<p>What’s the best way to send a consumer complaint? I’ve just had a doozy of a bad experience with a hotel where I attempted to schedule a group event. I want to send a complaint in the most effective manner. I don’t want a drone to telephone me and say we’re so sorry and have a free night on us. I want a VP of something or other to call me and spend 20 minutes begging for my forgiveness. </p>
<p>This is an issue of gross incompetence but not legal accountability, as I’m out time and frustration but no money. It’s a major hotel chain where we’re supposedly highly valued “Gold” customers. :rolleyes: I’m not doing this to get extra points or free stuff. I have a very credible complaint and I want a personal apology from the guilty party as well as someone higher up the food chain. Does this ever happen?</p>
<p>So what do you think - are email complaints taken more or less seriously than something on a nice quality paper? Would FedEx create a touch of drama? What have you done when you need to send a serious complaint?</p>
<p>I would address it to the CEO or similar person high up on the chain; the name can usually can be found online, and make it return receipt requested. If it is signed, you will know it was received. This can be done through USPS, FedEx or UPS.</p>
<p>I had a billing error with Hyatt in the Fall. I called their customer service number and was met with an incredibly rude agent. I could not believe it. I then sent a strongly worded email and got an appropriately handled phone call in response.</p>
<p>I’d start with an email then work your way up if not satisfied. good luck!</p>
<p>Find the name of the CEO or the VP for Customer Relations; it should be readily available online. Send that person both an email AND a snail-mail (USPS, with return receipt) describing the incident. Why both? Well, it’s more likely to get there. (Congress, for example, has to screen their physical mail, so email works better; some companies screen their email. Few screen both.)</p>
<p>Your letter should describe the incident and indicate your preferred solution to the problem. Saying you’ll never do business with them again really doesn’t help (even if it’s true), because then they have no incentive to try to help you.</p>
<p>“I want a personal apology from the guilty party as well as someone higher up the food chain” or “I want a VP of something or other to call me and spend 20 minutes begging for my forgiveness.”</p>
<p>You want to give them twenty minutes MORE of your time?</p>
<p>:D You know, I hadn’t thought of it that way, Shrinkrap! </p>
<p>I’m already in for many hours, though. I want genuine recognition that I was wronged, and a sincere apology. Don’t even want the chief idiot to lose her job. But I certainly don’t want one of those meaningless “I’m sorry IF you were upset” communications.</p>
<p>Many years ago I was publicly confronted at a conference by a disgruntled sales rep who berated me because the volunteer organization I represented wouldn’t sell his company’s product. It was crazy. I was a lowly nobody staffing a display table; he looked like a successful bigwig. He refused to allow me to speak, raised his voice, and just generally vented his displeasure at little old me. I realize now that he made himself look foolish, not me - but at the time I wanted to fall through the floor.</p>
<p>I complained through official channels and got lots of handholding. When I said I wanted a personal apology, I was reassured that of course I’d get it - we can’t have our salesmen treating you important volunteers like dirt! His apology was beyond condescending and structured to make it seem as if I was the hysterical female who just didn’t understand how business is done. </p>
<p>So I want a better apology than that one. Maybe it won’t take 20 whole minutes. :)</p>
I agree - it would be fun to blow like Mount Vesuvius, but I’ve written a very direct, professional-sounding letter instead. Can’t wait to get to the post office on Monday morning!</p>
<p>We recently had a bad experience with a gate agent at Southwest (openly disparaged disabled passengers in front of the rest of the passengers after they boarded among some other issues). I took note of his name, the gate #, the airport, etc and sent a strongly worded complaint through their website (that was their preferred method). I have to say they handled it well - they contacted me immediately to let me know they were having my complaint handled directly by the department necessary (I forget which one) and would respond within 30 days. They did and they sent a $200 voucher along with an apology that was not canned. The voucher was a nice touch as we merely wanted to make sure the gate attendant’s attitude wasn’t repeated. I imagine the voucher was due to the additional issues my DH had that I included in the complaint (DH is not an outwardly disabled person and this guy was very rude and judgemental, and DH was one of the passengers that had already boarded when the gate attendant started spouting.</p>
<p>I really like Southwest so I was very pleased they seemed to truly handle the issue. I’ll certainly fly with them again!</p>
What have you done when you need to send a serious complaint?</p>