(Originally Published December 2010)

On Black Friday, I stayed at home.  Instead of fighting crowds, I browsed the web a bit and made a purchase at a place we’ll call Paper Clips with a coupon I found online.  Pretty good deal on a pretty minor expense, but I figured to count myself as a happy consumer.  (note to self: read your own blog to find out where not to shop).

Happy was I, until I checked my account six days later when my order still hadn’t arrived.  They didn’t call.  They didn’t send an email.  They never mailed a notice.  They just canceled the order.  And, apparently, I had to discover that for myself – they were not going to tell me.

I wrote them a note.  I can live with the cancellation, but I expected to be told.  That was my message. 

I received a wonderfully personal reply (?!).  It basically said, “We apologize for the confusion.” (I didn’t have any) “We take your comments seriously.  I’ve sent you a courtesy voucher via email – you’ll get it in 48-72 hours.”  (didn’t expect and didn’t ask for that.  Nice!)  “Here’s our policy and why we canceled your order.” (I don’t care about your policy, but thanks.)  “Call us if you have any concerns.” (Or if I’m lonely?  Again, thanks.)

That was nice.  The way it should be handled.  Until…

We’re now 144 hours out and…  no voucher.  And no explanation (surprised?).

Really.  I can live without the voucher.  I didn’t expect it.  I just wanted honest communication.  But if you tell me you’re going to send it, and don’t, that’s FAR WORSE than doing nothing.  I can think of a zillion reasons why the mystery voucher didn’t come my way.  None of them are valid. 

By the way.  Paper Clips, this is easy.

Don’t make promises to customers you don’t or won’t keep.

Communication matters, what are you saying?

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