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Short Version: We've had three, no, at least four, very gracious apologies from Keith, another Shoplet representative, one by phone, three by email. Yesterday they completed the transaction returning the final 7.88 of the 30.00 overcharge, and called the HG and emailed me apologizing and asking what else they could do to make us happy. Today they went further, much further, and delivered a FULL refund plus a five percent discount. That means they deposited another 12.49 back to the HG's account, AND issued me two other coupons, one for 30 dollars and one for a 5 percent discount (they do have to be used on separate orders if I understand correctly). That is more than I asked for, and considerably more than the HG said it would take to make her happy.
Keith also says they are making some changes in their oversight procedures to try to prevent a situation like this from happening again. They did ask that I pass on an update to the blog explaining they were apologetic and trying to make things right, and I agreed that this is only fair. They did not ask to see my post first, although I made that offer (reason I made the offer below).
Long version:
Yesterday 'Keith' From Shoplet's called the HG and emailed me apologizing (very nicely) and asking what Shoplet could do to make things right. At that point, the final seven dollars and change (7.88? These numbers are starting to make me go cross-eyed) of the over-charge was returned to my daughter's bank account, and so the over-charge issue was fully resolved. He asked my daughter what else Shoplet could do that would make her happy, and she said that she was satisfied just to have the 30 dollar over-charge returned, so she required nothing more (she did reiterate some of our other concerns as have been discussed on previous blog posts, and he agreed with her that he could see why we had those concerns, and apologized again. And then some more).
He really wanted to talk to me on the phone, but we all know how much I hate the phone, so we exchanged emails, and he was quite gracious about that, too. I told him that I knew my daughter was happy with that, and that I had every intention of updating the blog today with the information that Shoplet had returned the full amount of the over-charge and apologized, and so it might be in Shoplet's best interests to simply let things end there, because....
Well, let me just quote what I said (in part, it was a looong email):
My daughter is younger, more optimistic, and nicer than her mother, and she is happy with the return of the thirty dollar overcharge, and since I regretfully cannot tell you honestly that you have a chance of winning any further business from me, that honestly may be all you wish to do.....The reason I made the unusual offer of letting him see what I was going to write before I posted it is because I know myself very well, and the Snark, it is amusing to me and also addictive. And FUN! It's all too easy for me to be snarky without trying and also without meaning it or even noticing that I have done it, so I thought I'd make the offer, as if anybody was going to be alert to a bit of unnecessary snark here, it would surely be Keith. But Keith said, no, he did not want to see it ahead of time, he wanted it to be just as objective as the two previous posts, so here we are.
Since the full overcharge has finally been returned, even if we end this here, I will be updating the blog that I have heard from a customer service rep who has apologized very nicely and asked how to make things better and has fully refunded the over-charge. I promise it would not be snarky, and I can even send it to you first to make sure it doesn't sound to you like any parts of my hair are still on fire.*
I would rather write on my blog that I have heard from a customer service rep who has apologized and fully refunded the 30 dollar over-charge and refunded the additional 12.49 to my daughter's account in compensation for the promised and reneged five percent discount and the ongoing inconvenience of trying to get the over-charge fixed. I would be very, very pleased if I could write that on my blog. But if you do not feel that is something Shoplet can do, that's fine, and it will be just between us. I will not include that request on the blog (unless you are able to refund the 12.49).
And here's what Shoplet did- obviously, they refunded the final 12.49 from my daughter's account, since I am mentioning it here.=) They also gave me another 30 dollar coupon and yet another coupon for 5 % off, even though I told them that while I would be so pleased if the HG got her 12.49 back, regardless, they could keep my 30.00 coupon and forget about the five percent discount, and we would just take it as a given that Keisha probably hadn't realized what a full refund meant and how that was not the same as returning a 30 dollar overcharge, and that would be enough to call this chapter closed for me.
Keith even assured me that if I had any problems I could contact him directly, as it seems they are dealing with a computer glitch with coupon codes which they are working to resolve.
Will I be using those coupons? I have to admit that it is surprisingly tempting- far more tempting than I expected it to be. But, well, I just don't see it happening, though if I change my mind I promise I will do the honourable thing and 'fess up here.=) (HA, maybe if we have yet ANOTHER wedding 11 months after the last one ;-D) I will say that I am as sure as one can be that I could use those coupons and the transaction would go very smoothly.
Thank-you, Keith and Shoplet, I appreciate getting the over-charge returned, and I really appreciate the additional 12.49 being returned to her account.
Keisha, if you're reading this, I know you're probably frustrated and upset and I don't know how your job situation is, but I really do wish you the best and hope that in the end, you will be able to look back on this and say it was a valuable, if difficult, learning and growing experience. In fact, I will go further and say in Keisha's defense that in looking over one of my earlier emails to Keisha, I was not as coherent as I could have been about amounts- while that information was in the records, if she was relying on her memory and my email, I did say the coupon was for 'something around 20.oo in one paragraph' and 30.00 in another.
PS My husband wants the 30.00 coupon used, and he's pretty insistent about that, so we'll probably use it after all.:/
