Thanks for the post.
Customer Service is a deceptively difficult job, and the team at Adagio is the very best in the business. If you don't believe me, simply look at all of our online ratings, all done by independent companies.
You see, the job of Customer Service Rep is not only to try to keep customers happy, but to do so with good business sense. A customer service staff that refuses to correct any
errors is obviously lacking. On the other hand, one that will give away tons of free stuff simply because the customer complains a lot is also not a good staff. A staff that is able to find a reasonable compromise that is fair to the customer yet doesn't overly punish the company is the ideal staff... But the customer has to be reasonable, too. Otherwise, the attempt to find a compromise is worthless. If the customer refuses to compromise, then ending the conversation is definitely the most efficient use of time and energy.
Now, you've been trying to make a commotion all over Adagio today (even me, your favorite Adagio Maestro, has gotten word of this!) simply because of a free sampler
missing -- from an order that didn't even qualify to receive it. We sent this offer to only existing
customers... kinda like a VIP invitation. So if the offer was used by someone other than the "VIP", we recognized it as invalid and wouldn't include it.
I kindly ask two things of you:
1. Be reasonable. Our service rep. kindly offered to send it with the next order (even though it didn't qualify), but you demanded that it be sent individually. The postage cost of sending a free sample *on top of the cost of the free tea itself* is an unreasonable loss for Adagio to take (considering that this would be setting a precedent, we'd have to send them to everyone who didn't qualify!).
2. Please don't try to air your dirty laundry on this bulletin board until the issue has been completely resolved. At least give us a chance to find a solution. Emailing us once
to demand the owner's contact info is not helping move things forward. I hate answering these posts, and not because i dislike seeing criticism about Adagio (we're very open to feedback-- that's the point of this folder!), but because I do not like to publicly discuss individual problems. It's just embarrassing to all parties.
PS... To anyone who is interested in learning more about business theory and handling Customer Service issues, there is a great book called Killer Customers
that I just finished. It purveys some revolutionary concepts!