Recently while in Times Square in Manhattan my daughter left an item that was precious to her in an American Eagle Outfitters Store. Here is what transpired:
Wonderful customer service/human experience:
I simply have to write to you to express my appreciation for the way that my situation was handled by one of your associates in the Times Square Store in Manhattan. My wife, three kids and I were visiting Manhattan from Toronto Canada. we made a few visits to the American Eagle Outfitters store in Times Square over four days but on the last evening before our early morning departure we were spending our time in Times Square. We decided to drop into the AE Outfitters where we spent another $600.00+. My 13 year old daughter, Ashley, is a big fan of your clothes and she is also a passionate writer. She carries her journal with her everywhere she goes.
On this evening she was so happy with her new purchases at your store that she forgot her Writers Journal (dairy) in the store. It was not until that night while we were packing that she realized it. As well as the regular daily entries she makes about her daily life events, she was half way through a 50 page lengthy letter to a dear friend. That letter was also inside her journal. Ashley is a tough girl but on realizing she didn't have the journal and that we had to depart before the stores were open the next day, she immediately began to cry. Our train ride back to Toronto was great for all of us except Ashley. She was utterly sad the whole way home.
Of course I began calling every store we had visited the evening before as well as the Olive Garden Times Square. No one had seen her Journal. Then with one call to American Eagle Times Square I reached "Bracy". As soon as he heard "Green Journal" he said he had it right in front of him. I almost cried for my daughters sake!
This is just the beginning.
Bracy was more than happy to take my address and ship with FedEx to us and I offered, of course, to cover any charges related.
The next day Fedex arrived and as per incorrect paperwork (my fault) they could not take the package. I corrected that and the following day they came again. They simply could not wait for Bracy to fetch the package from his office and left (that was poor customer service on Fedex's part).Then Bracy emailed me and said that one of his associates would take the package in person to the local FedEx depot and insure all paperwork was correct and see it through.
Oh my goodness! I am already embarrassed for the hassle I am putting Bracy through but he is so determined to help!
In this case he clearly caught the ball and ran it through the end zone without missing a beat. A touch down in the finest way. A slam dunk from the opposite end of the court, a real hole in one.
So I wish there were a way I could reach out my appreciation to Bracy, I am certain you have policies against monetary rewards, I understand that. Would you please acknowledge his service as beyond the expected and let him be an example of what it's really all about. He didn't have to but he did.
Thank you Bracy, thank you American Eagle Outfitters! we appreciate you so much.
Sincerely,
Robert McAffee
Artist, Father of Ashley McAffee
Wonderful customer service/human experience:
I simply have to write to you to express my appreciation for the way that my situation was handled by one of your associates in the Times Square Store in Manhattan. My wife, three kids and I were visiting Manhattan from Toronto Canada. we made a few visits to the American Eagle Outfitters store in Times Square over four days but on the last evening before our early morning departure we were spending our time in Times Square. We decided to drop into the AE Outfitters where we spent another $600.00+. My 13 year old daughter, Ashley, is a big fan of your clothes and she is also a passionate writer. She carries her journal with her everywhere she goes.
On this evening she was so happy with her new purchases at your store that she forgot her Writers Journal (dairy) in the store. It was not until that night while we were packing that she realized it. As well as the regular daily entries she makes about her daily life events, she was half way through a 50 page lengthy letter to a dear friend. That letter was also inside her journal. Ashley is a tough girl but on realizing she didn't have the journal and that we had to depart before the stores were open the next day, she immediately began to cry. Our train ride back to Toronto was great for all of us except Ashley. She was utterly sad the whole way home.
Of course I began calling every store we had visited the evening before as well as the Olive Garden Times Square. No one had seen her Journal. Then with one call to American Eagle Times Square I reached "Bracy". As soon as he heard "Green Journal" he said he had it right in front of him. I almost cried for my daughters sake!
This is just the beginning.
Bracy was more than happy to take my address and ship with FedEx to us and I offered, of course, to cover any charges related.
The next day Fedex arrived and as per incorrect paperwork (my fault) they could not take the package. I corrected that and the following day they came again. They simply could not wait for Bracy to fetch the package from his office and left (that was poor customer service on Fedex's part).Then Bracy emailed me and said that one of his associates would take the package in person to the local FedEx depot and insure all paperwork was correct and see it through.
Oh my goodness! I am already embarrassed for the hassle I am putting Bracy through but he is so determined to help!
In this case he clearly caught the ball and ran it through the end zone without missing a beat. A touch down in the finest way. A slam dunk from the opposite end of the court, a real hole in one.
So I wish there were a way I could reach out my appreciation to Bracy, I am certain you have policies against monetary rewards, I understand that. Would you please acknowledge his service as beyond the expected and let him be an example of what it's really all about. He didn't have to but he did.
Thank you Bracy, thank you American Eagle Outfitters! we appreciate you so much.
Sincerely,
Robert McAffee
Artist, Father of Ashley McAffee
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