Customer Service Complaint

Sean Michael Burnett

16334 Jewel Way

Caldwell, Idaho 83607

October 3, 2009

John Marmaduke

President, CEO

Hastings Entertainment, Inc.

PO Box 35350

Amarillo, Texas 79120-5350

Dear Mr. Marmaduke:

This letter is to complain about service I recently received from a Hastings customer service representative named Jennifer. This is concerning a book signing I was to do the 27th day of September 2009. The book title is �God. Country. Corps.� This had been scheduled months in advance with the publisher as well as the Hastings store.

I arrive at Hastings and get a small brochure- one printed out that I could've done better myself with crayons and a dead leaf- and my name is not on it.

I ask the person in charge, her name is Jennifer, and she states- �Sorry we didn't order any of your books. We couldn't get hold of you.�

I stated that I am not that hard to find and it would've a lot more professional to try more than once. I pointed out that the communication I received from my publisher stated that she would order the books. She proceeded to get snippy with me and try to blame me for her failures. As I was walking away understandably angry and disappointed- She states, "Have a horrible day!"

Is this how you teach your employees to deal with customers? Is this your typical employee, as soon as a customer disagrees with an issue, they immediately turn on the defensive and try to blame you instead of taking ownership of the situation?

I have contacted your store manager, Chris Davison. He gave me the cursory, �I�ll look into it.� As of yet, I have heard nothing from him, even though I have attempted to reach him.

I believe I am owed, at minimum, a written apology from this so called associate of yours.

Included in this letter, are a few of emails and communications sent by my friends who had hoped to join me at Hastings. As of yet- not one email has been returned.

As of now I am done with Hastings as are most of my friends. This could have been a much better partnership, considering that I had all of my friends, family and nearly my entire church coming to see me as I was signing these books. Because of your two associates failures, that revenue that could have been generated is lost- very possibly- permanently unless corrective actions are taken.

Sincerely,

Sean Michael Burnett