The Rochester Story - Part Two

The story ended just the other day with UPS again failing to deliver (yes, I know, a horrible pun) on their promise to refund the duty payment because, "they decided you are not entitled to the refund check as originally stated by them on 1/28/08."

And they decided also neither to tell their customer (Casual Male Group) nor me.

This is another unpleasant aspect of the slippery slide of customer service. I can use what ever rule book I choose to, especially to say no, not tell anyone involved and then hide behind the rule book a month later without ever needing to offer either an apology to a very large customer or an excuse because it's our policy ?!?!???

Holly's response, "I have issued you a credit this morning of $50.00 USD. I did not want you waiting any longer for money that is rightfully due you. I will address this issue with UPS. I hope this is an acceptable resolution for you."

Now, perhaps you understand why this company leads my hit parade.

It's not just Holly, below is a letter from their CEO David Levin. Theirs is a top-down commitment to service.

Are you listening BT Ben?



Click on the image to enlarge.