Category Archives: Letters

Letter or email conversation with companies or their customer services

Stinky Storage Cube: Kmart

Hi,

A couple of days ago, I bought a 3-pack of small, dark blue, collapsible storage cubes from the kid’s section at Ashfield Kmart. Since opening them, a god-awful smell has been emanating from them – stinking up the areas of the house where they are. Continue reading Stinky Storage Cube: Kmart

More Australia Post goodness

I logged into Auspost and saw that the ‘Customer Enquiry’ I had lodged on Monday had been marked ‘resolved’ by someone on their end. So I disputed that it had been resolved and was given the opportunity to ‘update’ them. The space was limited so I had to heavily edit my rant. I’ve pasted it below. I tried to be polite, and I think I mostly succeeded. I just hope they don’t start shitting in our letterbox.

Some back story: I signed up for the parcel lockers in November this year. I verified my identification and soon after received a ‘MyPost’ card in the mail. The most recent parcel I picked up from the parcel lockers was on Thursday 15th December. End back story.

In relation to this parcel that was taken to Campsie PO instead of the parcel locker – I authorised an agent to go to Campsie PO and collect the package which he did so yesterday. When the parcel was finally located, my agent was lectured at by an Auspost staff member who said that it was my fault I didn’t receive the parcel earlier because I didn’t have any contact details on my Auspost account. This parcel, according to the tracking, has been sitting at Campsie PO since Tuesday 13th December. Two full days before I last collected a parcel FROM THE PARCEL LOCKERS. I’m not sure how my contact details were missing on the 13th of December and then suddenly reappeared on the 15th of December, just in time for me to be notified about my most recent parcel locker pick up. So strange!

Continue reading More Australia Post goodness

Computer says no at Westpac

Dear Westpac Person,
I am writing as I have been unable to resolve a matter with you over the phone.
To outline the problem for you, I have one recurring payment set up for my rent to be taken out fortnightly. I have had issues cancelling payments and setting new ones for some time – for example, when our rent increased in April, I set a new amount to $R2 to be taken out.  For some reason, this payment did not stick and it reverted back to $R1 for a couple of weeks until I noticed it.
I cancelled this payment, and set a new recurring payment.  This seemed to work , and $R1 was taken out successfully last fortnight.  This fortnight however, the $R1 recurring payment had resurrected itself, and both amounts were charged off my account.
This has resulted in my account to be overdrawn by $XXX, and though it is a small amount ($YYY) that I would have had  left for the fortnight, it pays for basic needs like fuel, food and so on.

Continue reading Computer says no at Westpac

Café Press

I think there must be a problem with your postage calculator. I wanted to order 9 3×3 stickers. Postage came up at $72. Surely this must be a mistake? I sent a 2kg plum pudding to France last week and it cost $93. And I know we are in Australia, but we are on the same planet. It’s not like you to have to have someone deliver the stickers to NASA and have them sent on a rocket to the space station.

Continue reading Café Press

Leaving AGL, again

Somehow after having left AGL for the more decent looking Australia Power and Gas, the latter got bought by the former. We were back with the very company we didn’t want to buy power from to start with. After yet another hefty bill, though we were under the impression, from prior communication, that rates would remain the same, we decided to go away, again.

Chart of gas consumption and costs
Chart of gas consumption and costs

So we did. But AGL didn’t quite see it this way, and started literally harrassing us—we got called up to seven times a day on a few Sundays, and asked every time not to be called again—with various offers or covert attempts to get us back, under the guise of getting confirmation that we were leaving.

Continue reading Leaving AGL, again

Lincraft

Dear Lincraft person,

I would like to make an enquiry and an complaint.

I was in Lincraft, Alexandria this afternoon.  I was buying wool, Cleckheaton Country Naturals, Charcoal Lot: 786239.  I need 9 balls. The store only had 5 . I bought the five that were there, and asked the sales assistant whether I could order in the remaining balls from another store.

She said she didn’t know, and she did check other stores stock, and suggested that I go to Miranda or Blacktown. Not going to happen. Now I am sure she has the best intention to pass this information along for me, but as she wrote it on a post-it note, I can’t help but wonder if it will reach said supervisor.  Post-it notes are not the best means of communication.

