Edible Arrangements - BETTER

Just a quick one today. Yesterday someone sent me an "edible arrangement" which is essentially made to look like an arrangement of flowers but it is made of fruit. This was the first time I'd every received one (never purchased one either).

It was amazing. There were strawberries, grapes, and pineapple. Some of the best fruit I've ever eaten and the delivery guy was even pretty nice, wishing me well on my special event.

It may seem expensive, but for quality and presentation, I will definitely be sending one of these in the near future.

Edible Arrangements gets a BETTER.

Facebook 3rd Party Apps - BITTER

Does anyone read the disclaimer you are presented with on Facebook when it attempts to install a 3rd party application (giving gifts, throwing snowballs, something about ninjas and vampires, etc)?

Here's what it says:

"Allow Access?

Allowing '3rd party app' access will let it pull your profile information, photos, your friends' info, and other content that it requires to work.

By proceeding, you are allowing '3rd party app' to access your information and you are agreeing to the Facebook Platform User Terms of Service in your use of '3rd party app'."

Who in their right mind would accept these terms? In order to throw a virtual snowball at someone, you would give up access to all of your personal information, your friends list and how you know each and "anything else it requires to work"?

The federal government need not press on with illegal wiretapping operations. They just need to create a Facebook app for "Sending a Bailout" to a friend. They'd get access to tons of info.

I take a personal responsibility to post inside Facebook every now and again that these apps are potentially dangerous. Keep in mind that these apps not only have access to whatever is in your profile right now, but they also get access to whatever you add later.

I really enjoy Facebook and the way it lets me keep up with my friends all over the world. Sharing photos though? I'll stick with Kodakgallery with forced login and a guestbook of everyone who looks at my pictures.

Because they make you sign your e-life away to throw a snowball, Facebook Apps gets a BITTER.

Macaroni Grill Curbside To Go - BITTER

So I call up the local Macaroni Grill for an easy dinner (their food is actually really great as takeout) and when I am on the phone placing the order, I ask for a child's Spaghetti and Meatballs and the question I get asked is this:

"That comes with a drink and a desert. Do you want those?"

This hits me as a very odd question to ask. Do I want everything I'm paying for? What do you think? Of course, I just said, "Yes," and finished ordering. 

I just find it particularly strange that instead of simply presenting me with my options for the drink and desert, the Macaroni Grill has its people basically encouraging patrons to not take what they've paid for.

On previous occassions, I wasn't even told that the food came with the additional items and at least once I requested it, didn't receive it when I picked up the food, and then had the employee give me a look when I asked for it.

I love their food, but Macaroni Grill Curbside To Go gets a BITTER.

Maukilo Customer Service - BETTER

On December 19th, we ordered a gift for our son on Maukilo.com, a European toy store specializing in non-toxic materials. We purchased 2 day express shipping from UPS, guaranteeing that we would get the gift by December 24th. We followed the package on UPS package tracking (still one of my personal favorite innovations on the web) and by Tuesday the 22nd, the package was in state. Over the next 24 hours, the package moved about 10 miles and finally on the morning of the 24th, it said "Out for Delivery".

When our normal 5PM delivery time came and went we got nervous and called UPS. At 5:30PM we called the UPS Customer Service and were guaranteed the package would arrive and that the drivers would be out extra late. Again we waited, nervous, but reassured by UPS. At 7:30PM we called again and were told that the drivers could arrive as late as 10PM and again we are reassured that the gift will arrive in time for Christmas. I asked my wife, "Should I go hit the stores to find a replacement gift?" since this item was the only thing he had asked for from Santa. We agreed not to completely interrupt our Christmas Eve dinner and festivities more than we already had and trusted UPS to come through. 10:30PM and no package. We called a 3rd time to UPS and were a 3rd time told that drivers were still out and could deliver packages as late as midnight. "The package is coming." My pregnant wife finally had to go to sleep at about 11PM and I had to stay up to diligently wait for UPS.

 
At 12:05AM Christmas morning, we still had no package and I made a 4th and final call to UPS. After 30 minutes on hold (the same time it would have taken me to just go pick it up from your shipping center myself), the gentleman I spoke with at this point said he could pretty much guarantee that the package was not coming. He said it would have to be registered as a lost package and it likely got taken off the truck by mistake when it went out. If the package wasn't found, I would have to take it up with the shipper. The package was delivered on December 26^th, 4 days after it arrived 30 minutes from my home. Terrible, terrible, terrible from UPS. 

So how is this a BETTER post you ask?

I sent an e-mail to some people at UPS detailing the issue and the ensuing problems of not having a child's special gift on Christmas. I CC'd the Customer Service address at Maukilo.com. While UPS basically has ignored my e-mail, Maukilo took serious charge of the situation.

Here is an exerpt of the note they sent me:

"We are so sorry to hear of your problem. We have contacted UPS and are very dissatisfied with what we were told. According to them they cannot guarantee delivery on December 22,23, and 24th. They will not refund us the price of the express since they do not guarantee delivery on those dates. We do understand that problems do arise with weather, such as last year, but they could not explain why they were out for delivery and did not deliver your package. We as a corporation spend a lot of time on customer service and try to do the very best for our customers and to offer an option for express shipping. We have now contacted the North East Representative which we have heard no reply from as of yet. We know that the blame game is not a good game to play, you did your part and we did ours. So we will refund you the cost of the express shipping that you paid and will continue our dispute with UPS. We have also forwarded a copy of your e-mail to the NE Rep.

Sorry sometimes can not wash away bad feelings. We are shipping out something very special to your son as an apology.

 If there is anything we can do please do not hesitate to contact us again.

Once again sorry for any inconvenience.

Thank you"

The note blew me away by itself. When we got the gift they sent, I was in complete disbelief. It was that good, and in actuality was worth much more than the item we purchased in the first place. That wasn't the point to Maukilo, though. They know that the long tail is the most important thing and a little extra cost to them right now can translate into lots and lots of purchases for years to come. It will.

Maukilo gets a huge BETTER.