It has been a while since I published a letter from one of my readers.
I get several comments via email concerning typical customer service
problems we experience daily, but this letter goes into much detail
describing a particular frustration that may be familiar to many
consumers. The problem is, the customer placed an order online and paid
extra for overnight shipping. The items ordered arrived three days
later. The company is Wal-Mart - the largest retailer in the U.S.
However, as you will soon find out, large does not necessarily mean
good, when it comes to customer service anyway.
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