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EBPN

When I teach consumer behavior, I always try to stress the importance of good customer service, and giving some thought to what we say to customers. You never know to whom you might be speaking. In that vein, I have been sent this story a dozen times, but I do love it. First, because I love cookies. And second because I work with small businesses. Business owners, take heed. One angry customer can do you a lot of damage...

My daughter & I had just finished a salad at Neiman-Marcus Cafe in Dallas & decided to have a small dessert. Because both of us are such cookie lovers, we decided to try the "Neiman-Marcus cookie." It was so excellent that I asked if they would give me the recipe and the waitress said with a small frown, "I'm afraid not but, you can buy the recipe."

Well, I asked how much, and she responded, "Only two fifty, it's a great deal!" I agreed with approval, just add it to my tab I told her. Thirty days later, I received my VISA statement from Neiman-Marcus and it was $285.00. I looked again and I remembered I had only spent $9.95 for two salads and about $20.00 for a scarf. As I glanced at the bottom of the statement, it said, "Cookie Recipe - $250.00

"That's outrageous! I called Neiman's Accounting Dept. and told them the waitress said it was "two-fifty," which clearly does not mean "two hundred and fifty dollars" by any *POSSIBLE* interpretation of the phrase. Neiman-Marcus refused to budge. They would not refund my money, because according to them, "What the waitress told you is not our problem. You have already seen the recipe. We absolutely will not refund your money at this point."

I explained to her the criminal statutes which govern fraud in Texas. I threatened to refer them to the Better Business Bureau and the State's Attorney General for engaging in fraud. I was basically told, "Do what you want, it doesn't matter, and we're not refunding your money."

I waited, thinking of how I could get even, or even try and get any of my money back. I just said, "Okay, you folks got my $250, and now I'm going to have $250.00 worth of fun."

I told her that I was going to see to it that every Cookie lover in the United States with an e-mail account has a $250.00 cookie recipe from Neiman-Marcus...for free. She replied, "I wish you wouldn't do this." I said, "Well, you should have thought of that before you ripped me off," and slammed down the phone on her. So here it is!!! Please, please, please pass it on to everyone you can possible think of. I paid $250 for this...I don't want Neiman-Marcus to *ever* get another penny off of this recipe....