We Make Progress on our Freezer Purchase

Well, we must say we are very impressed with the rapidity Head Office of The Warehouse responded to our complaint of no 300 litre freezers available for us. Follows, the chain of correspondence since our original letter :

Good afternoon Jennifer,

Thank you for contacting The Warehouse regarding the in-store special of the 300L freezer over the weekend.

As this promotion was a store-only offer, these terms and conditions are at the discretion of the store involved and the item in question was in extremely high demand over the weekend.

Also, each store has its own policies on laybys and rainchecks around Christmas due to the nature of retailing in this busy time of year.

However, what I will do for you is contact the manager of The Warehouse Masterton in order to gain some feedback on your circumstances.

In the meantime, please forward me your contact telephone number, the name of the staff member, time of your visit and any other information that we can use to investigate this for you.

Regards
Alfonso

Customer Services Advisor

We then had another email from Alfonso the next day :


Good afternoon Jennifer,

I have just heard back from The Warehouse Masterton who want me to forward the following response:

Hi there,

thank you for bringing this to my attention Is it possible to know who Jennifer spoke to on Saturday. Could she narrow down the time for me?

For a number of reasons:

We had 4 going into Saturday, the display and 3 boxes that were merchandised behind. I personally worked nightfill Friday night and know this was so. We sold 3 on Saturday and the display model we sold on Sunday We most always have the 300l chest freezers in stock. (You can look at Itran to verify this) In regards to the advertising, it was a 2 day deal and these are advertised on tv, not in mailers and are promoted instore with the flyers. Could you let them know if they sign up to the website they will get this info in advance, as well as other family and friends exclusive deals.

I am more than happy to honour the weekend special when we receive more in

Also can you please forward your contact number and I will get them to ring you.

Regards

Alfonso

We replied :

Hello Alfonso

I've found the docket from the Masterton store. On Saturday 11 December we purchased at Till: 136H @ 4.33pm DK 68583. 'Deanna'? at the till directed us to the Returns/Enquiries counter to ask about the freezers, where we waited for service approximately 5 minutes; so we would have started talking to the female employee at that department about the freezers who gave us the information as already detailed to you at about 4.40pm. I'm sorry, we don't recall her name. There were two of us - good looking, middle aged females. We believe the employee has shortish wavy brown with red highlights hair, possibly glasses, mid 40's or so. Very pleasant.

Our contact details :

Jennifer ... and Denise ...
Carterton

Cheers and thanks for your swift attention to this matter Alfonso. May you and yours have a very Happy Christmas

Regards

And next day we heard again from Alfonso :

Good afternoon Jennifer,

Thats no problem we are here to help.

Jennifer, I will forward this to the store manager in order to get a
resolution for you.

If they have not contacted you in the next few days please let me know
and I will investigate further.

Thank you for your email and if you need any further assistance, do not
hesitate to contact us.

Merry Christmas
Alfonso

Customer Services Advisor

We'll give it a few more days and wait to hear from them. We visited the Masterton store yesterday and confirmed they have no 300 litre chest freezers for sale. Just goes to show it was worthwhile following up. (Mind you, they could work it that none will be available until about August next year ...). Will keep you posted