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Marsh apologizes over Facebook coupon flap
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By Tom Spalding
Posted: August 4, 2009
Social networking can be a powerful way to please customers -- or irritate some of them, as Marsh Supermarkets discovered in the past week.
The Indianapolis grocer apologized Monday night on its Facebook page, where it has about 3,100 fans, after it had to suddenly rescind a special $10 coupon during a Web-only promotion that was supposed to run from July 28 to Aug. 8.
Apparently some customers reprinted the coupon multiple times "in an unauthorized manner" resulting in vast quantities of customers replicating copies of the offer, Marsh said, even though there appeared to be no posted restriction.
That resulted in scores of angry fans of the company.
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Monday night, Marsh issued a mea culpa.
"We at Marsh recently stuck our toe in the water to try this whole social media thing. Unfortunately we ended up stubbing it. Our recent $10 coupon offer on Facebook has instead left us red in the face and many of our loyal customers angry. Rightfully so. For that we are truly sorry. Needless to say, we’re learning. Imperative to say, we’re sorry. - The Marsh Facebook Team."
Facebook users responded with a variety of messages. Some were still upset. But others liked the apology. Wrote one in a long thread on the topic: "They tried to do something nice for all the Facebook fans."
http://www.indystar.com/article/200...10/Marsh+apologizes+over+Facebook+coupon+flap
--------------------------------------------------------------------------------
By Tom Spalding
Posted: August 4, 2009
Social networking can be a powerful way to please customers -- or irritate some of them, as Marsh Supermarkets discovered in the past week.
The Indianapolis grocer apologized Monday night on its Facebook page, where it has about 3,100 fans, after it had to suddenly rescind a special $10 coupon during a Web-only promotion that was supposed to run from July 28 to Aug. 8.
Apparently some customers reprinted the coupon multiple times "in an unauthorized manner" resulting in vast quantities of customers replicating copies of the offer, Marsh said, even though there appeared to be no posted restriction.
That resulted in scores of angry fans of the company.
Advertisement
Monday night, Marsh issued a mea culpa.
"We at Marsh recently stuck our toe in the water to try this whole social media thing. Unfortunately we ended up stubbing it. Our recent $10 coupon offer on Facebook has instead left us red in the face and many of our loyal customers angry. Rightfully so. For that we are truly sorry. Needless to say, we’re learning. Imperative to say, we’re sorry. - The Marsh Facebook Team."
Facebook users responded with a variety of messages. Some were still upset. But others liked the apology. Wrote one in a long thread on the topic: "They tried to do something nice for all the Facebook fans."
http://www.indystar.com/article/200...10/Marsh+apologizes+over+Facebook+coupon+flap