I went to the hardware store last weekend in search of some sandpaper and stain to refinish a dining table for our deck. Now I get rewards for my home improvement projects.
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Between a. I found this annoying and laughable at the same time. Naturally, the email bounced, so I had to do some investigating to find the right link, navigate to an online form, and lodge my complaint with OSH corporate. I immediately received a trouble-ticket acknowledgement via email, and about four hours later I received a message thanking me for my efforts and concerns.
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Shortly after that, I received another canned message of apology — obviously a blanket response to their screw-up earlier in the day. So between a. It took five full days to send a welcome message for the new program. I know I entered my email and telephone number when I checked out at the register.
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The system is automated, and it should be simple matter to demonstrate how much the company values my trade with a timely welcome. Why do I have to register twice? I registered for this program once at the store with an email and a phone number, then had to register a second time online. This may be one way to address the double opt-in concern but it is clearly awkward.
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No one bothered to test the message server. The feedback loop is clearly broken. When I correspond with editors, customers, or any group en masse, I am damned sure they have a means to communicate with me simply and easily. I try to use my own email address so an email reply goes right to me.
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Barring that, I make sure there is some easy way to respond to an email message beyond the required opt-out option. Two-way communications is the key to any successful campaign. There is no excuse for sloppiness and inattention to simple details. Is this level of incompetence a reflection of the company overall? Maybe the clock they used in their email message is really a ticking time bomb. By way of contrast, I give you Safeway.
Use their featured offer or browse the list to find a coupon that applies to your specific purchase. Whether you're remodeling the house or landscaping the yard, you'll find all of the tools and supplies you need from Orchard Supply Hardware. Visit any of their stores and the expert staff will help you find everything it takes to get the job done. Earn points towards future purchases and exclusive coupons and offers with Club Orchard.
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