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A gift card to shut me up?

post #1 of 15
Thread Starter 
I recently made a trip to a pet supply store. I don't want to mention the name of the store since I am not sure if that can get me into trouble But anyway, as I was standing in line I picked up a package of cat grass that enables you to just open the package, add water, and the plant grows. It looked interesting so I thought I would give it a try. The store manager happened to be running the register that I was checking out from. He made a comment about seeing me grab the grass from the end cap at the register and explained they generally only stock that area with dog products. He said that he just recently added some items for cats and they had sold "like hotcakes". We had a very nice conversation and as I was about to leave he handed me the receipt and told me there was information at the top of the receipt about where I can go to fill out an online survey and I would get a $10 gift card for doing so.
That evening I decided to fill out the survey because I really wanted to compliment them on how great the service always is and I especially wanted to make mention of the store manager because he had gone so far out of his way to be friendly earlier that day. I also have been wanting an opportunity to suggest that they begin selling more food brands and of course, Natura products especially because that's what Dori eats. When I logged on the first question asked if I had a dog in the household. Well, I checked no because I don't have a dog. And the next screen said "Thank you that concludes our survey".
My initial reaction was anger. I thought it was so irritating that the survey was available only to those with dogs (it kind of goes along with only placing dog products on the end caps). But then I thought that maybe the survey was being conducted about a brand of dog food or being sponsered by a dog food company. But when I looked at my receipt it said they wanted to know how my visit to the store was. So, I sent an email to their corporate office asking for clarification on this. I explained basically everything that I have here. I have been waiting for a response from them because I was very interested to see what they had to say. Yesterday I received an envelope containing a $10 gift card and nothing more. There was no letter or response of any type, just the card. I feel like they thought this would be an acceptable way of handling my complaint, send me $10 and I will shut up. Would you be angry also? I feel mad enough to stop shopping there. I am thinking of using the $10 to get some cat food to drop off at the humane society and then shopping elsewhere for Dori's stuff. Am I just being silly?

Edited to add: This is the first time i have ever sent in a complaint about a company, so if this is just standard procedure let me know
post #2 of 15
Are you sure the $10 wasn't just for filling out the survey? (Like, it's just automatically sent, even if you don't have a dog).

Which would mean they haven't answered you at all. Which is hardly satisfying.

Honestly? Yeah, you may be being a little silly. But I think people are allowed to be silly.
post #3 of 15
Thread Starter 
Quote:
Originally Posted by eatrawfish
Are you sure the $10 wasn't just for filling out the survey? (Like, it's just automatically sent, even if you don't have a dog).

Which would mean they haven't answered you at all. Which is hardly satisfying.

Honestly? Yeah, you may be being a little silly. But I think people are allowed to be silly.

Nope, I never got far enough along in the survey to enter any personal information so they wouldn't have had my address.
post #4 of 15
Tanya, they may have already had enough cat owners complete the survey. I know with many surveys they try to get about the same number of difference demographics so the survey isn't totally biased (i.e. Republicans and Democrats in a political survey). They may have figured that the main reason people were completing the survey was for the $10 gift card, so they sent that to anyone who was unable to complete the survey because their demographic was completed. Well, it could be anyway.

Just wanted to offer an alternative explanation.
post #5 of 15
Oooh Tanya, that burns my butt! Because you are not a dog owner (as are a LARGE number of people who do own other pets!) you couldn't take the survey? What? Are cat-only owners not good enough?
ARGHHHHHHHHHHHHHH
post #6 of 15
I don't think they necessarily were discriminating against cat owners. The survey may actually have been "How was the service for dog owners?" I've taken a lot of online surveys and found them to be very specific.

The gift card was probably sent to everyone who filled out the survey no matter how far they got. Your email could have gone to a different deparment. If I felt as strongly as you I would persue it with a phone call.

I don't think you're being silly though. I've been known to complain to companies. Fancy Feast sent me several coupons for free products when I complained about the amount of shrimp in one of their canned varieties.
post #7 of 15
Thread Starter 
They couldn't have sent me the gift card from the survey because I hadn't given my address.
Heidi you may very well be correct as well. It's not really the survey I am upset about anymore though. It is really because they sent me an envelope with a gift card and nothing more. In my email I made mention that I had only wanted to complete the survey to tell them how happy I was with them, and also I asked about them selling Dori's cat food. I just wanted a response. It was never about the gift card I am not using that for personal items anyway. I don't like that they assumed that would just make me happy.
post #8 of 15
How did they get your address? Did you give it at the store?
post #9 of 15
Quote:
Originally Posted by squirtle
They couldn't have sent me the gift card from the survey because I hadn't given my address.
Then maybe you're right. The surveys I've taken asked for my personal info right up front.
post #10 of 15
Thread Starter 
Well I gave them my address when I sent the email (the complaint email) in case they wanted to correspond in writing.
post #11 of 15
I wouldn't be so upset. They did send you a card, after all.
I mean, if they have good service in the store you go in, it's not their fault that whoever is in charge of the survey isn't doing a very good job of it.
post #12 of 15
They also might have had other people email them angered by not getting the gift card, so they dismissed your email as just wanting a gift card. Or they could have sent your email to a suggestions department and sent the gift card seperately to make sure it got out.

When I complain about a company or compliment them, I usually get a stock letter thanking me or apologizing and a bunch of coupons for free items, but I've never gotten a personal letter explaining anything or saying they'll look into anything except from smaller companies.
post #13 of 15
Thread Starter 
I got a survey in the mail today with a friendly note that they are very interested in my comments, apologized for the confusion with the online survey AND said they forwarded my comments to the research department so they could send me the $10 gift card... I just received the gift card a day earlier than the letter. I feel much better now I actually just went shopping at the store (before I checked the mail) because Dori needed litter and I decided that it wouldn't really make any difference if I quit going and Eliz made a good point when she said I was happy with the service I had been receiving so far.
post #14 of 15
Well I am glad it all worked out for the best!
post #15 of 15
It sounds like they could care less.. I think you're in the right
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