Consumer verified online stores

“Dear David,

Please allow me to begin by saying that I am terribly sorry that the Picture Frame Guys failed to meet your expectations. In fact I remember this order (from July 2012) quite well because it was a repeated service failure on our end and therefore not readily forgotten. If I could, would you allow me to explain what changes we have made at the Picture Frame Guys since your order, followed by asking your what the Picture Frame Guys can do to make this right.

Since your order, we have made a number of operational changes. At the highest level, we are now under new ownership. To provide more detail, we now have a dedicated customer service representative who answers all calls. Prior to this we only allocated someone to do this part-time. While some calls may still go to voice mail, the wait is no longer 4 minutes, and we always return calls promptly.

We have also improved our raw material replenishment process to ensure that picture frames are always available for manufacturing, and therefore shipping in the promised 5 business days; and now that we have a dedicated customer service representative, if for some reason we can not build an order within 5 days, we call the customer and together work something out.

As far as not answering your email, I do not have an 'excuse'. I know simply saying 'sorry' is totally unacceptable. The only thing that I can think of saying is to ask you if there is anything I can do to make this right? Anything at all. For example, I would be happy to re-send your entire order (or even a similarly sized frame) free of charge. If not this, can you think of anything else that would lessen your negative feelings towards the Picture Frame Guys?

I will be only too happy to comply.

Very sincerely yours,
Peter Fendler (Marketing Manager)”