The reward card from Swiss Colony was to be a Christmas current for a buddy.

And whereas it should nonetheless arrive in time for the vacation, the trouble Reneé Supple skilled in getting it spurred Swiss Colony to triple her cash.

Supple, 68, of Stoughton, emailed SOS on Sept. 21 with proof of what she known as her “Swiss Colony Mayhem”: two screenshots of messages from the Monroe-based on-line and mail-order retailer showing to point out she’d paid for the $25 reward certificates and it was within the strategy of being snail-mailed to her residence, and a photograph of her handwritten timeline of the calls she’d made to the corporate when the reward certificates didn’t arrive.

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Supple stated she’d acquired electronic mail affirmation of the acquisition on June 24, quickly after she’d paid for it on-line along with her debit card. By July 13, it hadn’t arrived, she stated, and the corporate — a subsidiary of Colony Manufacturers — instructed her it might be reissued.

“On August 1, I used to be once more instructed it might be reissued and I confirmed my appropriate deal with for the second time,” she stated “And I used to be instructed it might come along with their fall catalog, which I believed was bizarre.”

Too bizarre to truly occur, apparently, as a result of when she acquired the catalog on Aug. 31, there was no accompanying reward card, she stated. Weirder nonetheless was that 12 days later, she spent practically an hour on the telephone with 4 Colony Manufacturers staffers earlier than being “instructed the catalog and reward card had been mailed in an envelope on September 2 and I ought to give it till the top of the week (September 17) to reach.”


It was on the day she contacted SOS that she found, through voice mail from Colony Manufacturers, that actually her “unique buy was by no means accomplished and I wanted to reorder the reward certificates.”

Certainly, regardless of the corporate’s June 24 affirmation, she was not capable of finding the $25 cost when she went again by her financial institution statements.

“It took three months to return to this?” she stated. “After all of the frustration and misinformation and time dedicated to this finish … all documented on paper … I really feel Swiss Colony owes me a $25 reward certificates … as a minimum.”

Colony Manufacturers doesn’t make it simple to ship considered one of its higher-ups an electronic mail a couple of buyer nonetheless ready for a present certificates, so SOS crammed out the corporate’s on-line contact kind and left a telephone message at its Monroe headquarters on Sept. 23.

The subsequent enterprise day introduced a name from Colony Model’s Julie Jaeggi, who promised to look into the matter and even adopted up when she hadn’t acquired Supple’s emails to SOS, which SOS had despatched her however acquired misplaced someplace in transit.


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It took only some hours as soon as Jaeggi and Colony’s customer support people had the proof in hand to determine that Supple’s unique buy had fallen sufferer to a technical glitch that was stopping the sale of reward certificates bought on-line with credit score or debit playing cards.

“Sadly the system didn’t flag or inform us of the failure so the one approach we discovered it was from Ms. Supple reaching out to our customer support division,” Michelle Mallory, Colony Manufacturers supervisor of buyer expertise, emailed SOS on Thursday. “An error with the customer support staff triggered Ms. Supple’s concern to filter by the fallacious division making it harder to obtain a solution and backbone from us.”

The glitch has since been fastened, she stated, and a letter was despatched to Supple informing her of what occurred and together with the $25 reward card and an “extra $50 reward certificates from us as a strategy to say thanks for bringing this to our consideration and apologizing for any inconvenience we could have triggered her.”


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