Friday, November 18, 2005

Crank Letter

Well, I went to Wendy's for lunch, and ordered a Mandarin Chicken salad. Like an idiot, I didn't actually check my order before heading back to work. When I arrived, I found my Mandarin Chicken salad to be completely uncontaminated by chicken.

This really annoyed me. I am a carnivore, and deeply and bitterly resent the fact that I have to eat a salad to begin with. To deny me my chicken ... well, that is an insult. So, I've written the company a letter. Not an email, an actual letter, which I am sending off to the company. If and when I get a response, I'll let you know.

Here's my letter:

November 18, 2005
Wendy's Restaurants of Canada
Consumer Relations

Dear Sir or Madam:

I have been a loyal customer of the Wendy’s chain for a number of years, and have always enjoyed my experiences at your restaurants. Recently, I went to your location at Harvester and Appleby Line, in Burlington, Ontario, for my lunch. I work very close by to this location, and eat there at least twice a week. As I said, normally my experiences have been very satisfying.

Unfortunately, my last experience at Wendy’s was not quite as satisfying. I refer to this as my “last experience at Wendy’s” because that is, in fact, what it was. At least at this location. There are numerous other restaurants in the area that are used to a higher standard of professionalism that will be more than happy to accept my business.

Over the last few weeks, I have found the level of service has been deteriorating, and my last visit was certainly a continuation of that sad trend. My salad was completely and utterly devoid of chicken, which I found quite surprising, seeing as it was supposed to be a Mandarin Chicken salad.

Considering this trend, I have decided to take my lunchtime custom elsewhere.


Louise said...

Ok, so Jackie Chan is Mandarin so didn't you complain about the lack of small karate action celbrities? That may be an idea. Come to think about it, you are carnivorous if your eating tiny men.

Rach said...

As a professional who has to often respond to cutomer complaints for a restaurant company, I am curious to see what kind of response you will get. I know the ladies in customer service will think you are 75 years old for using snail mail. You will most definitely get an answer faster by email.

Also, your letter reads like the hundreds I have seen:

Part 1 - profess your lenghty relationship with the place you are complaining about. This is also the spot where people usually say "I don't usually complain" or "I am not looking for anything free"

Part 2 - State your experience usually infused with colourful details. This is typically where people get dramatic.

Part 3 - state your intentions. "I will never eat at your restaurant again and I am going to tell everyone I know" "I have already alerted all the major media to this situation"
"Give me my finger back"

Asher Hunter said...

Rachel: Yeah, I know, I deliberately looked up the formula for a "standard" complaint letter, and followed it to a T. I wanted to try something more traditional - after all, my letters to Tim Hortons and Silver City were quite different, and I wanted to see if there was a different response to a "normal" complaint letter.