A couple of days ago, I bought what I thought would be a yummy cake from Whole Foods. It was stale. I was torn between complaining and letting it go.
I had paid $43 for a pumpkin sponge cake with cream cheese frosting that looked delish in the display case. I was splurging for a get-together.
When it was time to cut the cake, I had a hard time getting the knife through it. UGH! I was so disappointed and embarrassed.
So why did I hesitate to complain? I didn’t want to be drag. With the holidays in full swing it seemed like an inopportune time. I was simply too busy with other things and I knew the same was true for the store’s manager.
Then I remembered Bobbi’s post about speaking up when the service was bad. After thinking of the best way to let them know about my discontent, I sent an email to the store’s customer service.
I got all the facts straight. Price. Time. Date.
I was polite, but not in a grossly obsequious way.
I was direct about how I wanted the matter to be resolved. I asked for my money back.
I also asked for a response to my email.
Within an hour from sending the email, I received an apology along with instructions to call the store at a convenient time. The manager I spoke to seemed genuinely concerned and told me to drop by the store’s front desk when ever possible.
Here’s what I wrote:
I frequently shop at this Whole Foods location and I’ve had many good experiences including great customer service and finding quality products. On Friday evening, I bought cake from your bakery that was subpar. I paid $43. I don’t know if it sat on the display for days, but it was stale. Needless to say I am not satisfied with my purchase and would like to get my money back. I know it’s a really busy time for you, but I’d appreciate a response to my email at your earliest convenience.
I’m really sorry. Please call me. My name is David (I’ve erased his last name and number.) I want to make it up to you.
Almost a week later, I dropped by the store and got my money back plus a $50 gift card. According to the cashier who returned my money, I received the $50 gift card because the manager was impressed by how I handled the situation.
I’m not going to lie, I was astonished by what a simple thought out email got me. Have you ever complained? What happened?
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