Rhymes with Cars

Last night, I wrote a post about my frustration with Lulu.com and my trials of ordering a book from them. Today, I got a really, really nice note from Angela Hooper, the Customer Service Manager at Lulu:

I am the assistant manager of Lulu customer services, and I am absolutely mortified on how you were treated; this is absolutely not our policy and it should never have been such a trouble for you. I would like to try and make things right with you, and show you how our customers should be treated; and I would like to think, how they normally are from us. Would you happen to have some information for me; an order number or a ticket number at all? I would like to apologize sincerely to you about your experience, because I am pretty sure that some people were not following the correct procedure; granted we do generally ask for images, but this is a discretionary request, and cases like yours should be fairly straightforward. It might well be that the person you worked with was new, or not sure of the procedure, so if that is the case, I will need to address some training issues. However, without any further information, it is hard for me to track, so any information you do have would be a great help.

Shortly thereafter, I got the following message:

I sent this to you a short while ago, but have since found some details; your order number and this ticket. Though I haven't yet located the original chat, which is strange; do you know if Ben made it a support ticket? IF so, do you know the ticket number? I am very sorry for the bad way you have been treated, and I would like to try and help you with your problems. First off, I have refunded you for your order, but I would also like to reorder for you; I know Jacob has kindly offered a signed copy of his work, If you would like a signed copy, I will work with him on getting that to you.

This is just awesome. Above and beyond what I was anticipating and really a great way to deliver on a bad situation. Many thank you's to Angela and her team for helping to rectify this situation. In the end, and after corresponding with Angela, I feel that this was one of those situations where things just fell through the cracks and unfortunately kept falling. I've been there, it happens, but I'm really glad to see that Lulu acknowledged the issue and is making things right. Awesome job, Lulu!!!