Complaint Letter Successes

jacksons_mum

No - but it should be moved to another board

write to whitbread plc saying you had a bad meal at a brewers fayre and will get a free meal.

WELSH-DRAGON_2

No - but it should be moved to another board

I bought a Christmas present for a relative from Pets at home, it was a box of six fairy cakes for birds with suet and peanuts, relative was delighted until the day after Boxing Day when she opened the box, put 2 cakes out for the birds and returned to her kitchen.

There were maggots crawling out of the packaging. I sent an email to Pets at home. They replied very quickly stating they would send a pest control officer around and sent me £20 worth of gift vouchers.

I was very impressed by their customer care and their generosity, the item I purchased only cost £3.99.

Welshy x

laura1976

No

Tetsuko wrote:

I am going to take time to write to the company and tell them just how fantastic this member of staff was. I might have let it slip my mind but reading some of these posts on here has made me sick to the stomach. Going by this forum, the amount of whining, whinging people retail staff members must have to put up with on a daily basis is quite appalling.

That's really nice to hear. I have to be nice and friendly to grumpy people every day and usually I don't let it get to me, but if I'm fed up about something else as well it's horrible to have someone come along and talk to you like rubbish, or ignore you when you smile and say hello. How lovely that people do remember to comment on good service as well as bad.:T

Beany_Spoon

No

Tesuko I think that's great that you are writing to thank John Lewis for the level of customer service.

You have to remember that feedback is for the good, not only for the bad.

I work in retail and it is horrible when a customer complains about you, but it is such a great feeling when a customer tells you that you're doing a good job (however, it seems only the complaints ever make it to management, the compliments only ever go to me personally!).

So, well done Tesuko

pinginal

No

Tetsuko wrote:

I had some absolutely fantastic service in John Lewis last week. I never bought the white goods I was looking for because unfortunately they didn't have just what I wanted. However, the person I spoke to was very friendly, polite and genuinely interested in me as a customer.

I am going to take time to write to the company and tell them just how fantastic this member of staff was. I might have let it slip my mind but reading some of these posts on here has made me sick to the stomach. Going by this forum, the amount of whining, whinging people retail staff members must have to put up with on a daily basis is quite appalling.

It wouldn't be so bad if customers are genuinely interested in helping improve services or the product. I have complained about services in the past myself and was more than happy when the company said it would look to improve. I certainly didn't expect any monetary compensation. But it seems that people will complain about any little thing on the offchance of getting free money/vouchers at the companies expense. As consumers we all end up paying for other people's greed in the end. If not monetarily then in the service that we receive when companies begin to doubt the sincerity of their customers.

Fair enough, when customer service is good it should be mentioned.

But if a customer receives bad service, or there's something wrong with a product, particularly if it's something they've been saving up for or excited about for a long time then it's going to put them in a really bad mood and it's not their fault if it comes accross to the staff.

I can't see that many instances of complaining with a view just to get something for free, apart from write to blah and complain and you'll get a free blah. That's just taking advantage and I agree that people shouldn't do this.

But if service or quality isn't good I think people have every right to be upset with the staff, and they have to be prepared for it. They are bound to know that not everyone is going to be 100% happy with things. The majority of the time the complaints aren't directed at the staff, it's the company or the product, they just happen to be unlucky enough to be the people that have to deal with it.

You seem to be tarring all the moneysavers on this forum with the same brush, and that's just not fair.

Beany_Spoon

No

For Christmas my mum bought me some Rimmel Vynil Lip Gloss and it keeps leaking everywhere, even when stood up.

So I can't take it out with me because everything gets covered in it and when I use it I have to wash my hands afterwards. So I've just given up trying to use it since it causes so much mess and hassle! It has also marked the table my brother made which he now tells me that he may have to submit towards his GCSE, which is sort of making it alot worse!

Should I complain?

pinginal

No

Beany_Spoon wrote:

For Christmas my mum bought me some Rimmel Vynil Lip Gloss and it keeps leaking everywhere, even when stood up.

So I can't take it out with me because everything gets covered in it and when I use it I have to wash my hands afterwards. So I've just given up trying to use it since it causes so much mess and hassle! It has also marked the table my brother made which he now tells me that he may have to submit towards his GCSE, which is sort of making it alot worse!

Should I complain?

Definitely. It's a defective product. It might not have cost hundreds of pounds but it's certainly caused you trouble. You can't even use it. You should complain, if only to make sure it doesn't happen to other people.

lamb7994

No

I complain reguarly only about things which are worth complaining about but it a member of staff goes the extra mile for me i'll make sure either the shop manager knows about it or the companies head office is aware of how helpful the person was.
Recently i bought a ps2 from a retailer it was a second hand ps2 but they advertise as good as new. I got it home and set it up and the controller didn't work, the fan was clogged up and the disc draw was damaged, so i had to go back into town and exchanged it and got this one home and there wasn't a power lead. This meant another trip into town. I spoke to the manager and he couldn't care less ended up exchanging it for a new ps2 and paying the difference.

Sent a letter to HQ but didn't receive any reply so sent another copy off and got a reply with an apology for a delay in response and a £25 gift voucher.

I wasn't really expecting a voucher really just after and explaination and an apology.

I think it's always worth letting companies know what goes on otherwise how do they know what they're suppose to improve on??

James

Pound

I complained to Amazon once about a book that kept getting delayed. I think I got a £10 gift voucher.

BruceyBonus

I've had a few:

1. McDonalds's overcharged and failed to honour a discount card that was advertised in the shop window - one letter and received £15 (3x£5) vouchers.
2. Asda 1 - moaned about poor customer service at photo counter. Was sent £4 voucher. On my second visit, they were very rude to me and was sent a £10 voucher!
3. Asda 2 - moaned about having just two pieces of chicken in an Asda curry and received a £5 voucher.
4. Cadburys - bought an xmas multipack but it had none of a particular type of chocolate - sent £5 voucher.
5. PC World - NOTHING other than a sarcastic letter
6. Amazon 1 - 1-2 week dispatch took 6 weeks and received £5 gift certificate.
7. Amazon 2 - 1-2 week dispatch nothing turned up after 6 weeks, £8 gift certificates.
8. Amazon 3 - 1-2 week dispatch nothing turned up after 4 weeks, £3 gift certificate.