Complaining works...

[UltraShy]

especially when you invoke the name of their CEO. A certain company did not want to live up to the clearly stated terms of an offer they created and which I took full advantage of by fully complying with their terms. Magically they find they can give me a $30 credit every month even though it previously "did not make fiscal sense."

Dear Karl,

Thank you for contacting drugstore.com regarding the Rx50 promotional credit.

I do apologize for the misinformation you previously received Karl, and have taken steps to make sure it will not occur in the future. As you said, if the prescription is new - which it has been in every prior situation - then it does qualify for the $30 credit. The remaining $20 has been issued to your account, and your account has been noted to reflect that your doctor requires a new prescription each time.

We encourage you to keep using the Rx50 promotion for your orders Karl, and to contact us if you have any further issues. Thank you for choosing drugstore.com.

Sincerely,

Donald
Customer Care Specialist

That's the butt kissing one gets after writing them this in response to some peon who wasn't being cooperative:

Drugstore.com created this offer and wrote the rules of this offer. I did not. What I did was fully comply with the rules as created by drugstore.com and now drugstore.com does not wish to fulfill their offer according to the rules that they created.

If drugstore.com deems it to "not make fiscal sense", then it might be prudent to not create offers that don't make sense instead of making offers and then telling a loyal customer that they don't get what they are supposed to get under the terms of the offer they fully complied with.

If I have to I will take my complaint to the top, contacting Dawn G. Lepore, Chairman, President, and CEO.

I would point out to Ms. Lepore that customer satisfaction matters, since word of mouth can be an excellent form of advertising -- or terrible if the customer is not satisfied. I'd also point out that I purchase my contact lenses from visiondirect, which is owned by drugstore.com, even though I could buy elsewhere.

Sincerely,
Karl J. Schubert