Sometimes an alternative isn’t helpful

By Jamie Cooperstein

All I needed was a gift certificate, a simple paper gift certificate for a silent auction at my 20th high school reunion. I was on the planning committee and my responsibility was to procure as many “prizes” to be auctioned off to support a dear classmate’s ongoing medical expenses. Most of the gifts were complimentary donations from classmates and it was fascinating to see how many small business owners came from a graduating class of 300 or so. 

For my consulting business I wanted to auction a “Day/Night in Philadelphia” and a gift card to Longwood Gardens for the lightshow seemed like it would have universal appeal. The reunion was over Thanksgiving break and everyone was in the holiday spirit. I called Longwood Gardens about a week before the reunion and assumed the transaction would be brief and my gift certificate would be mailed out the very next day.  I needed to physically have it in hand by the reunion for the winner to take it home that same night. 

After kindly walking me through the recommended cost for a family of 4 to see the Light Show, we settled on a $75 gift certificate and I inquired about the timeliness of receipt, expressing urgency. The Longwood representative shared that it takes 2-3 weeks to mail out a gift card. What?!? When I stated that this timeframe was not going to work and how might we expedite things I was told that for $25 I could have a gift card in my hand within 2-3 business days. I appreciated the alternative but to pay $25 shipping on a $75 gift card seemed outrageous. I was also given the option to come make my purchase in person. Again, I appreciated the alternative but I live a 90 minute round trip distance away. This suggestion did validate that they physically had gift cards on site and that they weren’t being shipped from a third-party vendor. 

I asked if the associate could simply place my purchased gift card in a stamped envelope that day and mail it to me and that I would assume the risk of it not arriving on time. He said he could not. I voiced extreme disappointment but politely said that I would “need to think things over” before proceeding with spending another $25 on shipping. 

When I hung up the phone I knew they had lost a customer. I understand policy. I write policy for companies. But again sometimes policies are made to be broken and I still don’t understand how this individual or their supervisor, could not have made an exception for one gift card purchase. My frustration and disappointment ultimately led me in another direction and I purchased a gift card for Ice Skating at Dilworth Park. The service was warm and personalized and I left with a gift card in hand.