Thursday, 8 September 2011

This Is No Ordinary Dinosaur ...

Recently, Bill Bennett was overcharged by Marks and Spencer for a sandwich. He sent an email to them:

I was in your Taunton store a couple of days ago, and bought a sandwich. You’ll notice from the photos enclosed that the sandwich was priced up on the shelf at £1.90 but scanned through at £3.00. I would be grateful if you would refund the difference to me, preferably back to the payment card used. Regards.
The store replied:
Thank you for your email regarding your sandwiches. I was sorry to hear you were overcharged. Unfortunately, I am unable to refund the amount onto your credit card but if you would like to send in your address details I will happily send you a gift card. Kind regards, Tracey Burns, Retail Customer Services.

Time passed but Bill's gift card wasn't sent. He emailed:

I’ve still not received the gift card, could you please advise? Rgds.

From M&S came:

Thank you for contacting us. I’m sorry we’ve not sent your gift card yet. We will arrange this as soon as possible. Kind regards, Anne Gledhill, Your M&S Customer Service.

Bill responded with:

It’s [address]. For the inconvenience of all the letters, I would also like a hand-drawn picture of a smiley dinosaur to be included with the gift card. I trust you will be able to comply with this request.

An unusual demand but fair play to him. Not to be outdone, M&S replied with the following:

Thank you for getting back in touch and I am sorry to hear about the overcharging in our Taunton store for the sandwiches. As agreed with my colleagues Tracey and Anne please find a gift card for £5 to cover the overcharge of the sandwiches.

Please also find a picture of a smiling dinosaur, hand drawn. Unfortunately art was never my strong point, but I hope you will appreciate it. Thanks and regards, Steve Jones, Customer Adviser, Retail Customer Services.

Mr Jones may not have a future in the world of art, but his innovative customer service skills succeeded in prompting from Bill: "It’s awesome – they’ve more than made up for overcharging me." A neat ending, and another satisfied customer.

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