#20
Wed, January 09, 2002
They filed the following rebuttal to the above Rip-Off Report: Their email: [email protected] Their name: Brook Crookston Their phone number: (619)294-2000 Their relationship to the company: Owner Rebuttal: I am sorry to hear that this customer had such problems contacting us. Regrettably, we had some delays in responding to customers during the 2001 holiday season. I'd like to give some background as an explanation of why we may have not responded to this customer as quickly as we usually do. After the events on September 11th, our orders dropped off sharply and we had to cut our workforce to offset the loss. When orders picked up again quickly, we were caught off-guard and unfortunately, were unable to increase our staffing to maintain our typical one-day response time during the holidays. This, coupled with problems with our phone system, meant we all had to put in extra effort (sometimes working 12-14 hour days) to get orders out as quickly as possible over the last month. Of course, the circumstances of this holiday season in no way excuse our poor response time in this case. However, without knowing who this customer is, it is difficult to write an adequate explanation of exactly where things went wrong and how we can make it up to him. We are currently up to date with customer contacts and our phone system is being repaired so that every customer will be able to reach a representative during normal business hours. We can be reached at (888) 442-7227. Brook Crookston Customer Service Supervisor