This note is an expression of my thanks for the great service Save-On Foods provided to me recently at their bakery counter.
I requested a pick-up for my friend of a pre-ordered birthday cake for an 89-year-old. The staff checked, but there was no cake. Then he checked the book and no order was found in the book. I tried to contact the individual who had placed the order but was unable to reach her.
Instead of challenging me regarding the possibility that I might have made an error, the staff took time, went to various areas of the store, probably checking with other staff, etc. Eventually, the manager was contacted. Without questioning me regarding the possibility of this being my error, he insisted that he would make certain that we would have a good birthday celebration. He insisted on giving me a choice of a few cakes; the staff quickly wrote the birthday name on a chocolate slab and appropriate decorations for the cake.
I left, feeling relieved that I would not arrive without a cake. I left with two.
Unfortunately, to my surprise and embarrassment, I found out that I had the wrong store.
But staff and management at Save-On never questioned that possibility and were so professional in responding to my crisis. They went the second mile to make sure this special birthday party would be a success. I am greatly appreciative of your genuinely kind and sensitive response to me, a customer.