Most of you will have seen my “Dear Bagel Factory…” Post from just over a week ago. If you missed it, you can catch up here. I spent a very long time writing a very detailed email to The Bagel Factory, after seeing that they are currently running a “30% off for expectant mothers” promotion.
Today, there was a knock at the door and I answered it to a man holding flowers. Flowers that were addressed to me. From The Bagel Factory. Turns out my friend Jodie had had a similar conversation with them on Twitter to what I had had and they had said they would send flowers to “her friend who recently lost a baby.” That’s me…
Great job Bagel Factory! I agree that this is great customer service. The flowers are beautiful and I really appreciate them. They’re a lovely bouquet for autumn and were a lovely surprise. I have a red vase that matches them perfectly and of course, it is always lovely to receive flowers.
However, still no response to my email? No response to the email that took a couple of hours for me to write? My issue here is not that I personally was offended by their offer. My issue is that many people will have been, but will not have spoken up about it because of what a taboo infertility is. I said it before and I will say it again – I do not need to be reminded of my lack of children every time I buy lunch. Neither does anyone else.
I am sending an email later today thanking them for the flowers, as they really are very lovely. But I also need them to understand that this is not over. Good customer service is not about sending flowers to silence people – it’s about dealing with the issue that the complaint was made about. Even if they choose not to pull the offer, ignoring an email from a concerned customer is bad service.
Also, I felt that their card (although I’m sure it was meant with the very best of intention) was a little patronising.
Anyhow, I’m hopeful for a response some time soon. Any response. Even just a “we are investigating” response. At the moment, for me, the silence is totally deafening on this one. Meanwhile I shall enjoy my flowers.