Not About Food

Do you email companies if you have a complaint or compliment?


More from Not About Food

Not About Food

Do you email companies if you have a complaint or compliment?

jmcarthur8 | | Feb 18, 2011 12:53 PM

A recent thread about product satisfaction got me thinking about this...
When I purchase a product that is not to my liking, (not damaged goods) I email the manufacturer and tell them my experience with their product. Usually they are more than courteous, and send coupons for alternate products.

Here are some recent examples;
One of the yogurt companies came out with a couple of new flavors. One was Red Velvet Cake flavor. I bought 2 containers of it and was not happy with it at all. It was inedible. I emailed Yoplait and told them how I felt about the product, and that it was not up to the same standards as their other flavors. They sent me 2 coupons for any Yoplait product free.

I purchased a can of Baker's Joy spray a few weeks ago, and was very interested to see how it worked on my bundt pan. The first time I used it, the lid was so difficult to put back on that it slipped sideways and broke off the spray head. I emailed the company and told them what had happened, and that I had really wanted to try their product. A few days later I got a coupon for a free can in the mail with an apology letter telling that they are trying to rework that lid style to be more user friendly.

Now and then I'll email a company just to tell them how much I like their product. Usually they send coupons in response. That's good customer service.

The best example of great customer service isn't about food, but it's a nice story. Some years back I had this great pair of red leather ankle high lace up boots from Orvis. I'd spent about $160 on them and loved them. Long story short, I ended up in the midst of a divorce and my ex felt that the boots belonged to him because "he had paid for them". I wore them every day just to be sure he didn't go in the house and get them. Then during all that mess, my golden retriever ate a third of one of the boots in the middle of the night!
I emailed Orvis (subj. "the dog ate my boot") to ask if they were going to carry that boot again the next fall because I loved them so much that I wanted to order another pair as soon as they were available. In the letter, I told them the whole story about the divorce, the dog, and the boots. Just when the world was looking very unkind to me, this company sent me a brand new pair of red boots for free. Yep, for free.
That's good customer service.
My faith in mankind was renewed.
And since then, I do make a point of telling a company how much I like their product. We all need a pat on the back now and then.

Back to top