The invitation saga

(Slightly edited to keep identifying info out)

Date: Monday, March 19, 2007 7:29 PM
From: Katie Kelley
To: "InvitationStore"@________.com
Subject: thank you and a concern

Ms. X,

I would like to thank you and your staff for helping me today on the phone with an error my fiance and I discovered on the invitation order we placed yesterday. I appreciate being able to change it - and I hope my fax made it through ok after your power outage! It must've been a crazy day!

Unfortunately, I think your staffer A. yesterday must've misunderstood your policy when she told us that ALL of the pieces we ordered - our invitations with the matching reply card and reception card - would all be 50% off [because of your current special]. She even showed us the numbers and told us the figure we would get back.

Today I was informed that would not be the case, that the reception and reply card are only 30% off.

The picture on your web site is also quite misleading as several of the cards obviously state RECEPTION on them. With the headline that invitations are 50% off, it would lead people to obviously think the items in the picture are part of the 50% off deal.

I would urge you to communicate this information to your staff so further misunderstandings do not occur. I would also like to suggest that a better representative picture be placed on your Web site, and that staff be clear up front that all invitation enclosures are NOT 50% off.

Thanks again for the assistance in correcting our error, and I appreciate your time in reading my concern about the pricing issue.

Sincerely,
Katie Kelley
513-###-####

****

I think I was pretty restrained. The difference boils down to only a two-figure price (which of course could feed a few more people at our reception!), so it's really the principle of the matter.