When Companies Respond

I almost fell off my chair when a representative from Microsoft
contacted me to discuss my issue regarding the ethics (or lack there
of) involved by forcing Xbox 360 owners to purchase a "Gold Live
Membership" in order to watch Netflix on the console. She "Charity"
was super nice, and certainly appeared to understand my dilemma. When
I pointed out that my Wii did not require any such extra purchase, she
was surprised.

As a result, she gave me a free 3-month membership in order to
"experience" the features of such. I have not used it to date, as I
decided to purchase a stand-alone streaming media player from D-Link
that does not require any such payment. She followed up with me 3 more
times regarding this issue to be sure I was "satisfied with the
results." Wow! I certainly wasn't expecting that!

Although I don't plan to personally use the Gold Live Membership for
myself, I will likely give it to my son as a reward of sorts. I think
he'll get more out of it than I will.

Nice response!

I noticed May 2011, Home Depot Social Media Resolution Expediter was
surfing your site and asking Home Depot customers who voiced
complaints to contact them. Has anyone gotten any kind of positive
respond from Home Depot?

I also experience great netflix customer service. I was going on
vacation and wanted my suspended account prorated for the month during
the time not used. The representative instead credited me the whole
month promptly. I have never had a problem and have always been
helped above and beyond by their customer service.

Netflix: They are AWESOME!!!! I have found their service to be quick
and efficient and, on the rare occasion when there is a problem, it is
fixed quickly and professionally. We recieved a bad disk once and
when we called to complain, we were shipped another one and credited
for that and another free rental. When a disk was shipped by Netflix
and never received by us, the same courteous, prompt and generous
resolution was offered on my first phone call, no questions asked.
They are a top-flight company in my view.

I complained about My Verizon Storm being sluggish and having to reset
it several times a day. They called within two days and offered a new
Phone!! Planet Feedback and Verizon are awesome!!!

I would like to know what to do to share the resolution and amazing
lengths at which the manager of my local Hastings Store has gone and
continues to go to in order to not only please me, but she is showing
me that she is SERIOUS about a resolution. Almost as though she is
trying to put herself in my place and respond from those feelings. It
is amazing.

does TRU ever respond?

I would like to offer my sincere thanks to Planetfeedback for allowing
me to post my issue with United on there website. Not only did I
receive a VERY timely response (less than 24 hours), but I also
received the resolution I was looking for. My money was 100% refunded
to my credit card and the very nice lady, Maria, went above and beyond
the call of duty in assisting me. She was very very polite, apologetic
and overall an asset to her company. I can't help but think if all
United Customer service agents were as polite as she, there would be
no issues such as mine. Thanks, planetfeedback and thank you United
for such a timely response to my problem.

I filed a complaint with T-mobile on sunday regarding a $100.00 out of
warranty fee that i was wrongly charged. On tuesday I recieved a call
from a rep apologizing and stating that my a account had been
credited. Awesome!!

I had a complaint about O Charlies in Niles, Oh. and they were most
courteous and called me, then sent me a card for $25. (which I seem to
have lost) but I went back anyway, with only good things to say about
that visit (and no, they didn't know I was the one who had complained
before). You helped me keep my faith in what I had thought was a good
company. Thank you Planet Feedback and Thank you O charlies.

I ned the big mouth for Model Number 70590. I broke it while moving.
Please tell me how to get one. Being on a fixed income #ss I would
like to but one if at all possible

I had a issue with extra charges on my Verizon Wireless bill and tried
contact customer service through the phone they credited it and said
they would figure out why it was happening. Well it was on my account
the next month and I tried emailing customer services and it didnt
help so I used PFB that email the corporate office. I had a response
from the corporate office by phone within 30 mins. The problem was
fixed and I was assured it would not happen again and he even said he
will keep an eye on it for the next couple of months just to be sure
of it personally! Thank you PFB and Verizon!

One company that doesn't respond is Home Depot. Not a word to even
let me know that they read the letter that I sent them. I shouldn't
be surprised. The employees in the local store can't ever call back,
why would I expect the head honcho to be different? Maybe that is
their motto... help out as little as possible. They are a big
company so what do they have to worry about? Being a new store here
in Auburn, you would think they would do all they could do to bring
the loyal Lowes customers to their store. What a disappointment. I
was hoping I would get some sort of response. I guess I will just
have to spend my hard earned money at Lowes since Home Depot isn't
interested in it.

