How do you respond, or do you...

How do you respond, or does your website have a disclaimer saying something, when someone says you haven't contacted them after numerous emails?

Vickie got a complaint from someone saying they've sent a number of emails and no one responded. Linda, I & Vickie have NOT gotten ANY emails from this person.

Vickie emailed back apologizing and mentioned we hadn't gotten an email. She also said if that was the case, our phone numbers are listed on the site and the person could have called to check.

I think you guys gave 'em the right response. Bet they didn't send that many.

I finally found an email from this person, dated last August, and I see I replied to her inquiry. I also forwarded what I said (and the original email) to Vickie. There hasn't been ANY response from her since then.

She quoted this statement from our site to Vickie in her complaint email, saying that it must not be true:
Polar Pug Rescue will answer each and every query we receive. We promise to return all phone messages and answer all emails in a timely manner.

I am going to add something like this to the above statement:
Our rescue is entirely staffed by volunteers. If you do not get a response in what you consider a timely manner, please feel free to call any of the volunteers who are listed in the 'contact' page.

Sigh... Can't please them all, can ya?

I always give them the standard.... "We are all volunteers with families, jobs, and pugs of our own, as well as tending the the pugs in our care."

It's unfortunate when stuff like this happens..you really can't please everyone..you did say the right thing though in your email and you got back to her as soon as you saw the message.

Maryjo wrote:She quoted this statement from our site to Vickie in her complaint email, saying that it must not be true:
Polar Pug Rescue will answer each and every query we receive. We promise to return all phone messages and answer all emails in a timely manner.

I personally would take out the above statement. I know that in California where the rescues are bombarded, they would get slaughtered over that statement. I think that some of the rescues on California actually put on their outgoing message that they are staffed by volunteers and will try to return all phone calls in a timely manner, but that if the caller doesn't get a phone call back within a few days, they should try calling again.

You're always going to have THAT person who must get a phone call back immediately because it's a matter of life and death. But you really can't please them all. It's not a business. It's a rescue.

I've had people tell me they've emailed us without response. I go check to see but usually don't find any emails. I confirm their emailing the correct rescue too as we've got three here in Michigan. I think your handeling it fine. We try and return phone calls within 24 hours.

MJ you just can't please everyone theres always going to be some unhappy miserable person complaining about something (lol)

we actually have a statement on our web site saying that we will NOT be able to answer all inquiries, especially the ones inquiring about their app. There's just no way we can keep up with it all.

I've responded to a few who have been a little on the smart ass side saying they have contacted nipra many times and no one has responded. I will go back and look for emails and sometimes find them where I have also responded and will copy the responses. I have also not been able to find any emails and say that two different people get the emails, and neither of us had gotten any. I remind them that we are all volunteers and do our best to respond, but I have also found that some people have contacted me months later saying they found my emails in their junk folders.