Hard Rock Sends Collectible Glasses To Make Up For Gaffe

A mix-up at the Hard Rock Cafe gift shot left Simon with different keepsake booze glasses than the ones he tried to buy. He sent a letter to the restaurant’s GM, who made things right. Simon writes:

Just thought I would drop you an E-mail about an experience I had with the hard rock café in Washington DC this week.

My mother and I went on vacation to Washington DC over thanksgiving this year. WE had dinner one night at the Hard Rock Café there. The service, food and drinks were all great. WE both purchased drinks that came in the collectors hurricane glasses. After the meal when we went to pick up the glasses in the store we showed our receipt to the cashier and she put 2 glasses in a bag for us and we did some other shopping. Fast forward to 7 days later when I unpacked the glasses and found out that the hurricane glasses were actually pilsner glasses. While I do not have a problem with this, one of the glasses was for my sister who is collecting them. Yes I know I should have probably checked them sooner. I live in NJ so I could not easily go back to the café and make a switch.

I sent the following e-mail to the customer service address on the Hard Rock Café Website.

“Good Afternoon,

My mother and I recently visited your Hard Rock Café Location in Washington DC on Friday November 27th 2009. . We had a good experience with the waiter and the food and drink were both good.

We purchased 2 Hurricane drinks in 2 collectors glasses. We picked up the glasses in the gift store after we finished our meal. However I opened the boxes for the glasses today and both glasses are pilsner glasses and not the Hurricane glasses. One of the glasses was for my sister who collects the hurricane glasses. Is there anything that can be done about this to get a hurricane glass from the Washington DC store. WE live in Lawrenceville, NJ and were only in Washington for a small vacation.

Thanks for any assistance you can give me.”

About an hour later I got a phone call from a general manager of the café who said someone had forwarded him my e-mail about the mishap. He was sorry that this happened and he would be sending out 2 hurricane glasses within the next couple of days to make it right. On top of that I can keep the 2 pilsner glasses.

I really did not expect anything to happen and especially not as soon as it did. I am very pleased with the Hard Rock and the handling of this situation.

Simon got a couple of free glasses out of the deal, thanks to follow-up customer service that rocked like a hurricane.

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