On Sunday, October 25, 2015 at 6:18:39 AM UTC-4, philo wrote:
On 10/25/2015 03:10 AM, Don Y wrote:
X
Next day, replacement *cover* is in the post. "Put the
defective cover in the box that the replacement arrives
in, attach this label and call UPS for a pickup. We're
sorry for the inconvenience and hope you enjoy your
new mattress..."

So, its not the size of the firm (the "dealership" is a
national chain; the manufacturer is a nationally known brand)
but, rather, the specifics of your relationships with each.



You are right.


I once made the mistake of taking my bicycle to a repair shop even
though I could have fixed it myself.

Lazy I guess.


It fell apart on the way home so I had to walk it for several miles...
then do the right thing and fix it myself.


Called the owner to complain and all she said was,

"Aw isn't that too bad."


Very glad when they went out of business within the next year or so.

In some cases management is dumb enough to totally **** off customers
when it's very easy to do the right thing. My favorite example was
Mother's Day weekend last spring. A bar/restaurant that we visit
every couple months sent us an email about their promotion. They had
a buy one brunch, get the second free deal for Sat and Sun. This
place is part of a small chain, maybe 25 total. We happened to be
near the restaurant that Sat and I remembered the offer. To make sure
it was for both days, etc, I pulled up their website on my phone.
The offer is right on the homepage, says it's for both days, at the
end it says "Make your reservtions now". Now, IDK how you would interpret
that, but usually, if reservations are *required*, it would say that.
I assumed it just meant that you should make one if you want guaranteed
seating.

so, we drive over and it's Sat, like 2 PM, the place is mostly empty.
We get a table, they bring over menus, and there is no mention or sign
of the offer, what you can choose, etc. So, I ask the waitress. She says,
"oh, that's only for tomorrow, Sunday". I tell her that's not what the
offer says. She says she'll go check. She comes back 5 mins later and
says that it is for both days, but you need a reservation. I tell her
that it doesn't say a reservation is required on the website. So, I tell
her in that case, we're leaving. She says "sorry". At the main entrance,
as we're leaving, I spot the manager. I go over to him and tell him what
just happened, and he just says "bye".....

So, now I'm fuming. We had one more stop nearby to pick something up,
so, I figured out I can play their game. I call up, make a reservation
for 20 mins later. We do our stop, go back, get seated, making sure to
tell the hostess that we have a reservation. The same experience starts
all over again. Different waitress, no mention or sign of the brunch deal.
Ask, her and tell her we have a reservation, she says that she doesn't
know about it, etc. So, she has to go check. She comes back and finally
tells us how it works, etc.

So, here you had a really dumb manager that would rather **** off regular
customers than give them the promo that the restaurant had invited us too.
Even if their intent was that you had to make a reservation, with the place
mostly empty and us standing there, would it have been so terrible to just
say, "No problem Sir, we're happy to have you?". When we were done eating
I was keeping an eye on the manager, because I wanted to tell him on the
way out that I hoped he was happy now, treating us that way, etc. But he
had disappeared into the kitchen. When I got home I
went to the corporate website, filled out a complaint. I told them how
their manager had totally alienated two customers that were regulars,
when the correct solution was simple. I told him that IMO, it was shocking
that guy was even in the hospitality business, let alone a manager. Within
two days
I had an email from the GM at the local restaurant, apologizing and admitting
that it was all their mistake, the crew had not been properly trained, etc.
He offered to send some gift certificates, which he did and a few days
later I had two $10 gift cards good for 6 months. Just used the last one
a week ago. Which is a funny thing. After the incident, I was OK with
them again, but still didn't go back for almost 6 months. Not on purpose
really, it's almost like a subconscious thing, they were off my radar.
Which shows you the damage some dope can do. Those two recent visits,
no sign of the idiot manager either.