Kerry Wilton is mad at this site. She had a problem with a business, turned to our advocacy team for help, and didn’t like our answer.
Wilton shouldn’t be upset with us. Instead, maybe she should be upset at the company — or perhaps, even herself.
I’m not writing about her case to embarrass her, but to point out the importance of the paper trail. Yeah, you know what I mean — the screens of correspondence between you and the company. Without a paper trail, you may never find the resolution you want.
Wilton visited a HomeGoods store in Rockwall, Texas, on two separate occasions. While she was browsing the home decor, she says she encountered two dogs that had been brought into the store by other shoppers. The latest encounter was probably the worst.
“I was in this store and, and here is a white poodle, out of the carrier sitting in the shopping cart,” she says. She snapped a photo and confronted a manager about the dog, which was not restrained in any way.
“The manager thought it was all right,” she says.
That’s when Wilton decided to go to the health department — and to us.
I think an ideal resolution to this is pretty easy. She contacts HomeGoods, a representative apologizes for the loose dogs and promises to do better. A gift certificate, while not expected, would be a nice way of saying “we’re sorry.” That’s all.
But you can never get that resolution if you don’t ask. So we asked Wilton to ask.
Here’s what our director of advocacy, Dwayne Coward, sent to her. It’s our standard response:
Do you have any emails between you and the company that you could please forward to me? If you don’t, then I would strongly recommend that you start a paper trail. I can’t get involved in a case unless I have a written record that you’ve tried to fix the issue yourself.
Normally, people understand that you have to give the business a chance to formally answer you and fix the problem. Otherwise this becomes just another site filled with unsubstantiated clickbait.
Her response floored us. This is what she said, verbatim:
Never Mind, yu are just like the Health Department . Do Nothing!
This was over the phone with the Health Department, which like yu aren’t doing anything!
BS Online to get people to respond for yu to get paid.
I wasted my time again!!!!
Ouch. Dwayne, the other advocates, and I don’t get paid to advocate and write these stories. What’s more, asking for proof that Wilton had complained to HomeGoods was not out of the ordinary. In fact, it was absolutely necessary.
What’s our takeaway? Well, other than that Wilton is probably not a dog person, it’s that you really have to give a business a chance to make things right. You also need to get it in writing — either by email or in a paper letter. Remember those?
If you can’t do that, the business probably can’t help you. Neither can I.