—–Original Message—–

From: Rodney Williams

Sent: Thursday, January 09, 2003 11:17 AM

To: customerservice@costco.com

Subject: RE: Your Broken Promises

Once again, you have broken your promise Costco, and now you are making your hard working employees lie to my 3-year-old sweet innocent daughter.

What I’m I talking about you ask? Well, on October 07, 2002 I sent Costco an emotional email that told the story of a my young warmhearted child waiting to receive a Monsters Inc. DVD and free movie certificates to a Disney movie in the mail. However, that DVD and the free movie certificates never came, and I demanded restitution for my daughters broken heart. Angela D., one of Costco’s loyal and hardworking customer service representatives, email me back the next day (see attached email). Instructing me to get a refund for the purchase of the DVD, and the free movie certificates will be sent out to my daughter in the mail. I repeat, free movie certificates will be sent to my daughter in the mail.

Well, I went to Costco, stood in the refund line for about 30 minutes and got my money back for the movie I purchased 3 months before (which Costco never gave me) with no problems, and expected to get the free movie certificates in the mail as promised. Guess what? Three months later, no free movie certificates have ever made it to my mailbox. Is the mail that slow? Does Costco know how the mail thing works? Are you all out of stamps? Are free movie certificates so rare and majestic that they could not be located? Or is Costco just lazy?

Thank goodness I didn’t fall for your evil trickery this time, because I didn’t promise my warmly brown-eyed daughter that she would get free movie certificates in the mail. I couldn’t put her though that malicious torment again. I had already learned my lesson to never trust Costco to do what they say. But how sad and underhanded it is that you made your hardworking customer service representative Angela D. lie to my daughter and I. In case you didn’t know the name Angela is of Greek origin, and it means heavenly messenger. I would expect Angela to live up to her given birth name. However, in this case, the email Angela gave my daughter and I was a devilish message of harmful intent filled empty promises and corporate deceit.

My daughter will see a movie for free. Send me the free movie certificates as promised or a Costco gift certificate so I can purchase a movie for my softhearted daughter. This way my tender child will watch a movie for free in some form.

Waiting for you to get a soul,

Rodney Williams

—–Response Message—–

Dear Rodney and Elizabeth,

Thank you for e-mailing costco.com.

First of all I would like to apologize for any inconvenience you have experienced. I do show that on 10/8/02 Angela requested that the free coupon be mailed to you. Unfortunately, those coupons are no longer available. We currently are able to offer a coupon for a free copy of one of the following: Anastasia,Thumbelinia, Bartok the Magnificent or Digimon the Movie.

Sincerely,

Brandee S.

customerservice@costco.com