Sunday, June 10, 2012

Intercept the Mailman? (A Mama Kat Writing Post)

This post is based on the following Mama Kat prompt:
Write a post about an argument you recently had with someone from the moment of conflict to the moment of resolution in 15 lines or less. 

Barb (my mother in law, who is blind (a fact that matters for this story)): 

Suzette [a relative who was helping out] accidentally requested the order be shipped to 721 Roseberry Street instead of 771.

When she realized the mistake and called Lands End, they said there was nothing we could do…...……..except try to intercept the postal deliverer and tell them to deliver the package to us when it arrived.
Me:

Wait a minute, Lands End, home of “Guranteed. Period.  ©” said the only option was to intercept the mailman?

They want a 77 year old blind lady to stand out on the street, catch the mailman, and explain all this?

Why didn’t they just ship an order to the correct address?

Barb:
I don’t know. Can you see what you can do?

Me:
Tweet to Lands End – "I have a consumer issue and need help." [no response received]

Email to Lands End - [it would take more than 15 lines to replicate the email]. The short version was, "why can't you just ship a duplicate order to the right address instead of asking the blind lady to stand outside at the mailbox and try to intercept the mailman?

Response from Lands End - a generic "email received" stating it could take 2 business days for a response.

Instant Message Attempts #1 and #2 to Lands End – the representative and I introduce ourselves to one another, after which I am cut off (which may have been my browser).
Lands End:

Email response back (received within an hour of being sent!), "Well, she can order a new one and we’ll send it."

Me:

Why can't you go ahead and send the duplicate order? When and if she receives the original order, we will make sure you get it back.

Lands End:
We don’t have the new address so we can’t send it out.

Me:

It is 771 Roseberry Street. Can you please resend it?

Lands End:

[Via Email] We are sorry to hear you did not receive your original order. A new one will arrive within 5 to 7 days.

Me:

[Tweet] - Kudos to @LandsEnd for great customer service.

And that, my friends, is the end (the Lands End) of the story! The package arrived as promised within 3 days. Who knows where the original package ended up?

Mama's

1 comment:

♥ Shar said...

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xoxo-Shar