I am writing in response to the notice received in the mail today, August 28, 2014, and the complaint submitted by a consumer on August 12, 2014...
regarding an incident on July 26, 2014. (ID 1[redacted])
Upon receiving the notice today, I spoke directly with the complainant to express apologies for our not offering a refund on the day of her visit and that she experienced poor customer service. I expressed that the treatment she received was not “business as usual” for The Cummer and we appreciated that she took the time to let us know of her grievance.
We have today set in motion the process for a refund of her $20 admission fees to be mailed tomorrow. Along with that she was willing to accept a Family Membership that will allow her and her family admission to the Museum at no charge for a year.
We hope the complainant will come back with her family for other visits when they may enjoy all The Cummer has to offer. I told her that her refund and membership card should come to her in the mail in the next few days. In the meantime, her family membership is in full force and the admissions desk will have her name on file for admission.
As a note, we do have an online and an onsite complaint procedure in place. We use this system to receive feedback. Complaints give us an opportunity to review customer service procedures. We were sorry we were not aware of the problem sooner.
We hope the complainant will accept our apologies and come to visit often.
Thank you for bringing this matter to our attention.
I am writing in response to the notice received in the mail today, August 28, 2014, and the complaint submitted by a consumer on August 12, 2014...
regarding an incident on July 26, 2014. (ID 1[redacted])
Upon receiving the notice today, I spoke directly with the complainant to express apologies for our not offering a refund on the day of her visit and that she experienced poor customer service. I expressed that the treatment she received was not “business as usual” for The Cummer and we appreciated that she took the time to let us know of her grievance.
We have today set in motion the process for a refund of her $20 admission fees to be mailed tomorrow. Along with that she was willing to accept a Family Membership that will allow her and her family admission to the Museum at no charge for a year.
We hope the complainant will come back with her family for other visits when they may enjoy all The Cummer has to offer. I told her that her refund and membership card should come to her in the mail in the next few days. In the meantime, her family membership is in full force and the admissions desk will have her name on file for admission.
As a note, we do have an online and an onsite complaint procedure in place. We use this system to receive feedback. Complaints give us an opportunity to review customer service procedures. We were sorry we were not aware of the problem sooner.
We hope the complainant will accept our apologies and come to visit often.
Thank you for bringing this matter to our attention.