Ginger Hopkins sent a message to Hubert Joly that said:
Dear Ms. Barry,
We just got off the phone with your customer service department and are frankly stunned. My daughter order 2 Guild Wars 2 Gem cards for a total of $40. Instead of receiving those, we received a Dyson Airwave Complete Gift Edition valued at $550 on your website. In our attempt to return this item and receive what we ordered, we were told that you donât want this item back and that we wonât be receiving what we ordered, especially in light of the fact that we arenât supposed to receive the shipment until 11/27 and today is 11/23. How does this make sense?
Having been an executive in charge of sales and customer support, I understand that sometimes the CEO is too far removed to have a full grasp as to the nature of issues within the system and that it takes special effort to glean important information from customer support folks. With this in mind, it seemed prudent to alert you to a process that clearly is going to cost you money if repeated over time and, more importantly, customers who arenât able to rely on your fulfillment folks or your customer support system.
I welcome the opportunity to share any further information that may be useful to you.