Nice job, Staples!
Our offices are just around the corner from our local Staples, so we buy 99% of our office supplies from them, and we consistently use their rewards card program.
Last week’s mail brought this nice note:
Dear Mr Alan Rimm-Kaufman:
We are really sorry. Because of an error on our end, the amount of your last Staples reward was incorrect.
We’ve enclosed what we owe you — plus an extra $10 for the inconvenience.
As a Staples Reward member, you are among our most valued customers. Please feel free to call us at 1-800-793-3320 if we can ever be of further assistance.
Regards,
Don LeBlanc
Senior Vice President
Customer Marketing
Full responsibility for the error, over-compensating for the mistake, and written in plain English — wow!
We hadn’t noticed that Staples short-changed us by about $40 on our rewards check (nor is it likely we ever would have.)
Mr. LeBlanc’s nice letter gave us that warm great-customer-service fuzzy feeling, and we want to acknowledge Staples for that.
Alan Rimm-KaufmanAlan Rimm-Kaufman founded the Rimm-Kaufman Group...
Funny. Staples has shorted us for several rewards checks and even though we brought it to their attention we still do not have resolution over 6 months later. We have stopped ordering from Staples.