An Excellent Reply from Druxy’s

Less than 2 ½ hours after I emailed my complaint to Druxy’s, I received a very satisfactory reply.  This turnaround time greatly exceeded my expectations, and the offer of a Druxy’s card – which I accepted – was impressive as well.  I am happy to be resuming visits to Druxy’s, and look forward to enjoying their menu for years to come.

The reply from Peter Druxerman, VP Marketing at Druxy’s, is as follows:

“Thank you so much for spending the time to write us regarding your experience at our Zurich Life Building location.  I am embarrassed by the treatment you received and understand and agree with your reaction.  A 1 cent napkin is the right of every customer and if you felt you needed more than one, then so be it.  On behalf of all of our franchisees and staff who are committed to providing exceptional service to their customers, I apologize.

I will be sharing your note with the franchisee of this location and all of our franchisees and staff so that they can understand how their actions can have very grave consequences.

As a thank you for spending the time to share your experience and as an apology, I would like to send you a DRUXY’S Card that you will be able to use at any of our locations to experience how service at DRUXY’S is meant to be.  If you choose not to accept this offer, I understand.  If you would like to accept it, please send me your mailing address and I will have the card mailed to you.

Thank you once again for your note.  It is an important tool that we will use to improve our service for all customers.

Sincerely, 

Peter Druxerman

Vice-president, Marketing

DRUXY’S Inc.”

Nickel and Diming: New motto at Druxy’s?

I was in downtown Toronto and wanted a cold beverage to quench my thirst.  So I decided to visit the Druxy’s location at the Zurich Life Building, 400 University Avenue, since I have visited there before.  I took a bottle of apple juice and placed it on the unattended cashier counter.  While waiting to be served, I noticed the pile of paper napkins in front of me beside the cash register, and took one in case of spills.  As I took the napkin, I heard several voices yelling from the other end of the counter.  A cashier rushed back to behind the cash register, screaming “no, no!” or something similar.  More screams were heard from where she came from.  When she finally stopped, she reached over the counter in an attempt to snatch the paper napkin from my hand, as if that napkin contained all her life’s hopes and aspirations.  Seeing this pathetic display of miserly embarrassment, I told the cashier “OK, OK, I’m not buying anymore!” and immediately left the premises, leaving my proposed purchase on the counter unpaid.

While Druxy’s paper napkins are unique in bearing the Druxy’s logo, I am certain that the cost of one paper napkin is tiny when compared to the profit Druxy’s would have made had I bought that bottle of apple juice.  The cashier’s unsuccessful attempt to deny me one paper napkin has resulted in me, a long time customer of several Druxy’s locations, to refuse to ever make a purchase at any Druxy’s again.

In other words, that one paper napkin – and the horrible attitude towards customers that it represents – is truly costly to Druxy’s.