SUCCESS - Sprint/Afni are resolving $133 charge, and removing negative
Credit information - SUCCESS

Hello All, I wanted to thank all of you who offered advice and
support. I received a letter in the mail from Afni (Collection
Agency) stating that the $133 charge was no longer valid, and that the
negative information that was reported to the 3 collection agencies
would be removed.


Thank you!!!

i went skiing in beaver creek, colorado in january 2007. i took my
children to burger king in beaver creek on two occasions. the
manager, i believe his name was carlos, needs to be replaced, he's
costing the franchise business and a bad name. carlos allowed his
employees to put their fingers in the french fries and eat them while
they were working behind the counter. this poor act of hygiene was
further aggravated by the fact that they charged me incorrectly, and
when i pointed it out by showign the price on the sign, carlos
insisted that the sign was wrong. carlos attitude was aggressive,
arrogant, and uninterested. when i told him i would write to customer
service he told me "go ahead, i don't care." clearly, carlos is in
dire need of customer service skills and also hygiene skills.
allowing the employees to eat out of the french fry bin with their
bare hands is completely unacceptable.

I would like to give a nod to Novartis, Herbal Essences, and
Hewlett-Packard. All three responded to my feedback in a professional
manner.

Novartis made a cute wolf commercial and thanked me for my input with
a letter and free product coupon.

Herbal Essences addressed my problem with concern and offered a rebate
for the substandard product as well as a money toward a new set of
sheets (which their product ruined). Although I didn't take them up
on their offer, it's still good to know they're concerned.

Hewlett-Packard was the most proactive. They sent me a letter
requesting that I call them in regard to the product design. I spoke
to someone on the technical team (sorry, I can't recall the name) who
noted that the issue has been addressed before and will be corrected
in future designs.

Bravo to these companies! It's good to know at least SOME companies
give a d@mn.

I just wanted to compliment Citibank. I sent a letter with pfb to get
reconsideration of a credit application and they responded within 2
days and in a very nice and professional way. I did get what I wanted
however the main compliment is that they didn't ignore me and were
ultra-professional. They have earned my business for years to come. I
have had about a 50/50 rate for responses from pfb and about 30/70 for
positive responses however I think this was one of the smartest ways
to get customers heard. Thank you PFB.

I'd like to thank the PFB team for their help in getting a company to
respond. And I'd like especially to thank Mr Gerd Klauss, the CEO of
VW of America and his effort to make sure he followed up.

This treatment was something I'll not soon forget, he actually spoke
to me personally then handed the call to his assistant who asked me
what the buying experience was like and what the company is doing
right or wrong etc then took the extra effort to read my responses
back to me.

All this after the problem had already been solved in a written
response. I simply wanted them to know what goes on at our level and
to know a wrong had to be addressed.

All this after I had done my homework.... After I had already
purchased the car from another dealership because of a bad experience
from another.
I'm loyal to the brand and like their products and it really showed me
they truly value my opinion.

Office Depot replied to my complaint I made with the experience I had
while trying to but a promotional item. She offered me compensation
and was apologetic. She will even forward my concerns to the right
department.

I would like to appaul Kinkos last week I complained of a miss quote
of a price for a product at the fort Lauderdale store and within days
I got a response from the Store Supervisor Marsel Ramirez she granted
my request and stated she was sorry her staff made a mistake I feel
they should get a good rating . also PlanetFeedback is the Great Thank
You

Comcast went above and beyond for me, by far.

I've had success (either w/issue resolution or at least being
contacted reagrding the issue) with the following companies, to whom I
wrote to through planetfeedback:

Huggies
Luvs
Gerber
LeapFrog
Verizon
Disney (clothing products)

I am also happy w/the CS at Hamilton Beach, (see my letters) but I
didn't contact them through PFB.

Thank you PFB for making it easy to be heard.

I recently posted a T-Mobile complaint, and 5 days later everything
was fixed. (You guys are MAGICAL!)
The execuative affairs rep that contacted me was kind, and he got it
fixed, and I didn't have to say a word. It was all from Planet
Feedback-- thank you, A MILLION.
I have a crush on you guys....
(Can you bring back OK! Soda?) :)

Back in May I posted a letter on PLANETFEEDBACK regarding a price
adjustment that I was promised by KOHLS Department Stores. I just
wanted to let everyone know that I DID receive the price adjustments
that I was promised! I will DEFINITELY purchase from them again and a
note that their customer service representatives are EXCELLENT as far
as I am concerned. Thanks again to PLANTEFEEDBACK and KOHLS!

fluidmaster.I posted a complaint the other day about fluid master and
received a phone call tonight about my problem.I never expected such
fast action.I think we got my problem taken care of.I just hope i'm
not jumping the gun by posting this .Oh and by the way thanks for
sending me the email I had completly forgotten about your site.

