Paperchase reply....and my response so far

Frances

Dear Mr Robertson

Thank you very much for your email letter to Paperchase.

Thank you

But I wrote to the CEO and still await a reply.

We, of course, welcome feedback from our customers and consider all points of view, as such I do appreciate you bringing your feelings on this matter to our attention. We do not wish to cause offence to any of our customers and take a complaint such as yours most seriously. Complaints about our Novelty range - and specifically the more humorous aspect of it - are extremely rare. 

You have caused offence and continue to as you purely acknowledge the complaint and you have not said what action you will take as a company.

I was told that one person on the telephones, they receive at least two complaints a day regarding the inflatable Jesus.  Is there a set pattern of hear the complaint acknowledge and do nothing?

 We do carry a very wide range of product and try to cater for most tastes and, while we do not imagine for one moment that we satisfy everyone, our range certainly has broad appeal.

The particular product you have highlighted, the Inflatable Jesus, was bought to celebrate the season, not to offend in any way; please be assured that we have no intention of trivialising Christian beliefs or teaching.

How does buying an inflatable Jesus celebrate the season.?

Surely this does more than trivialise faith.

If I was selling inflatable toys of your best friend would you like it?

This is a misrepresentation of Jesus. Its mocking.

How would you like it if we used dolls to mock your best friend?

I appreciate you have questioned the decision making process and would like to reassure you that myself, with my Buying team, Duncan, Timothy and Nick are all informed on the range of the products that we sell.

Havent you a real conflict of interest in this matter….that is why I wrote to The CEO .

It would be good to hear what he has to say and what action the company may or may not   take.

Once again please accept our apologies for the offence caused and I sincerely hope you continue to shop with us in the future

I await the CEO reply to specific questions asked>? Regards Brian

Best regards

Frances

and same day

Stacey H (Paperchase) 29 Nov, 15:06 GMT Dear Mr Robertson, Hope you are well and apologies for the delay in responding to you. Firstly, please allow me to extend my sincere thanks for forwarding on your complaint as requested when you called us on the 19th Nov. As advised at the time, full details of your complaint were shared with the appropriate people and a full response will be provided from our product director in due course via email. I would like to take this opportunity to apologise once again for the offence you have been caused but also thank you for the time taken to relay back your thoughts on the matter. Sincere apologies once again.  Kind regards, Stacey Hill Paperchase Customer Services

need to chase Paperchase ...

Paperchase and offensive product

I called last week to Paperchase Perth. I like their products but appreciate there are less for the gentleman. I have bought  several times and tend to look in every time I am in the High Street.

I was surprised to see the following inflatable Jesus on sale. ( seemingly it was on sale last year)

I came home and phoned the company to see if there was some sort of vetting of products before they go on sale. I was advised that the buyers have the say on what is sold.

So I e mailed complaints ---Not that I am in the habit of doing such things.

Its now 7 days since the e mail and apart from a return acknowledgement have heard nothing.

So here is my open letter to the CEO Duncan Gibson

To Duncan Gibson CEO, or Timothy Melgund Deputy Chair or Nick Woods Chair

Paperchase Products Ltd and associated companies

(Via Pete Burns and then E Commerce manager/Director and Stacy Hill)

I have been a regular customer and browser to Paperchase over the years and was shocked when I saw the gifts on offer in the store in Perth Today.

(how I missed them last year I don’t know)

Inflatable Jesus

I found the product known as the inflatable Jesus not funny, bad taste, and offensive.

I wondered currently if your compliance department or some such overseers managed to let the Buyers slip this through and spoil your reputation. What were you thinking?

Would Judith Cash like this product?

Would Timothy’s father have liked it?

I wondered how you would have dealt with complaints for an inflatable Mohammad, or an inflatable Hindu doll or the like for any religious group.

It is not for me to audit your product from research to shop front but I have concerns that this product got to the shelves and no one saw fit to consider the offence it may cause let alone the corporate responsibility and corporate reputational risk in making this product available.

I am not in the habit of complaining and I thought the staff fielding the complaints call did a good job but, I feel the corporate walls have meant I cannot get to you through the line very easily to make my concerns heard direct. This could also mean that the buyers have the final say on the product buying and placing. Is this a good thing? 

 I wonder what Primary Capital Ltd ESG would think about this product?

Please reconsider this product as a sales potential in light of the offence it makes.

A review of products might also help profitability as well.

How many more need to complain before action is taken?

Duncan, I would appreciate your reply in early course.

Regards

Brian Robertson

Perth

If you are likewise unhappy you could say so at the following 

Paperchase contact