I looked on your website just now, and Cleckheaton Country Naturals is not something that is available to purchase online. And even if it was, I would be a tad cranky about having to pay $8.95 for delivery, counting I can go to Alexandria to get it.

So, can you please organise 5 balls of the above wool to be shipped to the Alexandria store so that I can pick it up when it arrives?

In regards to the customer service, I’ve got to say that it is a bit disappointing. This is the third time that I have been into the Lindcraft store at Alexandria with a question about a product, and the only help that I have received is from very young women who

  1. don’t care about their jobs or,
  2. have been really badly trained and,
  3. seem to know nothing about arts/crafts/sewing, etc.

Please let me know about the wool,

Regards, J. Cuthbert

I didn’t ever get a reply from them, but found this awesome place

www.wondoflex.com.au

A lady from there rang me after I had placed my order and told me that didn’t have the dye lot that I requested but had another that was very similar. As I am newish to knitting, she helped me ascertain that I was using the right ply etc.   Customer service that has years of experience and a genuine want to help. Amazing!

Tip Top’s Grab and Go are, unfortunately, not Hot Cross Buns

Dear Sir/Madam,

Please put more spice into your “Grab and Go” breakfast rolls.

For years I’ve thought that a bread company such as yourselves should make hot cross buns all year round, but without the cross of course, since it might upset a few people.

Anyway – I thought that you had at last done this. They look like hotcross buns, without the cross of course. Imagine my disappointment when eating one just then (as my afternoon snack, not breakfast, though I don’t think that this would change the flavour), to discover that they are just a sweet bread with fruit. No spice.

Please reconsider putting spice in. Everyone has forgotten about Easter for the year. And then just add sneaky crosses to the same recipe next year, and charge extra for them.

Thank you for taking my concerns with the upmost seriousness that they deserve,

Yours sincerely,

Jenny Cuthbert Esq.

NoteMaker: Consistently Good

Dear Sir/Madam,

This is the third order that I have placed with you (the first was before I created an account I think) and each time I have ordered with you, I have been impressed by the order status update communications, and the speed with which you dispatch and deliver the items.

Each item that I have received from you (some Noodlers Ink and a notebook – stationary porn!) have both been of the highest quality

Woolworths: Fishy, but Promptly Corrected

Dear sir or madam,

Please check your “fresh” fish.

At the end of a long day, and having the rest of the needed ingredients, I decided that I fancied home-made sushi. All that was missing was a couple of nice salmon fillets.

I went to the fresh seafood section of my local Woolworths, at Wolli Creek, and was served by a very amiable clerk who selected for me two fillets of what appeared to be the best salmon on display (or at least, the most expensive).

Back home, as I was readying the fillets to be assembled into tasty bite-sized rice delicacies, I noticed an unusually strong fishy smell emanating from the freshly-bought fish. A further taste-test confirmed my suspicions: both fillets, though labelled as fresh in the store, were clearly past their due date.

Beyond the $12.99 paid for the 400-odd grams of fish, I let you imagine my deception, contemplating a fish-less sushi meal, which was only saved with a random steak and a quickly created teriaki sauce.

A reply email came the next day.

Dear O.

At Woolworths Supermarkets we have a huge selection of brands you know and trust.

The quality and integrity of our products is of utmost importance to us and if you are not completely satisfied, we will cheerfully refund the purchase price and exchange the item as part of our Fresh and Free Guarantee.

Please take your item packaging back Salmon Portions Sknd Boned Fresh x2 which you purchased for $12.99 to your local store and the customer service team will be more than happy to look after you. This way we can investigate the batch for future reference, If you have any further queries please feel free to contact Juliana the store manager on (02) 8035 9281 to discuss the matter further.

If you no longer have your receipt of purchase, please take this letter with you as proof of purchase.

We appreciate your feedback and we thank you for shopping at Woolworths.

Yours faithfully,

Werner
Woolworths Customer Service Team

And indeed, next time I went to Woolworths, the attendant happily offered a refund. The easiest was to add this as a discount on other purchases, so I bought a few needed items. They also offered to replace the fish itself at no cost, but the sushi opportunity was past, so I didn’t get it.

I’d hope to see such very decent customer service more often.