Posts Tagged ‘resolution’

An Excellent Reply from Druxy’s

2010/07/01

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:

“Andrew

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.”

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Response from Loblaw (No Frills)

2010/05/18

I received this email response from Loblaw regarding the No Frills incident.  I consider the response to be satisfactory:

“Dear Mr. Yu,

Thank you for taking the time to write to us. Please accept my most sincere apologies for the fact that you have not received a more timely resolution of your concern.

At Loblaw Companies, it is our hope that customers have a positive experience every time they visit us. This includes maintaining a store environment in which our customers feel comfortable while doing their shopping. I’m so sorry to learn about your recent experience at Michael’s No Frills. Please know that I have been in touch with James Chung, the Associate Store Manager at your No Frills, who also asked that I extend to you his apologies for any undue inconvenience the presence of these two individuals have caused, as well as for the fact that store colleagues did not alert management of the concern when you shared it with them. James informed me that the matter was brought to his attention and the solicitors were asked to leave immediately, as they did not have permission to collect donations in front of the store. Please be assured that James will certainly monitor this situation closely moving forward and asked that I invite you to speak to either himself, or Michael Lo Presti, the Store Franchisee, if you have any further concerns.

Thank you again for bringing this matter to our attention. I truly hope you will continue to allow us the pleasure and privilege of serving you as one of our valued customers.

Sincerely,

Julie Dunham

Senior Customer Relations Representative

Loblaw Companies Limited”