Target: Fixing Customer Service Problems Matters

What do we expect from companies when they do not keep a promise? Target offers newlyweds a coupon for 10% off any items on their registry that they did not initially receive. For one couple a entire year passed and they still had not received their coupon. Alexander (1/2 the couple) sent a letter to Target CEO Greg Sterinhafel that began: "I am very sorry to bother you with what I feel should be a minor issue, however, I want you to know about the complete lack of customer service I have received from your company. I was engaged to be married in August of 2008, and when my now-wife asked where we should register, my first response was Target. I am a loyal Target customer, and have used your stores to buy for many friends who are now married, I have always enjoyed the experience. We registered several months before our wedding, and enjoyed scanning our items in the store, and adding items online. She was also happy about the fact that we would receive coupons to use in the store, and online, to purchase items we did not receive." (the rest of his letter can be read here)

Alexander received a reply from customer service inviting the couple to their local Target to receive their 10% discount, as well as a $25 discount. Alexander took the appropriate method of writing Target to let the company know about the couples disappointment but never went over board. Did Target do everything it could to maintain a relationship with the couple?

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Posted by GetHuman on Mon, 2 Nov 2009 12:55am