (and yes I would say her name, she needs to be written up). I really enjoy shopping in your store and would love to be a repeat customer but being treated poorly by your staff will force me to shop else where. I hope that your General Manager and the Regional office will be able to correct the staffing problems soon.

Thank you for your time,

XXXXX

 

[BernardandMissBianca]

forgot to add that most places offer free stuff to get rid of you and make you happy. Whose going to balk at a free $90 cart?!? But it is more the principal of the matter.

My issue is that we live in a society today that people feel they have the right to treat customers like crap and they are more worthy than the job they have. If we don't stand up and say we want better service then we will not get it. As long as you didn't come in all snarky about your friend not being called then you did not deserve her attitude.

 

[TPCShauna]

Honestly, I wouldn't take the cart either. I am also a complimenter/complainer. I go out of my way to tell someone when I receive great customer service and when I receive bad customer service. I have been offered free this, that or the other in both instances but I won't take it because I just want the company to know.

Now, on the other hand, there have been times when I've declined the freebie and received it anyway because the company will send me a gift card or comp my meal anyway, etc. but I don't think that is my fault. I tell them when they originally offer that I am not complimenting/complaining to get anything, just to let them know. If they continue to insist, send something on their own or comp something on their, that is their thing and I've already made it clear that I am not expecting it.

I would let them know that I appreciate the offer but that receiving a free item was not my intention and I would politely decline. If they press you further, then feel free to accept if you are so inclined.

Just my $0.02.

 

[AlexWyattMommy]

Both Shauna & BAMB have valid reasons for not accepting the cart.

I'm just a cart junkie and would take my fix anyway legal.

So it comes down to what you feel is the right thing to do in your situation.

 

[happycampers]

I understand your uncomfortable feeling in this situation.

Did the e-mail response include a coupon for a free cart? Or are you expected to go into the store and ask for it? "Hey, you were rude to me so hand over my free cartridge."

If I was sent a coupon or gift card, I would probably do it. That would be more inconspicuous. If I had to go in and ask for it, I'd feel a bit uncomfortable.

Let us know how things go.

 

[jmc_in_disney]

I understand your uncomfortable feeling in this situation.

Did the e-mail response include a coupon for a free cart? Or are you expected to go into the store and ask for it? "Hey, you were rude to me so hand over my free cartridge."

If I was sent a coupon or gift card, I would probably do it. That would be more inconspicuous. If I had to go in and ask for it, I'd feel a bit uncomfortable.

Let us know how things go.

He offered to mail it to me or to meet me at the store, where he would give it to me.


Thanks so much for your input, everyone. I still haven't made up my mind as to what to do - my husband and friend tell me to take it, but I think conscience would eat at me. But I'll sleep on it and decide tomorrow!

Thanks again!

 

[piratesmate]

While I understand how you feel, you really shouldn't feel like you're somehow taking advantage of the situation! You reported a situation and did not ask for compensation. Plain & simple.

Look at it this way....

The district manager is concerned about the reputation of his store...and he should be with workers like that! He wants to make sure you continue to have a good feeling about his store & continue to shop there...and not avoid the store & potentially cost him other customers aka your friends.

To be honest, I don't know if I'd accept it - although I'd be really tempted to do so. What I actually might do (if it were me) is go ahead & arrange to meet him at the store, then tell him that I was just concerned about the poor treatment I'd received & that I didn't need compensation for my inconvenience. Just knowing he cared & receiving his assurance that he was handling the situation is enough for me, although I appreciate the offer of the free cart. THEN if he kind of insisted that I take it, I would.

 

[TPCShauna]

To be honest, I don't know if I'd accept it - although I'd be really tempted to do so. What I actually might do (if it were me) is go ahead & arrange to meet him at the store, then tell him that I was just concerned about the poor treatment I'd received & that I didn't need compensation for my inconvenience. Just knowing he cared & receiving his assurance that he was handling the situation is enough for me, although I appreciate the offer of the free cart. THEN if he kind of insisted that I take it, I would.

Well said, Deb. This would be my course of action as well.

 

[Honeybehr1]

I would be in the minority on this one and would pass on the cartridge. Since your intention was to bring the incident to the managers attention and have him rectify it - and that was done, than your email served its purpose.

 

[jmc_in_disney]

Thanks again for all the advice! I also took into consideration my husband, who felt this guy was making a nice gesture and by declining, I would appear ungrateful and he basically said "you don't want him to have to beg you to take it"....so, this was my response to him.....


It took me a few hours to respond to your email as, to be honest, I didn't really expect to get a response - so, your understanding email and very generous offer left me speechless - and a little embarrassed. I was very upset that day - I know retail is a very tough business, as is any position that deals directly with the public. But, I was shocked to hear this person make a comment about me, when I was only a few feet away, when I only asked her a question. So, I went to the website to vent - never really expecting it to go anywhere, but feeling better that I got it off my chest.

While your offer is, again, very generous, I feel the fact that you took the time to write to me, explain the situation with store and the improvements being made, and apologize on behalf of the store, more than makes up for what happened that day. I never expected you to offer me anything, let alone a Cricut cartridge and I'm not really sure that the situation warrants such a nice gesture. Just knowing you are aware of the customer service issues means my email served it's purpose. But, I also don't want to appear ungrateful - so, while I don't feel it's necessary for you to do anything at all, as you've already done more than expected, should you wish to still send me one, I have listed my address below for you to send me one of your choice - if it's something I have, I'd be happy to pass it on to a friend in need. But again, it is not necessary as the way that you handled this has meant a lot to me and has made me willing to give ACMoore another chance in the future. I thank you for your time and your response to my email.

So, I sent that about 10 pm - I got his response at 8 am:

Dear Jennifer
Thank you for understanding the situations that we're working through in that store. I promise you that you will see an improved shopping experience in that store going forward. I will have the "All Mixed Up" cartridge mailed to you today.
Thank you again for your patronage,

So, while I still feel a tad uncomfortable, I feel I handled it the best I could. I'm still a little shocked by this whole thing.

Thanks again for all the help!

PS: I don't have All Mixed Up, and I'm a font junkie, so I am a little excited as well!

 

[PrincessNancy96]

Very nice return email Jennifer!!! Well stated...

 

[piratesmate]

Very nice letter Jennifer! You handled that with real grace!

And how cool is it that he's sending one you don't have? See...you were supposed to get one!