Response From Fleet Feet
July 17, 2018
My name is Frank DeJulius, I am the owner of Fleet Feet. First I would like to thank you for your detailed and candid feedback on your last visit to our store. While it's obvious we feel short of both your and my expectations of what we're known for; providing unmatched customer service, these situations allow us to learn and improve as a team. That said, it is unacceptable to me that you had such a frustrating experience in our store this weekend. As you know we've built a business over the last 18 years in Cincinnati by obsessing over high end customer attention, expert fit advice and the worlds finest running and walking products.
During our big sale this weekend you experienced something that is very uncharacteristic for us, we became overwhelmed with customers at certain parts of the day, despite having nearly our entire staff working. While it's a great problem to have as a locally owned small business, it's absolutely not worth it if the result is upsetting customers to the degree we upset you. I want you to know that we train our team extensively on how to handle busy days by always recognizing new guests, multitasking as much as possible and hustling. Our team works very hard during those times, but I completely understand and appreciate your point about not having your team member's full attention. That is what you deserve and that is what you should get from Fleet Feet, and for not getting that this weekend, I am sorry.
As I said, my wife and I own this business and this is little we won't do to ensure our customers leave happy. Despite a massive misstep this weekend, we would like to offer you either a full refund on your purchases from this weekend or what I'd rather do is invite you back into our store at your conveinience and I will personally serve you and give you the attention you should have received this weekend. Or, frankly, we'll do whatever you'd like if there is something to help make this situation better for you. You've been a loyal customer for years and while we value every customer, our consistent customers are the life blood of our small business. You have no idea how much your business means to ours.
Thank you again for the honest and tough feedback. We will grow and learn from it, but more importantly it gives me a chance to reach out and try to make it right. It's the least I can do.
I look forward to hearing from you,