I have been very impressed with the responses received from the
following companies, as a result of letters sent through Plant
Feedback:

CVS (pricing/advertising issues)
Duracell (product defect)
Burger King (service)
Tivo (service)

I just wish I could access my previously-sent letters (before your
site re-launched) so that I could add more to the list.

Thank you,
A.E.

Just wanted to share that I received no response to a complaint that I
wrote about Washington Mutual almost a month ago. However, out of the
blue last week, I did receive the materials that I had complained
about not receiving. Because address information had been updated, the
materials were obviously sent because of my letter. So, WaMu does
respond, they just do not apologize.

i posted a suggestion yesterday in regards to a walmart store , i
received an email back already stating that they are forwarding the
message to the actual store the suggestion was for. we will see what
happens

thank you planet feedback

I wanted to note that AmSouth Bank responded to my complaint in a
timely manner. They refunded the overdraft fees (which I never asked
them to do), but they did not provide the policy explanation that I
requested. They did, however, provide a telephone number where I may
call a Customer Care Specialist and discuss the issue further.

Overall, I am pleased that they responded so quickly, I thank them for
refunding the fees, but I still am left without clear answers on their
debit/credit posting schedule(s) and the reasons behind them. Perhaps
a phone call will clarify. I did want to receive the explanation in
writing (and not a million pages of microscopically printed disclosure
agreements).

Forcasey

I wanted to add that Burger King did actually respond to my
compliment. I received a letter that they were going to forward them
on to the appropriate people. I was kinda surprised, especially after
some said that BK doens't respond.

I am upset about something. I made a Planetfeedback complaint against
Eljer. If you read the correspondence, especially the last couple by
Mike R., it is clear he WORKS at Eljer and is taking the opportunity
of my complaint to ADVERTISE their Titan toilets. I didn't mention
that model since the last thing I wanted was to generate sells for a
lousy company. Is this what planetfeedback is about? To give rotten
companies the chance to get FREE ADVERTISING????

I got a response back from Safeway right away regarding the letter
that I sent them..right away and they were going to forward it to the
store manager too. So Yeah for a response and letting them know

I ordered flowers from Marthasflowers (Martha Stewart's website) and
someone ordered the same flowers from FTD for the same occaision. FTD
charged them extra for eight extra lillies added to the dozen plus
shipping and handling.
Marhtasflowers.com had a special offer on an ad we clicked on the
website. Buy one dozen get another free. Shipping and handling were
less than FTD's.

We paid less than ftd and got Twenty Four of the most magnificent
specimens and a decent looking glass vase. Side by side the difference
was absolutely astonishing. Everyone asked where we ordered them and
commented on how they never saw such a perfect arrangement.
I wrote a complement email directly to the company and recieved the
most gracious response within an hour :

Dear Frank,

You're very welcome! Thank you for your kind words. We are glad that
our flowers were so well-received. We look forward to assisting you on
your next flower-giving occasion!




Sincerely,


Customer Care Specialist
marthasflowers.com

Customer Service: 1-800-4-MARTHA
(1-800-462-7842)

Hours: 24 hours a day, 7 days a week



I have great confidence in this company now and it's attention to
detail, dispite my original unfounded reservations about ordering from
them.Even though their prices are a wee bit higher...it's well worth
the knowledge that you will get what you pay for and then some.

I wish other companies took a lesson or two from them.

Verizon responded to my shared letter complaint posted July 10th,
2006.

The response was quick, rational, reasonable and much better than I
had expected.

They spent quite a bit of time, effort and responses finding the
actual problem, verifying the problem and offering a solution.

At this point, all of my concerns appear to have been addressed, and
they have really tried to assure my immediate (and continued )
satisfaction with thier product and service.

I expect to be able to close this chapter by the end of the week when
the new phones arrive, with the possible addition of another comment
after receiving the first bill in the new service period.

I feel PlanetFeedback was much more responsible for their response
than any of my previous attempts to address the problem(s) with
Customer Service.

That said, I am very impressed with the response by Verizon and the
time and effor spent in trying to assure my satisfaction.

A Comcast representative responded by telephone on July 11 to my
letter of July 8 in which I complained about access to customer
service. They apologized, thanked me for my suggestions, and offered
a credit on my account.

I really appreciated hearing back from them. PFB works!

