To thank Kelly for pointing out an error on their website, Pinkberry offered to come to her office bearing “a few yogurts and toppings for some of the hard working people that you work with.” What error could prompt such an over-the-top apology? Kelly tried to visit two separate Pinkberry locations at 11:30 a.m., which Pinkberry’s website lists as the store’s opening time. But! The store’s don’t open until *gasp* noon!
Since so many recent stories relay tales of consumers being seemingly duped or scammed by companies, I thought it might be nice to share an amazing customer service experience I had this week with Pinkberry. After having gone to Pinkberry during my lunch break on two different occasions (also, two different locations), I found that their opening times did not correspond to those listed on their website, so I emailed Pinkberry. The following is a chronological unfolding of communications: (Also, despite being a long-time follower of Consumerist, I finally broke free from lazing around such that I’m currently “auditioning” to be a commenter…not sure if sending in tips helps at all, but what the hell.)
Original Message From Me
Subject: Please Correct Hours
“Good afternoon, I’d like to preface this email by proclaiming my love for Pinkberry and its variety of offerings. I’ve been a loyalist for over three years but have been very disappointed on my last two trips. This past week, on two of my lunch breaks from work, I visited two different Pinkberry locations. On your website, the opening time is listed as 11:30 for both stores (St. Marks and Spring Street in New York), but when I went, the first didn’t open until noon, and the Spring Street location was open, but upon entering, I was told that they were not open until noon. I know it’s only a thirty minute difference, but when I structure my lunch break around it and other errands, it ends up being a huge inconvenience and waste of time. I am just writing in hopes that you will correct the hours on your website to prevent others from making the same mistake. Thanks so much for your time,”
The first response I received was from someone in their LA offices expressing their apologies and telling me that they would forward it to a NY district manager. (There was some sort of legal message prohibiting dissemination of it…)
The next was from the NY district manager:
“Good Evening Kelly,
My name is —– and I am a District Manager with Pinkberry here in New York City. First, I am very sorry to hear about the confusion between the posted website hours and the actual store hours. We were not aware of this and I can assure you that we will be making adjustments right away so that this does not happen again. I know that you have limited time on your lunch break and we are so grateful that you choose you spend this time with us at Pinkberry!
I would love to send you some “Pinkberry on us” cards to thank you for being such a loyal fan of Pinkberry. If you would send me your address, I will have these cards sent out to you right away! Thank you for taking the time to write to us. Your feedback can only help us improve!!!
I look forward to hearing from you!”
But the next was even better:
“Thank you, Kelly!
Please feel free to contact me at —-— if you have any questions!! Do you work near the Spring Street store? We would love to come to your office and give some of the staff what we call a Goodness Business Break. Basically, we bring some of our staff to your office at a time that you choose and we bring a few yogurts and toppings for some of the hard working people that you work with!!! Let me know if this is something that you would be interested in doing and we can set this up right away!!!
I will have your cards sent out to you right away!!!”
I didn’t take her up on the offer, but I was just amazed at their desire to please one minorly-disgruntled customer, when all I really wanted was an amendment to the hours on their website (which has since been made). This may not even be that worthy of note, but I think it adds a little optimism to these Swine Flu, Miss California, party-swapping, recession-ridden times.
(Photo: samantha celera)