Julie Hirz sent a message to Laura Alber that said:
Hi Laura
I just returned from my husband\'s Company Christmas Party. I purchased 35 "twelve days of Christmas plates" from your South Coast Plaza store. Let me give you some detail. It is 11:09 pm and I am so upset that I had to write you this email. 3 weeks ago, I personally went to the store and purchased the 35 sets. Brian initially helped me over the phone and we agreed on free shipping and 20% off and your store would wrap them, gift receipt and order with a gift message.
I when went to the store and placed the order with ? I forgot her name, but will get it for you.
I stood at the counter for 15 -20 minutes as we placed the order for 35 sets. The order was specific in that i was to have a gift receipt and enclosed card with "MERRY CHRISTMAS AND HAPPY NEW YEAR FROM DAVE AND JULIE
Each box was to be wrapped by the store for my 1 pm pick up, today, Dec 5th.
I tracked these orders on computer, and followed up with the store to make sure they had arrived and were being wrapped. I called last week again, confirming my Sat 1 pm pick up. All good!
Today at 1 pm, I arrived at the store. A very helpful, Adrienne helped me. She called for the boxes to come to front of store. In the meantime, I purchased $300 worth of merchandise and gift cards. (purchased $200 on line this week too...I am a really good customer of yours)
We loaded the boxes. I was short 3. It took about 30 minutes but they found 3 and I waited for them to wrap, and I hand wrote my greeting card and just didn\'t worry about the gift receipt. (I like a gift receipt because if someone does not like them, they can return and when they are half price in Jan, they can still get the price we paid, so gift receipt was important to me.)
Ok, so got the 35 and got them to our venue. DONE! THEY LOOKED AMAZING!
I was a tad concerned and commented to Adrienne I was concerned about missing 3...she said the wrappers probably pulled or counted wrong...but MINE had my personal gift message and receipt.
We just opened our gift to check it.
So embarrassing . NO GIFT MESSAGE, NO GIFT RECEIPT, AND THE PRICE TAG ON THE BOTTOM OF THE GIFT!
So let me summarize. I just gave gifts to 34 of our top executives with no gift card, no gift receipt and the price tag on the gift.
What do you say about that? I just read your core values. You really let me down. This is one of those unfixable mistakes that employee attention to detail messed up.
Nordstrom is my supplier next year.
Merry Christmas, Laura!
Julie Hirz
714-926-0666
