A letter from Customer Service...

[jenwjenw]

I guess they just caught me at a weak moment last weekend...I rarely complain, but my DD just wants Kits Birthday things for her birthday in March and most of it is backordered till May *sigh*.

I did think it was a nice note and replied to them as such. And, it did apply to so many of the recent posts here lately, so I thought you all might be interested...

[Sail-Away]

How wonderful that you told them about your concerns for their recent sales policies. I know they have been getting a load of letters. Now, becuase their sales are in jeopardy they are finally willing to address what they should have been addressing all along. Their "Customer Service" skills. They sure aren't wanting to loose any sales now or in the future. All of these most recent letters are showing that.

This is more like the level of service so amny people saw before Mattel leadership came into being. I am glad they haven't totally forgotten their roots.

[dianasmama]

Thanks for writing that letter, you definitely addressed concerns that we all have. If not for already having Kailey put aside for my dd's bday in April, I would be having the same backorder issues as you. It's going to take them almost 1/2 a year just to restock, which just seems incredible to me!

I agree that it seems you at least got a more personal reply, and not just their standard stock letter.

Laurie

[Shawniec]

Both your letter and their letter are very interesting; thank you for sharing. I wonder if there is any way you can order Kit's birthday things now in hopes that they will arrive in time for your DDs birthday? It seems that many of the backordered items are arriving a bit sooner than expected. I imagine you could always cancel the order if it doesn't ship in time.
It is disappointing; if my DD wasn't asking for Samantha for her birthday, she would likely have asked for Kit's bed and bedding which are also on backorder. Good luck and thanks again for sharing!
Shawn

[lynet44]

I wonder what the person in customer service meant about the stuff with the tap dance outfit not meeting their standards. Is there a quality issue with the outfit? I am planning on getting it for Nicole.

[MapleLeaf]

Thanks for sharing the letter from AG with us. It's important that we share any concerns we have with their products with them and you did just that. It looks from their letter, that they are concerned too.
Nia

[jenwjenw]

I wonder if there is any way you can order Kit's birthday things now in hopes that they will arrive in time for your DDs birthday? It seems that many of the backordered items are arriving a bit sooner than expected.

<font size="2" face="Verdana, Helvetica, sans-serif">I was wondering the same thing. Samanthas accessories were on back order before Christmas, but I got them in time. I was thinking of ordering Kits thing anyway, I have a little time.
She was pouring over the new catalogue after Christmas and sighing over the BDay things... [img]eek.gif[/img]


I will agree, I was surprised I even received a reply, let alone such a (?) personal (and enlightening) one?!?

[jenwjenw]

First, let me say "Hi" again...I did awhile back, but haven't posted since...just lurking [img]wink.gif[/img] ...and second, let me say, thanks so much for all the tips I've gotten from lurking...so enlightening! [img]smile.gif[/img]

I thought you might appreciate this message I received from customer service...my message to them follows their reply...


Dear Jenn xxxxxxxx,

Thank you for your e-mail detailing your concern with our backorder
situation on some of the items you are looking to order. This very
legitimate concern troubles all of us a great deal. We realize that we
are in the dream business and take the responsibility very seriously.

Due to the seasonal nature of the Samantha and Nellie Holiday Coats, we
were unable to obtain additional inventory at this time. We are sorry
for any disappointment this may cause. It is likely, though not
guaranteed, that we will have them next year.

Marisol's Tap Outfit, has been a problem, not because of inventory (we
think) but quality and we are not willing to ship an item that does not
meet our standards. While we cannot guarantee that Marisol's entire
collection of items will be available up to December 31, 2005, we can
say that if you are looking to get the collection, it is better to place
it on an order earlier even if an item is on backorder.

American Girl recognizes the importance of prompt shipment and shares
your frustration and disappointment when we are unable to provide it.
Our buyers continue to work closely with our suppliers to minimize stock
delays of any kind. There may, regrettably, be times when specific
items are delayed due to forecasting, quality, or manufacturing
problems. It has always been our policy to purchase inventory to meet
our most optimistic forecasts and then to protect ourselves and our
customers by ordering additional stock of each item. During the past
this purchasing policy has served us well and has enabled us to build a
relationship of trust with our customers. But we are only human, and
forecasts are only our most intelligent estimates.

We can assure you that we are deeply troubled about the possibility of
disappointing you, and the young girl in your life. We sincerely regret
this disappointment, and hope that we have not lost a good customer.

Again, thank you for the time you have taken to share your concerns.

Sincerely,

American Girl? Customer Service
xxxxxx

Original Message Follows:
-------------------------

I'm so sorry to be writitng this letter. I have rarely been dissappointed in
the American Girl Collection untill recently. My girls are 16 and 13
and have collected the dolls and their accessories for over 13 years. Yes,
my Mother-in Law and I purchased dolls even before I had children, because someday we
hoped to give them to my girls...We have, between the 3 of us; Kaya, Felicity
(German), Kirsten (German), Josefina, 2 Samanthas (1 German) Nellie, Kit, Molly,
2 Lindseys, and Kailey and an American Girl of Today, and 2 Bitty Babies...

With a few exceptions, these are the only dolls my girls have ever had. We
don't have alot of money, so when they receive a dress or piece of a collection,
it is precious. This also means, that we don't buy a lot of things all at
once. This is where my dissappointment lies.

While shopping today for my 13 year olds birthday in March, I see nearly
everthing is out of stock... Many of these items are not available for
shipping till MAY? Marisols collection has only been out 11 or 12 days and
her Tap outfit is on back order already?

This leads me to my next dissappointment, the unannounced retirement of some
items... or in Marisols case, we know she will retire, but if her Tap Outfit
is already backordered, how much or how many are available to begin with...
were Nellie's and Samantha's Winter coats Limited edition? Imagine getting new
dolls for Christmas and finding out you may have no chance of collecting some
of the accessories because they are sold out and maybe retired....my girls were so dissappointed!

I know it is not your fault that we opperate on a limited income. But, we have done well collecting so far. It is the future I wonder about. Please say American Girls will not go the Barbie way, with limited editions out of the reach of ordinary buyers and so many time sensitive things, the average person
can't possibly collect....(edited) I don't wish to stop collecting American Girls for these same reasons... You produce a wonderful product, with great historical accessories, a wonderful learning tool for girls and an heirloom to treasure. Please don't ruin it!

A Concerned Patron,
Jenn

[adriana82]

Wow, Jenn! Thanks so much for sharing that. That is probably the most personal letter I have ever heard of from Customer Service. I don't know what to think... I know there are things they don't plan on, and I don't think they are trying to trick us, but it is just so dissapointing all these backorders and "sudden" retirements. I hope this season will cause them to reflect and seriously consider improving their system. And I hope you will be able to get the outfits you want!!! Ohh, its soooo terrible, I know!

[josephhswife]

First...WELCOME TO THE BOARD!!!

Second...fascinating letters. Thanks for posting and joining us!