Today's targets, I mean, participants:
Macy’s Dear STORE, I’ve been a shopper at your store for a good long while, and in my time I’ve come to notice something that I find rather odd. What I find to be of only mild inconvenience, I can see being a very difficult situation for short people. Let me explain. Just yesterday I was in need of some new undershirts (my favorite now are the Hanes tag-less brand. Not only am I just like Jackie Chan and Michael Jordan now, but I’m also itch-free - amazing product, thank you for carrying it). I myself am six feet and five inches tall. My constant point of view is centered from a much higher altitude then most of the general public. You can understand then, that when I look for something the first place I look is the shelf closest to six feet off the ground. Your undershirts, however, are arranged in a most backwards fashion. You see, undershirts (and underwear, socks, boxers, etc...) are arranged with the smallest size, Small, on top and the largest size, XXL Tall, on the bottom. I find it ever so awkward that this arrangement forces short people to literally have to jump and stretch to reach what they want, while forcing tall people, such as myself, to literally get down on one knee to find what they’re looking for. If your intention is to make the shorter people of the world do a little jumping kind of dance for your surveillance cameras, then I’m all for it – comedy is comedy. But if your intention is to make every shopper’s experience that of ease and convenience, I suggest reversing the current sorting and display order and display all your items with the smallest at the bottom and gradually reach the largest at the top. Your store is an example to all the others, STORE, and it’s my opinion that other similar stores follow your lead. If you’re going to set an example, set a logical one – truly be the best that we both know you are. Thank you so much. -Benjamin Smash ps – out of all the shopping establishments I frequent, I love YOUR receipts the best. I can’t believe how much detailed information you’re able to squeeze into that little piece of paper! Thank you again. RESPONSES:
From: macyscustomerservice macyscustomerservice@fds.com Thank you for contacting Macys.com. An Internet Customer Service Representative will research your inquiry and respond to you shortly. Sincerely,
Macys.com Internet Staff From: "Mervyns Guest Relations" Guest.Relations@mervyns.com To: "Benjamin Smash" benjamin@bensmash.com Date: Wed, 17 Dec 2003 09:45:47 -0800 Subject: Inquiry to Target Guest Relations Dear Benjamin, Thank you for contacting us. I will pass your suggestion on to our Merchandise Presentation department for further review and consideration. If you ever need help in locating or trying to get merchandise that is out of your reach please ask one of our team members and they would be happy to assist you. We thank you again for being a valued guest. Please visit us again at www.mervyns.com. Sincerely,
Jackie From: kmartccn kmartccn@kmart.com To: "'benjamin@bensmash.com'" benjamin@bensmash.com Date: Thu, 18 Dec 2003 21:17:42 +0800 Subject: RE: [ Case ="385840" ] Kmart Customer Service Benjamin, Thank you for writing Kmart. We are always interested in hearing from our customers, but we regret that it was this occurrence that prompted you to get in touch with us. We understand that you have a concern regarding that particular store. So we can be of further assistance, please provide us with your complete mailing address and the exact store location of your concern. In the meantime, please accept our apology for any inconvenience this has caused you. Should you have further inquiries, please feel free to contact us at http://www.kmart.com.
Jessica From: "Target Guest Relations" guest.relations@target.com To: "Benjamin Smash" benjamin@bensmash.com Date: Thu, 18 Dec 2003 14:56:24 -0600 Subject: Inquiry to Target Guest Relations Dear Benjamin, Thank you for contacting Target Corporation regarding your suggestion for the layout of merchandise in our stores. Target is always interested in offering products and services that meet the needs of all our guests. We appreciate your comments regarding merchandise layout. Your concerns have been forwarded to the appropriate executives for further review. If you have any further questions regarding this issue, please contact Target Guest Relations at 1-800-440-0680. We value you as our guest and thank you for shopping at Target. Sincerely,
John Lauritsen Save money when you shop at Target. Each time you shop with your Target Visa, you will earn points toward a Target Rewards certificate good for 10%savings on a full day of shopping at any Target store. Subject to Target Rewards program rules. Some restrictions apply to 10% discount. See store for details. The Target Visa is a credit card issued by Retailers National Bank,an affiliate of Target stores. Subject to credit approval. From: macyscustomerservice To: benjamin@bensmash.com Date: Thursday 12/18/2003 4:46 PM Subject: Re: Merchandise (KMM12998522V94350L0KM) Dear Benjamin Smash, Thank you for your recent e-mail. We appreciate you taking the time to contact us. Dear Valued Customer, Thank you for contacting macys.com We value and appreciate your comments regarding your store experience. In order to respond and/or resolve your inquiry, a team specializing in feedback related to our stores has been assembled. To assist in this process, additional information is needed. Please click on the link below and provide the requested information. http://www.fds.com/contact/macys/service.asp ** We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, please e-mail us at macysmaildesk@fds.com or call us at: 1-800-289-6229. Our office hours are Monday through Saturday 9:00 AM to 6:00 PM and Sunday 11:00 AM to 7:00 PM. Sincerely,
Kathryn Harrell My Reply I just had to respond. I clicked the link provided me from Kathryn from Macy's, and I provided the requested information (basically I pasted in my original message once more and this paragraph in a section where I could praise the representative that provided me with excellent service). "Kathryn is the greatest person on your staff. I got an email back from her after sending an email to you, Macy’s, so quickly, with such a tone of urgency, well, it almost made me cry. Just knowing that you had a person on your staff who was so intent on helping out a stranger rearrange undershirts so that shorter people and taller people alike would have an equally easy time accessing them, it gives me faith in the human race. And also, if you look closely, she spells her name with a K and a Y. It’s spelled nothing like the mighty Catherine the Great of older times. She’s helpful AND she manages to also break away from tradition and set a path for herself. I wouldn’t be too surprised if not too far from now there will be a Kathryn the Great!" I hope I get some kind of response from this... From: Macy's Customer Service To: benjamin@bensmash.com CC: Lori.Randolph@fds.com, scott.foley@fds.com, mmoran@fds.com Date: Friday 7/10/2893 3:44 PM Subject: Tell Us What You Think - Smash, Dr. Benjamin Dear Dr. Smash, Thank you very much for a most interesting email. I am sorry to learn that you have had some difficulty shopping in Men's Furnishings at the Union Square store. Macy's West is committed to providing the best possible shopping environment for our customers and we take your comments very seriously. I am submitting your email to Men's Store Manager, Scott Foley for his review and response. Please let me know if I can be of further assistance. Sincerely,
Melissa Moran |
