Speaking of Italian shoes, I had another retail drama. This one has a happier ending. I pulled out these Tod's Loafers from my closet. They are old but when you spend hundreds of dollars on Italian loafers, you don't expect the rubber soles to ever crumble.
Yes, you read that right, crumbled like a cake. I emailed their customer service center and this is the response that I got...
As I was about to just throw away the shoes, I decided it would be worth the $8.95 to ship them to Tod's. I googled the US's CEO's name and address and mailed him my old crumbly shoes with a short letter explaining my dismay at the obvious defect in the shoes.
I don't know if the CEO actually saw my old shoes or read my letter but someone in New York did because I did get emails from a nice lady named Anna who explained that the shoes cannot be repaired and they would be happy to give me a credit at the Tod's store so that I could pick out a new pair. Because I did not have a receipt, they would give me the Italian equivalent of a credit. It works out to about 1/2 of what a new pair costs, but I do have a credit in the store and will find something to buy. Thanks Tod's for doing the right thing.
I have always been a great letter writer, even prior to law school, and I almost wrote a book on how to write effective letters, however, here are my three top tips for getting your letter read
1. Don't email. My most recent emails to Target and Tod's were not helpful (remember a robot from Target pretty much insulted me and Tod's did not respond at all. )Snail mail is always more likely to get read.
2. Start at the Top. Obviously if you are in a store or even on the phone with a company, try to get your issues resolved at the time of the problem but if you are dealing with something that you would want to know about if you were running a company, write to the CEO or President. Someone from their office will usually funnel your complaint to the right department. It is easy to find out who is in charge as it is usually public record.
3. Don't be overdramatic or embellish. In your letter write out the problem in a short and sweet fashion. Get to the point but don't lie. Someone could seriously lose their job so keep in mind that only the facts are what needs to be said.
4. Don't complain about nothing. My issue with Target was ongoing and bad. There was a consistent problem with my Target store not being customer friendly. Writing to the CEO of Pizza Hut because one delivery took too long or if your pizza did not have enough pepperoni slices is probably not worth anyone's time.
5. Always write good letters too. Don't be a complainer. For every bad letter that I have written, I have tried to write a good one. Either following up from my original issue OR just writing about a good employee or experience. I became BFF's with one of the clerks at my local Walgreens after writing a letter to her manager about how she always is so friendly and helpful and I have received personal responses from CEO's of Cruise Lines and hotels after writing about great experiences.
So pick up those pens and let me know what I should get at Tods!