My Mail from GiftSpot re: MotherNature

[barbwalker]

I got this last night after repeated e-mails to them to try to get a code that would actually work:

Dear Valued Customer,

We regret that we are unable to honor the gift certificate issued to you through the GiftSpot.com "Spring Cleaning" promotion. The promotion was not intended for release to the public.

Last week, a link to the promotion was inadvertently posted live on GiftSpot.com before a promotion agreement had been reached with MotherNature.com. Before we could remove the unofficial promotion, it was advertised on several coupon sites by our customers. This resulted in the unofficial distribution of certificates, as well as technical difficulties from the deluge of entries.

We sincerely apologize for any inconvenience the inadvertent release of the promotion caused you. MotherNature.com was in no way responsible for the premature posting. We are embarrassed that the promotion was posted without approval and that it has caused you, our valuable customer, any disappointment.

We are confident that your next visit to GiftSpot.com will be a satisfactory experience.

Please accept our profound apologies for this situation and our delay in responding to your queries. Please direct comments to GiftSpot Customer Service at help@giftspot.com.

Sincerely,

Michael Ahern
President and CEO
GiftSpot.com


Uh, if it wasn't intended for the public, what the heck was it doing on a web site easily viewed by said public???

[ang379]

It's not for the public - so they put in on their homepage?


Uh, last I checked - you have to go through several steps to post something on your own site, so I'm really curious as to how you can "inadvertently" change code.

They posted it before they had an agreement w/MN? Uh oh, someone at GiftSpot is in trouble!

Since when is a big link with colorful text and exclamation points on a home page "unofficial"?

Posting that link was did not in itself "distribute" the certificates - if I remember correctly you had to hit their link, do something else, and then THEY (GIFTSPOT) gave the code - not the posters on BBs, they just shared the LINK to GiftSpot.

You're such a valuable customer to us that we're going to blame everyone else in such vague terminology that we don't end up w/egg on our face - too late!

I think assuming that "your next visit" will even occur is premature and inadvertent.

I bet their "profound apologies" make you feel so much better.

I can't believe they have the gall to not only affix their name to this...let alone think that this will make you feel any better or retain your patronage.

I've said it before - and obviously here I go again, why can't companies just be honest to their customers?

Sorry for ranting - I'm only on my 1st cup of coffee - but I can't believe they sent you this. Thanks for posting it so that we can all see what kind of company this is.
Sorry you couldn't get yours and that you've had to be further aggravated by them - I feel for ya.

[barbwalker]

And my reply was:

Dear Michael:

I appreciate the response to my multiple e-mails. While I am glad to finally get a response, I am quite disappointed in your service. I am not sure how something not intended for release to the public can end up on a web page intended for the public. As a web page owner myself, I am at a loss as to how you would inadvertently publish anything. There are enough stop-gaps in the uploading system that it doesn't happen when people care about their jobs and the product they present to their customers.

It was inconvenient that I had another gift certificate from MotherNature.com that their customer service representative told me I could combine with this offer. Of course, my GiftSpot code wouldn't work, but they assured me that I could contact you and be given a code that worked. In the meantime, my offer expired and as a result, I didn't place any order at all. I happen to think MotherNature is an excellent online store and would order from them again. They have worked very hard to maintain a loyal customer base, through great offers and excellent customer service. I wish I could say my feelings about you were as pleasant.

You don't need to concern yourselves with how my next experience will be. I think I would rather stick to services like GiftCertificates.com. They have earned my business while you have wasted it.

yada yada yada.

I really hate this stuff lately. Is this fraud? I can't believe you can offer something, get personal information in exchange, then renege on the deal. They still have my information and all I got was a headache. I'm glad I didn't just place the order in the hopes that their cert. would work eventually. I feel bad for those who did. I am debating sending MotherNature a copy, not to put anyone out of business, but if these people didn't check with them before they put up the promotion, I wonder if they even know what they are doing now?

Obviously I haven't had enough coffee yet

[ang379]

Excellent, well-worded response. I hope it doesn't fall on deaf ears. I'm curious to see how "codes" evolve over the next year as more and more businesses become "schooled" in e-commerce. For many, it's a new form of business and you have to have someone in the company with e-commerce knowledge, because it isn't exactly like brick and mortar retail. But, some modicum of customer service is required for any business - on or offline. Obviously GiftSpot lacks all necessary components of good business. Like I said, I hope they actually listen to what you said in your response.

I'll drink an extra cup of coffee for you

[davepacrat]

Top 18 Gift Point Terms to laugh or scream about (from the home office):

1Valued Customer (who? me?)
17)regret (on so many levels)
16)honor (an outmoded concept)
15)unofficial (not me, let's get Mikey!)
14)technical difficulties (darn computers)
13)sincerely apologize (mommy made me say it)
12)inadvertent (AND inadvertently!)
11)embarrassed (boy is MY face red)
10)without approval (see 'unofficial')
9)valuable customer (who? me?)
disappointment (I'll live)
7)confident (now comes the build-up!)
6)next visit (oh, really?)
5)satisfactory experience(huh?)
4)profound apologies (Empty words with no consequences or compensation)
3)delay (had to practice our dance steps)
2)Sincerely (I feel your pain)
And Finally...#1 - CUSTOMER SERVICE!

[angels]

The e-mail they sent was a crock.If there is anything that makes me mad it's dishonesty.I wrote them an e-mail and told them I didn't appreciate their e-mail and especially their dishonesty and definitely won't be back!

[This message has been edited by angels (edited 02-25-2000).]