"Dear Ms. Li
As part of our monitoring of customer service, we regularly check internet review sites, facebook and twitter to ensure we are aware of feedback both good and bad from our customers. We have come across your blog of 19th March regarding your cake and your unhappiness with way in which I dealt with the issue.
I am so sorry if I caused you any offence in the way I dealt with your complaint.
Re-reading the emails I sent to you I can see why you were not happy, especially as in the first email I had mistakenly typed ‘could’ instead of ‘should’ (which you will notice was written in my second). The typo completely changed the tone of that initial email and I can quite understand that you felt this was not right. Regarding my first email not containing an apology for the problem with the cake, as the Café Manager had already spoken to you and expressed her apology on behalf of the company I did not feel I needed to repeat this; I am sorry that I misjudged this. I usually ask for a photograph of the cake in question as this can sometimes show up an issue that might explain a problem; I can see how that may not have been immediately apparent.
Other than the letter that accompanies a complimentary voucher, we always write individual replies to all customers and believe that the vast majority of customers are satisfied with the response they receive. I will of course be looking at how I can improve personally on this issue in the future.
Please once again accept my apologies. I am glad your voucher arrived safely and I do hope you enjoy your next cake.
Regards
Jane Duncan
Brand Excellence Manager
PATISSERIE HOLDINGS LTD"
I tried to do a print screen of the e-mail but was too large to fit in this blog. I thought I'll show these to you guys because I don't want to seem biased. Ms. J.D. wrote a long e-mail after reading my blog, it shows that social media these days play a big part in every business/ organisation. Anyways, I do appreciate that she wrote this e-mail.
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