Houston's sent me money towards a lunch.

WaWa convenience Store responded to my coplaint on their own website
about an employee who went ballistic on me for no reason. He slid
everything i purchased off the counter onto the floor. Why? I politely
asked for a pack of matches. He slid the matches under the counter and
said "aint gat none buy a "Gosh Darn" "flocking" lighter. The manager
sided with the employee. "He's basically good but has a bad day once
in awhile"
The lady behind me in line gave me her office number and offered to
vouch for me.
What followed absolutely stunned me. I complained not expecting a
response... Corporate acted swiftly to boot both out of the store
(apparently there was more than a casual employee/manager
relationship) My complaint was the staw that broke the camel's back.I
was called on the phone, met me AND the stranger who vouched for me at
the store Introduced me to the new team..Thanked me for my input....
and I won't say much more. They really value their customers and went
above and beyond anything I ever expected.....I still shop there and
recommend them.
Wawa's business philosophy
Should be a model for other stores.

Alliance Data Systems responded within a day to my inquiry about my
WFNNB Crate and Barrel card reporting the incorrect balance to credit
bureaus.

Softsoap responded today to a letter I sent them last night. Granted,
it was a canned letter, but they did mention that something is in the
mail for me.

Beech-Nut responded to my compliment about the quality of their
products, with an e-mail, coupons, magnet picture frame and a
booklet.

Mc Donalds responded to my complaint about the rudeness of their
cashiers in a specific location by sending me a 10 dollar gift
certificate booklet.

Kentucky Fried Chicken did the same.

Mead Products sent me a booklet of coupons for DOLLARS off of baby
formula, this was sent in response to my compliment on the quality of
products.

I think it makes a company look good when they REALLY try to please a
customer.I would most likely return to a place that messed my order up
if I seen that they were doing their best to fix the problem! Im
thankful for this website for giving us consumers a chance to voice
our opinions and let them be heard by the companies under complaint!
Solutions,they just work for everyone!!! Thank you planet feed back!!!

Two weeks ago, I sent a PlanetFeedback letter to United Arilines
complaining about the recent flights I took between
NYC/Dulles/Charleston.

Last week they sent me a very nice letter in the mail, apologizing for
any inconvenience and promising me a voucher for a discount on another
United flight anywhere in the U.S. 50 states. It was a healthy
amount, and I feel very satisfied with both United's response and
PlanetFeedback's help with this issue. Who knows...I may just fly
United again. Thank you, PlanetFeedback!!

Vanessa J.

Kudos to Carnival Cruise Lines for not only responding but sending
actual copies of the letter to PFB to make sure the community knows
they are trying to be responsive. We may not always agree with how
the specifically responded, but we salute the commitment to listening,
and in showing a level of responsiveness.

-- The PlanetFeedback Team

Burger King responded to my complaint by sending me coupons towards
replacing food screwed up in a drive thru order at one of their
stores. The store in question had refused to replace my order by
claiming they had a "4 week limit" on when they co uld do it, and
since I waited 5 weeks, I couldn't get my replacement food. Corporate
told me otherwise, and said my local BK shouldn't have told me that,
that there is no such regulation and food replacements can be done up
to 6 months or more from date of service.

Although, BK only sent me $2 in coupons, and the screwed-up order was
worth $5, at least they got back to me!

Im curious to see who you had contacted because I have been to the
burger king site and there is no complaint number no where! My husband
always gets his order messed up because hes allergic to mayo.He will
even ask them 3 different times if there is mayo on it and they will
swear up and down that there is no mayo!Well tonight he was at the end
of his rope,he tried calling 7 or 8 different numbers and none of them
could help him!We like eating there its just the service is very poor
and they never pay attention to what the order has in it.I really
think they should change their motto,your way right away now,because
it is not correct!!!

I have a statement for Burger King. I cannot find a website that
includes a customer Service email address. I live in Bremerton, WA,
and went through the drivethru today. In these days of local and
international bullying, I really object to their advertizing the
Antbully movie!

Secondly, They are advertizing NASCAR, which is hotly contested in
this area. I, for one, do not want NASCAR here. I will vote with my
feet, and not go to any business that advertizes NASCAR, or movies
that provide a negative connotation for children.

If you can get this to Burger King I would appreciate it.

Linda

Were you able to find an email contact to write to, or did you have to
run through the telephone hoop?

I received a response from Barnes & Noble regarding my letter written
just a couple days ago.

