Copy of e-mail transcripts to and from Quill:
Original inquiry from WJK to Quill -May 9, 2011
Why did Quill raise the minimum order (for free delivery) from $45 to a whopping $75? That's one gouging increase!
W. Kearns
Kearns' Woodcrafts
10566 E. Rabbit Ln.
Floral City, FL 34436
Response from Quill:
Dear Valued Customer, (I guess I have no name?)
Thank you for writing Quill.com. Thank you for your feedback.
Like most businesses experiencing increased costs from suppliers, we had to make some difficult decisions. To continue providing you with the same fast delivery, high quality products, and world class customer service, modifying our freight policy was found to have the least impact to the vast majority of our customers.
There are still many great reasons to choose Quill.com. You can count on low everyday prices, valuable sales and promotions, next day delivery on most orders, online account management and personalized attention from
our Customer Service Associates who are committed to your total satisfaction.
We hope you will consider all the ways we help you keep your office
running efficiently and continue to choose Quill.com.
We value your business. Thank you for choosing Quill.com.
Sincerely,
Krista E.
Electronic Correspondence Representative
Quill.Com
Response from WJK:
Krista,
You're avoiding answering my question. Kill the sweet talk and generalities. Talk specifics.
Again, Quill went from $45 to a gouging $75. $45 to $50 or maybe even $55 would've been quasi-acceptable, but to a $75 minimum is absurd. True, Quill (like Staples, Office Depot, Office Max --one of them owns Quill) caters to big, corporate businesses, not small peons like me, and $75 minimum to them is peanuts. To me it's not -- and I hasten to wonder how many other small-time businesses Quill will lose because of it.
Pardon my blunt bitterness and anger: Did your freak-financial-gurus at Quill who made/finalized this decision take us small peon-businesses into consideration, or was it their B.A.'s, M.A.'s and Ph.D's in Business Administration that reigned over everything, including common sense? Did any of these financial-admin-gurus remember the eon-old
business maxim when they were discussing it (if it was discussed at all): "It's not the business you're doing, but the business you could be doing."
If going from $45 to $75 is okay with everyone at Quill, how 'bout we pay $7 for a gallon of gas too or $5.00 for a cup of coffee at Mc Donald's?
Being a small-time, part-time business, I don't know how long I'll now be able to stick with Quill after my 25+ years of giving it all my business for all my office supplies.
W.K.
Response from Quill – this time from an “Alisha S”:
Dear W.K,
We apologize for the inconvenience.
We do see your point of view, Quill did take in consideration the Impact this would have on all of our current & new customers again we apologize for the inconvenience this has caused.
At this time it has been decided that consolidating future purchases to make larger orders, companies will benefit from free delivery...and the environment will benefit, too, because we'll make fewer deliveries and
use far less packaging materials and fuel.
For orders under $75, a flat delivery charge of $9.99 will now be applied. Additional freight charges will apply for furniture items.
We appreciate you taking the time to offer feedback on our services.
Your feedback is valuable as we strive to provide you with an ordering experience that you will find fast, simple and satisfying. We have forwarded your concerns with the freight policy.
We value your business. Thank you for choosing Quill.com.
Sincerely,
Alisha S.
Electronic Correspondence Representative
Quill.Com
Response from WJK-May 10, 2011:
Alisha S.? Who are you? I wrote a personal response to Krista E. and expected a personal response from her! What do y'all do? Sit at a corporate meeting-room-conference table and read/discuss each other's personal e-mails -- comparable to a bunch of ladies having to go to the Women's Restroom together to discuss their spouses love life behind their husbands’ backs?
No additional, gouging flat delivery charge of $9.99 (honest people call it $10.00) for me since I won't be ordering.
"Combining orders" is an absurd ruse. When I run out of a black and color cartridge combo, I need it now, not when I might need another 4-5 items six weeks later.
Quill is rapidly joining the American Taliban Business World conglomerates: "Slam the customer with our I.E.D.-gouging prices (or whopping minimum order requirements) so we can retain our quarterly mega-profits." The dollar-deity-profit must reign on the backs of the customers."
Unhappy Trails To Quill...
W.K.
Response from Quill – this time from a “Robin J.”:
Dear W.K,
Please accept my sincere apologies in this matter.
I apologize. I tried to call you but was not able to reach you.
I am so very sorry about all the trouble this has caused. We have already forwarded your concerns. If there is anything else we can do for you please let us know. Thank you.
Please advise if we can be of further assistance.
Sincerely,
Robin J.
Response from WJK – May 10, 2011:
Thank you, Robin, but I do not discuss business transactions via phone. Everything must be in writing for documentary purposes. If you go to my website, (www.kearnswoodcrafts.com), you will see there is no phone number listed anyplace at anytime. Additionally, if you check my numerous orders to Quill over the past 25+ years, you will see (if your records are accurate) that they were all submitted via fax or website, not via phone.) The phone is the most despicable, destructive invention of man. "I never intended my invention to become a nightmare" -- Alexander G. Bell -- and he said that long before the demonic answering machines and voice mails ever came on the market, which, if you called, you should have noticed that I also do not have on the phone.
With that brief, moot point aside, I now have to make a beeline to the local mosque (80 miles away in Tampa or 70 miles to Orlando) to pray to some unknown deity called "Allah" for additional memory skills in remembering all these individuals who are having some kind of field day reading all these e-mails, none of whom give their last names -- only an initial. (Gee, are the multi-thousand names on Quill's customer list given only with a first name and last initial?) Let's see now. Going down the list, I have you, an Alisha S., and a Krista E. Are there any other Quill personnel who would like to slam into this private conversation -- none of whom, regardless of sincerity, are presenting any miniscule solution to the problem. Euphemistically re-addressing a problem or giving legitimate rationales to a problem is not solving the problem -- and I wondered, am I the only Quill customer infuriated over this draconian problem? (How long has this deplorable $75 minimum order been going on?). I just noticed it today when I was about to submit an order online. I mumbled to myself, "That's not correct. It must be a misprint,” and again, I have to ask, "Who are the financial-freak gurus that came up with such a mandatory gouging increase and who are the ones who supported it? What are they -- all relatives of our darling, despicable new governor, Rick Scott -- another money-mad Republican who hasn't been in office but a mere 4 months and is already despised by most Floridians -- an individual whose antics cause as much humor and bewilderment as telling him to get a haircut on his shiny, bald head?
It's 12:50 a.m. Who's going to respond this time? A Gertrude D.? Billy-Bob M.? Eloise K.? How 'bout someone on the Board of Trustees? How 'bout the CEO or one of his appointed, qualified supervisory personnel?
Thanks again for your concern, Robin.
Just me,
William K. (Couldn't help myself. It's Kearns)
To date, May 14, 2011, no response from Quill. (Imagine that.)
Self note -- May 14, 2011: Faxed to Quill’s CEO office + sent via USPS billing locale in Phil., PA.
Self p.s.: All future orders to Quill were cancelled. In early Sept., 2011, while checking the site once again (out of curiosity), I noticed the minimum requirement for Free Delivery had reverted back to $45.00. Before ordering, I inquired, writing again to Quill's Online "Contact Us." I was informed that it was no misprint and that because of the large number of complaints and customers cancelling accounts, the minimum order was once again $45.00.
