I recently bought something on Amazon, which order was filled by another vendor. That second vendor screwed up part of the order, requiring some more email correspondence on my part. The error was fixed, but I left negative feedback on the transaction at Amazon. My feedback was honest: the original transaction went perfectly, but when I tried to redeem a $20 coupon the vendor sent me the transaction was error-prone, and I was charged the $20 instead of it being credited.
Today I got this email:
Thank you for providing an opportunity to be of assistance.
This is with regard to your order number .
We express our profound apology for the complexity you have experienced during the purchase process from our online store. We are sorry; it was purely unintended.
We would like to inform that the $20.00 gift coupon issue was resolved on the order number . We have applied the gift coupon and provided the refund to your credit card on 6/26/08.
We request you to remove the negative feedback posted on Amazon and we will be more than happy to refund on the shipping charge ($6.95) on the order number .
Please feel free to contact us for further assistance.
to which I replied:
Thanks, but no thanks. My honest feedback is worth more than $6.95. Your company had the opportunity to do this right the first time and largely blew it. Your time would be better spent training the customer service people in India with whom I dealt. If my experience is an isolated instance, your overall feedback rating will still be fine; if it is more common, future customers deserve the warning.
What say y'all? Did I do right, or should I have accepted their apology and removed my negative feedback? I will stand by my action, but I'd like to hear some more opinions.
Here is a little more information. After I sent my reply I checked the vendor's ratings on Amazon.
Their feedback ratings are definitely improving. Is it because they are doing a better job or because they are buying the approval of dissatisfied customers?