Borders Apologized to Me

January 8, 2009 at 5:40 pm | Posted in Uncategorized | Leave a comment

I almost forgot to post an update about the Borders Bookstore incident. On January 1, I received a message from Ashley at Borders. I thought the message was nice. Here is the message they sent me:

Dear Ashley,

Thank you for contacting Borders Customer Care and making us aware of your concern.

I would like to apologize for your experience at our Barboursville – Borders. The situation you describe doesn’t fit with the high levels of customer care that we train for and expect our employees to deliver, so we are concerned when we hear about this type of interaction at one of our stores.

I am forwarding your comments to the General Manager for the store and the District Manager for the area. It is our practice to pass on any feedback regarding customer experiences in our stores, such as the feedback you provided, to the GM and the DM. It is our belief that they are best equipped to address feedback from customers regarding experiences in their store(s). I am sure they will be grateful to receive your feedback so that they can rectify the situation.

Again, thank you for taking the time to bring this matter to our attention. If there is anything else we can do for you, please let us know.


Borders Customer Care


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