While I did not expect them to revamp their training program based on
my ideas, I did appreciate the opportunity to discuss my viewpoint,
and I feel that they did take my suggestions seriously.

I've written to Bath & Body Works, and they sent a $25 gift card with
an apology.

I wrote to Sears about some less than ethical business practices (they
told me something I was purchasing cost $125, and charged me $169.99
on my credit card). Corporate refunded the difference.

I'm sure there are more I could think of, but I'm lacking coffee in my
system. :)

I recently had a problam with my TV Guide subscription. It
expired without my having received any notices to renew.
This was made even more frustrating to me since I have had a
subscription to this magazine for over 20 years.

No where in the TV Guide itself was there a web site, email
address or telephone # to contact the company. There was only a
"snail mail" address.

I chose to contact them via PFB.

Within a day I received an email from TV Guide apologizing for
not sending me any renewal notices and offered me the renewal at the
lowest rate.

My compliments to TV Guide and to PFB for making this all a quick
and painless process.

has sears ever responded to anything on planet feedback

I was glad to know that Frontier Airlines
actually cared what one of it's customers had to say! I had a very
nice conversation with a customer service person who "heard me
out". He understood my frustration over
"lost baggage"/"lost whole 1st day of trip" and tried to make things
right. It was not exactly what I thought the compensation should have
been but he did try to make it right!! That is ALWAYS
appreciated!!! Thanks Doug S. for the effort!!

American Eagle Outfitters replies!

Another great company who chose to respond:
Chat Noir owned by Culinary Adventures. Good for them!

I had a bad experience with a Motel 6, used PFB to express my
complaint, and received a response in the mail so fast it nearly made
my head spin. Though Iw as *very* dissatisfied with the initial
service, they sent me a letter from the corporate office with an
apology, a promise to send it to the hotel manager for that branch,
and a voucher for a night in a Motel 6 anywhere at any time, which I
used in Monterey and had a great experience.

I have to say, I was very impressed by their response.

I wrote to Radio Shack about an employee who gave us truly outstanding
service. My boyfriend went back to the store yesterday and was waited
on by the same person. He mentioned to the employee that I had
written to Radio Shack and it turned out that, because of my letter on
PFB, Radio Shack corporate headquarters awarded this employee with an
outstanding employee award. We were very happy to hear that they took
the time to read the letter and respond accordingly. And the employee
was very happy to have been recognized.

Another Response!

I got a letter from E*Trade in the mail today. It was in direct
response to my PFB complaint. Some highlights:

"At E*Trade Securities we strive to assist each customer with helpful
and timely service; however long hold times may seem contradictory to
this type of service... no excuse for the long hold times...
management is aware of the situation and we are in the process of
hiring more individuals to address this issue..."

"In an attempt to assuage any concerns you may have, we are willing to
make an accommodation and credit the $60 transfer out fee... Please
allow 10-15 business days..."

Absolutely amazing, I would never have expected that.

Thanks PFB!!!

Couldn't help but notice that Capital One is NOT one of the companies
that rsponds

After trying in vain to get anywhere, Bank of America contacted me
regarding an account problem after I submitted a complaint to PFB. A
supposed "vice president of customer assistance" or something called
me in like three days and settled everything with me over the phone
right then and there. She started with "what can I do to make this
right and keep your business" and she ended with going above and
beyond what I asked. I am still a customer.

Thanks, PFB

Frito-Lay responded to my letter bought how salty their cheddar "Stax"
are. The good part of the response was when they said they'd pass the
feedback on to their quality assurance team. The bad part was the
coupon for free Lay's. I didn't like them...I don't want more free
ones. I just want my voice to be heard!! Now, if they had wanted to
send me free ice cream....................... ;o) But at least I got
a response!

Firestone also responded to my letter. I was NOT PLEASED with my
response from them, since they only denied any problems with the plant
and assured me that 3.50 a day for slashing rubber trees was an
appropriate wage, and I will NOT be using their tires. But again...at
least they responded. I expected them to ignore me.

I posted a letter to the Quality Inn in Dec. 05 to which I received a
phone call from customer service telling me they would have a letter
of appology and a check sent to me within 2 days. However, I never
received anything nor was I ever contacted by anyone again. Its
dissapointing to deal with bad service, but its even more
dissapointing when the company says they will make it right and never
follow through.

Radio Shack responded to my letter on PFB. Granted, it was a letter
complimenting one of its employees, but they did respond - even with a
follow-up question regarding location so that the correct
store/employee could be contacted with the compliment, and again to
thank me for the information and to let me know the employee would be
rewarded.