I’ve always had a knack for complaining effectively. Companies have sent me all sorts of stuff over the years to make up for their mistakes. I once got an entire Weekender wardrobe after one of my outfits developed pills following one wash. Remember Weekender?
Fruit of the Loom has always been a reliable company. You go to the department store and grab the same style and size and you know what you’re going to get. So I never imagined that I’d end up with a package of underthings that would send me into a frenzy of itching and non-stop discomfort.
There was something wrong with the waistband. It was as if it had itching powder sewn into the elastic. First it got hot and then it itched me like mad.
I wrote to the company and told them about the issue. Were they putting wool in the product all of a sudden? They didn’t answer that question; I’m allergic to wool. Weeks went by before I received a response. It was a detailed form to fill out for a full product replacement. They arrived this week and I’m happy to say the weird problem isn’t part of this new batch.
The secret is to never blame or lose your cool. Be factual and emotionless while still stressing disappointment and throwing in a mention of your previous loyalty. Make sure you tell the whole story but don’t get bogged down in tiny details. I have never embellished or lied.
Sometimes companies simply fail at the resolution part and it’s time to walk away. Last year I bought baffles for my motorcycle exhaust pipes and on my first ride, one flew out. It had been attached according to directions but it was obviously flawed. I wrote to the company and told them what occurred and their response was, essentially, gee that’s too bad. So I wrote again and said, “Really? You won’t offer to speak to the manufacturer on my behalf or even offer me a discount on a replacement pair?” They wrote again with an offer of 10% off a new pair of baffles. By then I had moved on.
Some people take to Twitter to vent about a problem without ever giving the company a chance to deliver a solution. That’s not fair. No one wants to lose a customer or give them a bad experience. I like to go to them directly and give them an opportunity to make it right. And I have a six-pack of underwear to show for my effort.
I agree with you. Tell the company. They do want your reactions whether good or bad and the reason why.
I had a loaf of my favorite sandwich bread recently which contained an extra piece of burnt crust which had obviously come from the slicing operation. I let them know about this incident. They contacted me by phone & email, AND sent coupons toward any of their products. Needless to say, I continue to buy that bread!
That’s great!
I see people moan and crab on Twitter and Facebook without giving the business a chance to make things right. No one is perfect.