I Need To Write To The CEO Of A Well Known Online Company.

Dragonflii

But I really need some help in composing if anyone can point me in the right direction.

One evening in early October I ordered an item by mistake, the next day I tried to cancel but was told it was too late as it was already in the system.
Customer service told me to either refuse delivery or print out the free Hermes return label and send it back and I would be refunded, which I was. I didn’t open the parcel when it arrived, I just stuck on the return label and took it to the Hermes agent store.

In November I was recharged £99.95 for the item because they said I hadn’t returned it. I can’t afford to lose that money!
My account still tells that the item is ‘in transit’ and also when checking the Hermes tracking number shown on the label, it shows as ‘on the way back to the retailer’.

I have proof of sending and all dates.

Both my husband and myself have called customer services over this, I have written more than one email to them and I am not getting anywhere.
So that is why I now want to take it further and contact the boss. 

I don’t know what else I can do!
I would really appreciate it if anyone knows how I go about putting a complaint letter together please?

Thank you so much.

DCFC79

You just state what happened eg you bought an item, returned it for a refund, item is still listed as being in transit and no refund been issued yet.

Don't forget to add dates, photo any proof to have of sending the item and send that.

[Deleted User]

You just write a concise letter of your issue.

However, writing to the CEO just means it gets to the customer services department via a longer route. If you've already written to CS, wait for their response.

TELLIT01

Deleted_User said:

You just write a concise letter of your issue.

However, writing to the CEO just means it gets to the customer services department via a longer route. If you've already written to CS, wait for their response.

That depends on the company.  I had issues with the local dealership, was getting no help from customer services so got hold of the e-mail for the CEO.  I had a phone call back from one of his PAs within 48 hours and the issue resolved.

Sandtree

outtatune said:

TELLIT01 said:

Deleted_User said:

You just write a concise letter of your issue.

However, writing to the CEO just means it gets to the customer services department via a longer route. If you've already written to CS, wait for their response.

That depends on the company.  I had issues with the local dealership, was getting no help from customer services so got hold of the e-mail for the CEO.  I had a phone call back from one of his PAs within 48 hours and the issue resolved.

No you didn't. You had a call back from the same person in the customer services team that was going to reply to you anyway.

Depends on the organisation... certainly in large Financial Services companies often have a small team of complaint handlers who deal with any complaint addressed to an Exec or Board member. Have had the misfortune of having to deal with a couple of them through my career. Certainly in the last place they were middle management/technical grade so would speculate on triple the average complaint handlers income. Having had to deal with one of their "regulars" on a regulatory matter which we therefore couldnt just ignore, they werent paid enough to have to deal with the likes of him.

Going back to my first employer in FS when working for one of their small sub brands then the MD did get his PA to do the role (to be honest he got her to do a large amount of his job whilst he was on the golf course and she is now a director in her own right).

Without doubt some will just punt it to the normal customer services team but its without doubt not all.

Dragonflii

Thank you for these replies. ( I’m late returning here because I lost the link to my question ).

I had originally decided to write to their CEO because I read that it was the quickest way to get things done, apparently doing so could bypass stages. I had already been passed onto other depts on the phone and last of all was told, “Nothing I can do, I am going by the guidelines” by a quite rude agent.