Tue, 19 Dec 2006 00:23:13 -0500

From: Sheila Lennon
To: playfairtoys.com

Amazon at 7:09 pm last night reported that my order (xxxxxxxxxx) had been shipped by you, with a tracking number and containing,

1 of Folkmanis Black and White Kitten Puppet
1 of Emperor Penguin Puppet by Folkmanis

. Shortly thereafter, at 8:30, Amazon reported a refund:

Item: Emperor Penguin Puppet by Folkmanis

Reason for refund: Item out of stock

I ordered this a week ago.

My grandson is a member of a penguin club. I want the penguin, don't care about the kitten. The kitten was just something for the penguin to talk to.

This is awful.

You waited a week, said you shipped both, then refunded one while still taking orders for it.

This is not how a reputable firm does business.

I ordered it in plenty of time to get it, paid Amazon for it, and you said you shipped it!

Send me a penguin, please, in time for Christmas.
That's what you agreed to do, and said you had already done!

Sheila Lennon

12/20/2006 12:59 PM

Dear Sheila,

I have gotten you a penguin and have sent you the penguin free of charge, via express mail overnite. I would not expect it to arrive overnite, however, as we are in the midst of a blizzard here in colorado. The post office has informed me that they will be delivering from now through Christmas Morning all express packages so you should receive the penguin.

Thankyou,

xxxxxxxxxxx
playfairtoys.com

This is customer service.

The aptly named PlayFair Toys ("Toys with Conscience") is in Boulder, Colo. Live Boulder cameras.

May I suggest alternative shipping?

(Don't tell the kid about this yet.)