Shortly after posting Tuesday’s mini-rant about Loblaws PC Organics yogourt, I received a second reply from Loblaws customer service:
Dear Mr. Dodge,
Thank you for taking the time to pass on your comments regarding our PC Organics Strawberry Fruit Bottom Yogurt. We apologize for the delay in our response as we’re experiencing higher than normal volume of emails.
I was disappointed to hear that this product did not meet your expectations. Our product development team re-evaluates products on an ongoing basis and customer feedback such as yours is very valuable to them during that process. Accordingly, I have communicated your comments to them for consideration during their next review of this product.
Mr. Dodge, we appreciate hearing from you. Please continue to let us know how we’re doing, as your feedback is one of the best ways for us to improve.
There’s still not much to go on here, but at least now I know that my complaint didn’t fall into a generic “website feedback” black hole never to be seen again. I know I left my complaint during the holidays, but two weeks for a response is pretty sad. It’s the Internet equivalent of keeping me on hold for two hours while telling me over and over again how important my call is.
I’m also struck by the timing of the reply: after waiting for two weeks for a proper acknowledgement of my feedback, this more appropriate response arrived barely two hours after I posted yesterday’s article. While that could be coincidence, it seems just a touch too convenient.