Don't let them leave mad

Please read the email below.  I received this yesterday and I'm not sure who the employee was they are talking about but I want people to know about it.  I am not putting this up because the situation was handled wrong but more so because it should not have escalated to this.  You will not always be able to tell the customer exactly what they want to hear but if you use a little tact then it should never get this far.  Also, if you ever feel like a customer is is unhappy and you can't fix their problem then give them my email and have them get in touch with me, I can normally fix any problem.

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Casey,

My son is a consumer that purchased a skate board on 6/11/09 at the Saint Peters, MO location.  He purchased the deck for 38.88 with plan nine grip tape and did not receive a receipt.  He took the board the next day 6/12/09 to skate and the tail felt weak, he was only riding for about 1 hour when he went to land on the board and the tail snapped.  He has never had this happen and he has been riding for 6 years.  He went directly back to the store that he had purchased it at and to the same person that sold it to him the day before and complained.  He said "we cant do anything about this because you landed on the board wrong", he then asked to speak with a manager and he said "no, he would probably just say the same thing", my son asked if there was anyway for reimbursement/replacement and he said "No".

First of all we will never purchase another board from you with this kind of customer service in the economy that we live in currently.  I know in my world and yours that in the retail industry we NEED our customers to keep the doors open or you would not have a business.  Your employee was not with my son when he was skating and should of never emphasized his own personal opinion regarding what happened.  If your company would concentrate on customer service training with the employees then your product will have a chance to survive.  

I as a consumer expect reimbursement/replacement for this purchase within a timely manner, your reply is expected and appreciated.

Thank you
Stacey McCutchen
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