I have read you comments and the replies and I have a couple of queries;

Which store did you have problems in?
Did you make a complaint to the store manager and if so did you get a response?

I run the firm charged with the marketing and promotion of the Baguette Express Group and I also have tow of the franchises, we have procedures in place to make sure that we do offer good customer service and quality of products. This includes strict policies on what supplys can be bought from what suppliers.

If you want to email me direct and we can investigate and sort this issue out.

Thanks

Steve

Comment about my blog is much appreciated Mark! I think you’re right in what you say, a customer can provide so much information to a company. And if they want to take it then they will, and if they don’t then they just won’t! – The way I see it, is that it boils down to how you value your customers?!

Thanks
Mark

Kind Regards
Mark

If a customer asks you for a refund and 30 minutes later they find they’ve already received it, then in my eyes anyway, you’d get a little smile and I’d say to myself how their customer service was superb! – Even if I had to wait 12 hours after I sent an email, it wouldn’t bother me as people are in different timezones too.

Giving the customer a timely refund, does have it’s benefits!

Thanks
Mark

Since servers in a sandwich shop might come and go, I would say that the problem is with lack of staff training…

If the manager had the excuse that he didn’t have time to train that particular server, my suggestion to him would be that he could be using the age old maxim: “the customer is always right” … at least that would have kept the line moving!

As far as the IM marketer is concerned, I believe that the positive effect of a readily granted refund offsets the risks of getting a few cheaters…

Ain’t it nice to be managers and not servers

Fran_C

Like you, I rarely complain or ask for a refund. But for a couple I did request a refund from, talk about making the job difficult! – I forwarded the PayPal receipt, only to be told they couldn’t find it in their records!

(Did they bother double checking the number they entered? LOL)

Thanks
Mark

I have only had two serial refunders. Both got cut off at the knees by PayPal, without me having to do anything. They made the mistake of pulling a complaint at PayPal and got shut down.

Kevin