A few weeks ago I e-mailed Coffee Bean telling them that I've been having trouble with their cups. They would start leaking from the sides after only getting to my car with the cup! Here's the picture I sent them:
Anyway, I e-mailed them this picture just letting them know that this had been happening to me quite frequently with their small size cups. Truthfully, I didn't expect a response. I mean, they're a large chain so I figured they had bigger fish to fry than responding to a little e-mail like mine.
To my surprise I got a response the next day! A woman e-mailed me back, apologized for the inconvenience, said she'd like to treat me to a few cups of coffee and even offered to send me one of those cool Coffee Bean tumblers. You know, the kind that legit coffee drinkers use. She also ensured me that she would be showing my picture to the paper company they use.
Now, I know they have to "be nice" and helpful and "care" about my little "coffee cup" issues and its just an e-mail... Let's be real, who knows what she really thought of me but her e-mail truly made me feel appreciated as a customer and that's what matters most. I did not e-mail them expecting a gift, or even a response really, I was just voicing my concern about their cups. I loved their coffee, I just hated it leaking all over my car!
Fast forward to today... my insulated Coffee Bean tumbler arrived and a $10 gift card!
Have you ever sent an e-mail to a larger company to voice a concern/complaint/compliment? Did they respond?