I had an encounter with rosesonly.com.au recently that I thought I'd share.
For some background, many moons ago (years) I bought some flowers through their site. It would have literally been a few years ago. A few months ago I started getting spam. It eventually annoyed me so I unsub'd.
I got another spam mail.
I unsub'd again.
Got more spam mail.
So, realising that the "Unsubscribe here" link was useless I went to their website and sent a polite email (no, really) to their customer service asking them to unsub me. I did state that I'd tried twice before and didn't want to have to do this again. I was firm, but polite. I got an email back very quickly apoligising and assuring me that I was removed from their list. Great!
Up and at 'em early in the morning, I get another spam email. So, I shot off another email to customer service, which I will print below.
It begins as follows:
What is it with morons???
I have unsubscribed from you(sic) service several times. After this not working twice, I have sent an email to your customer service explaining that when I want to order something, I’ll contact you. I do not want to receive your spam. I also explained that if I get something again, it would actually ensure that I never, ever purchase anything from you again. I’m assured “IT will fix the problem”.
Lo and frikkin’ behold, if not 2 weeks later another spam mail. Did you fuckknuckles think I was kidding? If I take the time to actually send you a frikkin email telling you I don’t want your shit and you send me more, do you think I’m actually gonna go:
“Well, yeah, they completely and utterly ignored me their past and potentially future customer, but whatever, I’ll buy up big”
“Fuck Off, you’ve been told. And now, instead of just me not buying stuff from you, I’m gonna tell everyone I know, not to do the same, because if you make that mistake, they’ll never leave you alone.”
Take a guess.
If I get another spam from you, I won’t bother sending you an email, I think I’ll start a blog. Done it before. Very successful. Go on send me a spam.
I stand by the sentiment 100%. If you have an unsub button, make sure it works and if you then tell the customer they're unsub'd, frikkin' do it. However, it did lack the more subtle nature of most of my work and just went in fairly hard and with fruity language, which I tend to try and avoid if I can.
What can I say? 6:30am, bit of a nob, I should just get over it. Yeah I get that.
I very quickly received an email apologising and assuring me that I had been removed. Fine!
Today however, I received this:
(Name), personal apology for not having unsubscribed you before you have had to send your last email.
Not sure why this happened. Not our nature to spam anyone.
I know that you have been unsubscribed now.
Best of luck with your business.
Roses Only: Founder & CEO
Well, blow me down! I can't say whether I'll use roses only again or not, but this very quick email from the ceo at least gets them back to even ground. Shows at least someone there cares about what is going on. I still say, get the unsub thing button working 100%, but nice clawback.
Why else am I saying they're back on even ground?
I sent my email from a work address. The ceo sent an email to my work company's public email, addressed to me. So he (or someone at least) took the 30 seconds or so to check the website from my email's domain name and use a public address as opposed to sending me more "spam". Intentional or not, nice touch!
I call out dodgy customer service all the time. I praise good attempts too.
Friday, May 1, 2009