Gold Time

Dear Ms. Diaz:   My name is Ann Garner Riddle and I am President and CEO of TW Garner Food Company.  My executive assistant, Ms. Charlotte W[redacted], forwarded your letter of March 9, 2016 to my attention.   In response to the complaint, I offer the following:  ...

1)      Ms. [redacted] email expressing her concern arrived on Saturday, March 5, 2016 at 12:06 pm.  2)      I forwarded her message on Saturday, March 5, 2016 at 12:23 pm to my associate who is our Online Customer Service Associate. 3)      He responded to Ms. [redacted] at 7:10 pm on Saturday March 5, 2016.  His message is quoted here: a.       “[redacted] Sorry for the problem with your recent order from texaspete.com. I will have this looked into and resolved first thing Monday. Either someone from our office or myself will be in touch regarding the order. We will expedite the shipment once we determine what happened with your order without any additional shipping charges to you.   Thank you.   [and he signed it] Texas Pete Online Customer Service.” 4)      Tuesday, March 8, 2016 at 6:01 pm I received the following from our OCSA: a.       “Ann, Just as a follow up we ended up sending this woman the 4 cases and we’ll deal with what happened with FedEx. She will receive her shipment by Friday. Customer was very upset but I think it has been resolved positively. [and he signed it]”   It is interesting to me that she filed her complaint on the very day (Tuesday March 8) that the situation was, at least from our perspective, resolved.   We believe that her shipment, which was shipped in full, was damaged in transit by FedEx – that FedEx took out what was damaged and shipped her the remainder (with no word of what actually happened).  When she received only 3 cases of the 7 ordered, it’s natural that she would think we failed to ship the entire amount.  I get that.  And we resolved that.  We shipped her the 4 additional cases at no charge to her AND they apparently arrived by the time she wanted as I have no messages from her to indicate otherwise.   My question is this:  Why would she file a complaint with you on the very day that she was notified that the situation was being tended to?  Why not wait and see if she received her goods by the 16th as requested.   My team works very diligently to serve our consumers accurately, effectively, efficiently, and with kindness – no matter what.  We have a reputation for Terrific Customer Service.   For what it’s worth, I would appreciate you not posting this complaint for public viewing.   Let me know if you need anything else from me.   Thank you.   ann