Eddie Bauer, the Response

It took several weeks, but Eddie Bauer headquarters finally responded to my criticism of their hyper-aggressive retail sales staff. I'm proud to have my comments shared with their "leadership team" and sincerely hope that some heads will get banged together over their foolish, heavy-handed, utterly repellant customer stalking. Perhaps it's time for a re-visit, unless of course this email was written with "AutoResponder 7.0 software" and the corporation is so bureaucratic that it takes weeks for leadership to actually read and react.

"Dear [eValue-ator]:

Thank you for contacting Eddie Bauer regarding your recent experience in our store. I am pleased to hear that you have been such an ambassador of the Eddie Bauer brand for many years. However, it is always an immediate concern to hear when a customer is disappointed in our service. I genuinely apologize for any dissatisfaction you experienced during your visit.

We do ask our sale associates to follow five requirements that include greeting the customer and asking questions to ascertain the customer's needs to help them find what they are looking for. Certainly, your indication that you were simply browsing and did not need further help should have clearly defined your needs.

At Eddie Bauer, we strive to develop a sales staff that is attentive and enhances the selling experience by listening to the customer. Assistance should be offered but not forced. From your description, it certainly sounds as though we failed to listen to your needs and respond appropriately.

I appreciate the time you took out of your schedule to write us regarding your shopping experience. We take great interest in our customer’s feedback on the products and experiences on which our brand was built.

It is our practice to share customer comments with the leadership team responsible for your experience. We can only hope that you will remain a loyal customer and allow us another opportunity to extend to you the premier level of satisfaction our company demands.

Sincerely,

[name of responder]

Office of the President

Eddie Bauer"