FredMcKinnon.Com

OK – It’s always nice to let people know when things go RIGHT … not just when they go WRONG.

I want to express mega-kudos to Staples. A few weeks ago, I redemeemed 10,000 points from my American Express Membership Rewards points for (2) $50 Staples Gift Coupons. Not planning on taking any vacations anytime soon, so I figured I’d save some money on office supplies I need anyway.

Tonight, I was buying a few things from Staples online (including the dreaded, much-FORCED QuickBooks upgrade … I hate Intuit!), and as I entered my first $50 coupon code it said “I’m sorry, this coupon code has already been redeemed”. Same thing for the next one. There was a 1-800 number for customer service. Being nearly midnight, I didn’t think anyone would really answer there.

Wrong was I! This sweet girl named Elizabeth answered and she was awesome. She looked up each coupon, and sure enough – one had been redeemed by somebody in one state, and the other by someone else across the country. AMEX obviously screwed up and sent me the same coupon codes they’d sent other people around the country. She said she was sorry, that I’d probably have to work this out with AMEX, but put me on hold for a while. She apparently went to her supervisor on my behalf, and when she came back on the line, she encouraged me to checkout anyway, and then she immediately put two $53 refunds on my AMEX card I used to pay with. I said “why the extra $3″ and she said “to offset the tax you paid”.

She said that Staples really strives to provide great customer satisfaction. As far as I’m concerned, I’m a customer for life.

Have a great week!
Fred