Lessons in Litter
I lodged a complaint via the Contact Us link. My first peeve was that the link opened to a form that generated the e-mail but didn't provide an e-mail address. Hit "send" and your comment just goes off into cyberspace. And that lone "Your Comment Has Been Sent" message never makes me feel even moderately confident that it has. Why not list a real e-mail address that includes the company name and, better yet, a person's name — mlsmith@kittylitterinc.com, for example?
I'm not surprised that two months have passed and I've not heard back. But I was surprised to receive two e-mails from the company bragging on the new product, with no acknowledgment whatsoever of my dissatisfaction. Clearly, the website's comment function is nothing more than a vehicle for gathering e-mail addresses and upselling.
In protest I've moved on to one of the few other eco-friendly brands that is nowhere near as effective as the old version of this product but doesn't contain those stick bits. We have three cats, so unless I want to invest in the kitty toilet-training kit I saw in SkyMall, I have to buy kitty litter. But your donors don't have to donate to you or anyone else. And if they do decide to give, there are lots of other organizations they can chose to support if their experience with your organization or its website ticks them off. It's easy to forget that customers and donors have choices. So don't. FS
