caveat emptor

i found this e-mail train to be slightly amusing....

sent on 2/7/08, 8:40 AM:

Dear sir or madam:

Please see attached pdf file. As the 2 receipts show, I ordered shoes on 1/8/08 but had them exchanged for the rain boots, which were invoiced on 1/29/08. As the first receipt shows, I used $30 of Banana rewards certificates (received through use of my Banana Visa card), which were redeemed at the time. When my order was exchanged, however, the total charges of $64.35 were only credited by the net $23.58 (my credit card was charged for $40.77), instead of $53.58, which would have included credit for my initial rewards certificates. In effect, I lost the benefit of my rewards certificates in the exchange. Can you please remedy this?

Hopefully the attachment has all of the customer information that you need, but if not, please feel free to contact me.

Thank you,

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sent on 2/7/08, 12:47 PM:

Dear Laura,

Thank you for your e-mail. Unfortunately, we are unable to open attachments that we receive, for security purposes. However, we were able to locate the orders in question using your name. Our records indicate that order #129QTX1 was placed on January 8, 2008. We see that $30.00 in rewards were redeemed on this order.

On January 29, 2008, we received the order for exchange. Your new order #12VR1PN was then fulfilled. Please note, if you use a promotion code to make your purchase, we'll gladly exchange your shoes for the same style in a different size or color. If you'd like to exchange your shoes for something else, we'll apply your credit towards the new shoes at their current price. A previously used promotion code cannot be applied to the sale of a different shoe, as stated on our web site. We apologize for any disappointment this may cause.

Unfortunately, we cannot allow an exception to this policy. To remain fair and consistent in all transactions, we cannot allow an exception to one customer that we do not allow to all customers.

Additional questions? Contact us at customercare@piperlime.com or 1-877-PIPERLIME (1-877-747-3754). We are happy to help 24 hours a day, 7 days a week.

Have a great day,

Glen
Customer Loyalty Representative

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sent on 2/7/08, 1:17 PM:

Wow, that blows.

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sent on 2/7/08, 7:20 PM (after appropriate forwarding to the Customer Loyalty management and subsequent piecing together of various, tactful canned e-mails):

Dear Laura,

Thank you for your message to Piperlime regarding the exchange you made from order #129QTX1. We would like to apologize for the disappointment you have experienced with our exchange policy in regards to Rewards. Please know that our goal at Piperlime is to exceed our customer's expectations. We're sorry that, in this instance, we clearly did not meet yours.

We rely on customer feedback to monitor and improve our service. At this time, we have forwarded your remarks to the appropriate team for further consideration.

We hope that you will give us another opportunity in the future to dazzle you with our shoes and service.

Additional questions? Contact us at customercare@piperlime.com or 1-877-PIPERLIME (1-877-747-3754). We are happy to help 24 hours a day, 7 days a week.

Sincerely,

Katherine
Customer Loyalty Representative

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Not sent:

Razzle dazzle? like in Chicago??! I can't wait. For the low lo price of ..?!

P.S. I sent the rain boots back.