Should I take them up on this?

[Faerie]

That was a beautifully stated e-mail and a great cart!

 

[GBShorts]

I love how this turned out. I lurked around last night reading as it unfolded and now I get to see the outcome.

I have to say, I'm finding more and more that if you make comments about things that "just aren't right", customer services at various places are falling over to fix it or offer you an alternative.

As an example, I wrote a shower gel company whose bottles were pointy topped and you couldn't store them upside down to get the last of the product out. Not a big complaint, just a "hey, you might want to think about putting the squirt part at the bottom or flattening out the top" sort of note.

In return they sent me coupons for 2 free items plus 1.50 off a third item. Just for making a suggestion!

You did the right thing by shooting off that message on their website. Unless we strike back when things are wrong, they will continue to be wrong.

 

[BernardandMissBianca]

great job and nice response from corporate. glad you get a cart that you don't have too!

 

[carolinagirl]

Sounds like things turned out exactly how they should have. I would have accepted his offer. You didn't ask for compensation. The manager offered. I look at it from the manager's point of view. He had a customer complaint and made a gesture to try to make up for the poor experience in his store. If I were the manager and the complaining customer turned down the offer, I would wonder if the complaint was really legitimate and whether the customer was truly appreciative of the attempt to make things right. Sounds like it turned out well for all involved, except maybe for the employee with the rotten attitude. My guess is that he knows exactly who caused the problem without you even having to tell him a name. Enjoy your new cartridge!

 

[Fran98765]

Go in, take the cart. You deserve it as that employee was way beyond nasty and she will be lucky if she continues to work there with that attitude. I'm sure the store appreciates being notified of nasty attitude employee.

 

[TPCShauna]

The email you sent was like deja vu for me because that is almost exactly what I would have said in the same situation. I think you handled this beautifully. You expressed your concern, received a response, reiterated that you had contacted them about an issue and didn't need remuneration, but left it up to him to make a decision on what to do. He chose to make a lovely gesture to thank a customer and it was his decision to do so because you gave him that choice.

Great job and on the new cart!

 

[MazdaUK]

I would have accepted gracefully (well, I'd have torn down there and ripped his hand off, but I'd have done it in a gracious way ). You were obviously meant to get your reward for looking out for your friend's interests (cos they'd have sold that without your intervention) and forhelping their business - someone said to me the other day "customer service is the one thing customer service desks don't offer"

I would also write to head office praising the manager for his swift and helpful response and recommending him for any staff award/bonus they might have for such situations, reiterating that his attitude means you and your friends (real and virtual ) will continue to patronise their stores.

 

[jmc_in_disney]

Thanks again for all the support, everyone - you've all made me feel 1,000 times better about this whole thing!

I would also write to head office praising the manager for his swift and helpful response and recommending him for any staff award/bonus they might have for such situations, reiterating that his attitude means you and your friends (real and virtual ) will continue to patronise their stores.

That is an excellent idea and something I will do later today! The higher ups should know how well he handled this situation!!