Tuesday, December 23, 2008

She Said, He Said

She said:

Hello Isaac,

We recently received your King Bloom Lavender duvet cover and I am afraid we will not be able to replace the duvet cover for you.

Amenity is happy to accept any item that has not been used or washed and if the discrepancy had been found before use, we would certainly be able to help.

Upon review, the duvet cover appears to have been heavily used and washed. Given these circumstances it is company policy that the return cannot be accepted as a manufacturing flaw.

We are truly sorry for any disappointment this may cause. We are due to return your original purchase to you and as a good will gesture, we would like to offer you a choice of any amenity pillow.

Please let me know which pillow you would like to receive and we will make sure they arrive as soon as possible.



He said:

Hi Helen, thanks for getting back to me.

I can assure you that the duvet cover has never been used and has been washed precisely once before it was returned to you---the defect became apparent when spreading the item out after washing, which is the first thing we did when we unpacked the thing. Never at any point has the duvet cover even been on a duvet, although it did sit folded on the floor for a couple of weeks while waiting to be returned to you.

To put it very mildly, I feel wholeheartedly let down by your response. The Amenity Home web site dares to mention "nature's flawless elegance" while our duvet cover, however elegant, was flawed at the moment we bought it. Your proposed good will gesture falls substantially short of Amenity Home's actual moral obligations here, and I will certainly not be salving Amenity's corporate conscience by taking you up on your offer of a compensatory pillow.

In fact you can keep the duvet cover too---please do not waste any resources returning to me a faulty product for which I have no desire. If ever I require a defective duvet cover with a hole in it I'm sure there is a wealth of cheap and cheerful options available to me at my local goodwill store. I was, though, rather hoping that spending significantly more (I paid $378.67, including tax, for this item) might get me a defect-free product from a company prepared to do the right thing and stand behind the quality of their products. I guess not.

I know this isn't your fault personally, Helen, but "disappointment" doesn't come even nearly close to capturing my mood. I am outraged. Please do me the favor of passing on my utter disgust to those in charge at Amenity. The mind boggles at how a "company policy" like this---generating such bad will in a first-time Amenity customer---could possibly make business sense. You can rest assured that for my own part I will be getting maximum value from the $380 cost of my education about Amenity Home by passing on my learnings to friends and colleagues.

I wish you, Helen, a Merry Christmas. Amenity Home, not so much.


After that he uploaded a new old photo:

5624 A

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