so I have to have surgery Tuesday and Inspired doesn't give emergency medical refunds *UPDATE #4*
Post ReplyPost New TopicPosted 5/1/2009 by pe@ce in NSBR Board
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*Angela
Go Tarheels!

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Posted: 5/2/2009 6:07:40 PM
Echoing my last post upthread from yesterday, sending prayers & well-wishes to the OP for a successful surgery, speedy recovery, courage, etc.; to her family for patience & understanding in their upcoming journey; to her doctors/surgeons/nurses/etc. for wisdom & compassion.

IMHO the most important lesson for Donna Downey is that neither the world nor even the scrapbooking or mixed media industries revolve around HER!

I'm beginning to believe that Donna Downey LLC is actually enjoying the attention this NSD, adopting the celebrity mantra of "any publicity is good publicity;" otherwise, neither "Kandi" nor Donna Downey would have reopened the wound. Given Donna Downey is a NJ native, does anyone believe the new poster inspired to join 2Peas on NSD (yet wandering from NSD-related threads/events to handslap on NSRB ) named "jersey scrap" is a mere coincidence & unrelated to Donna Downey?

Anna*Banana
:blink:

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Posted: 5/2/2009 6:20:01 PM
Phew! I just got caught up from last night. How I'm still awake after only 4 hours sleep (because I was transfixed by this train wreck), then walking all day, I have no clue, but I had to get caught up!

Mely/2Peas:

DD/Kandi:

Sharon: (insert politically incorrect praying rolly)


~ Anna ~

Velouria
Pixie Pea

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Posted: 5/2/2009 6:20:56 PM
I'll be thinking of you, Sharon. I'm sorry you have to go through this.

MellyPea and 2Peas...you guys are awesome!



Janice_in_TX
Proud foot flusher

PeaNut 2,978
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Posted: 5/2/2009 6:22:06 PM
***edited, okay, it wasn't Donna's child who was badly burned. I mixed up my scrapbookers. Hopefully nobody will sew me. I am still floored by her lack of compassion.***

WTF is wrong with scrapbookers that they make the absolute WORST business decisions? What a horrible thing to tell a cancer patient that she is basically out a thousand dollars because of your rules!!

I had a child seriously injured last weekend. We had various things scheduled for the next couple of weeks, and everybody was very gracious in rescheduling things or giving us our money back because of this. I did not get one second of grief, no matter how iron clad the agreement.

That is customer service. I cannot fathom if someone told me that because we had signed an agreement for my son's bday party, it had to happen on such and such day no matter how badly he was injured. I would be in contact with every one I could to let them know how cold and callous that business was. (And thankfully everyone has been so supportive through this for us)

And I know Donna has a child who was injured. So this whole thing boggles my mind. I would expect her to have more compassion.

It is nothing personal to Donna, but I will not be purchasing anything from her or her company ever. Ever.

To me scrapbooking is all about life and what it deals you. When they lose compassion, they have lost the entire meaning behind scrapbooking. To come on and make excuses is unconscionable.

Janice



freecharlie
Because It's the Cup

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Posted: 5/2/2009 6:22:41 PM
I'm very annoyed I didn't find this earlier, but will post anyway


Tribbey: I believe, as long as Justice Dreifort is intolerant toward gays, lesbians, blacks, unions, women, poor people, and the first, fourth, fifth, and ninth amendments, I will remain intolerant toward him! [to Ainsley] Nice meeting you

writermom1
Thrift Whisperer

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Posted: 5/2/2009 6:24:43 PM

And I know Donna has a child who was injured. So this whole thing boggles my mind. I would expect her to have more compassion.



Donna did or Tara Whitney did?

I think we are coming to the conclusion that quite a few of us routinely got the two of them confused early on!

Poor Tara Whitney. Someone needs to send her an "I am NOT Downey Dammit!" tee shirt.




4carley
PeaNut

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Posted: 5/2/2009 6:25:09 PM
WOW. That is all I can say.

I'm praying for you and hoping things go well for you on Tuesday. Take care.

leftturnonly
Will trade mosquitoes for cookies.

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Posted: 5/2/2009 6:25:16 PM
Would you like a bag for those bricks?




If PC is the way to get to Heaven, I'm going straight to Hell.



Jnine
PEAlicious

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Posted: 5/2/2009 6:27:29 PM

Crystal B.
PeaAddict

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Posted: 5/2/2009 6:27:35 PM
First to Sharon, I am offering up my prayers for you and your family. This is definitely not what you needed to be dealing with right now and I'm sorry that you had to You did absolutely NOTHING wrong by posting about this here. You didn't come here first. You went to them, as you were supposed to and you posted here when you were out of resources and resigned to the fact that they weren't going to help you. If this causes trouble for Donna or her business, it is on HER and not you.

I've typed several things but there is just so much to say, that I'll leave it at this. I am very saddened that Donna and her representatives are trying to turn this around on Sharon instead of taking responsibility for their own actions. If any backlash happens toward the business, it is because of Donna and her company's decisions, and NOT because of Sharon.


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Janice_in_TX
Proud foot flusher

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Posted: 5/2/2009 6:28:58 PM

And I know Donna has a child who was injured. So this whole thing boggles my mind. I would expect her to have more compassion.

--------------------------------------------------------------------------------



Donna did or Tara Whitney did?



I thought it was Donna who had a child severely burned a few years back. Maybe I am mistaken, but I am pretty sure it was her.

Janice



sues
"Surrounded by thugs."

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Posted: 5/2/2009 6:31:58 PM
Nope. That's Tara.

seansmommy
Ancient Ancestor of Pea

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Posted: 5/2/2009 6:32:05 PM

I thought it was Donna who had a child severely burned a few years back. Maybe I am mistaken, but I am pretty sure it was her.


No, that was Tara Whitney. I know for sure b/c I don't read a lot of scrap blogs, but I did read hers at the time. (Not sure if she has one anymore?) I love her work. She's one of my faves. I was sad when she left the Garden Girl team.




latisslainte
BucketHead

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Posted: 5/2/2009 6:43:07 PM
Ah! Can't believe I've missed all this. But I've caught up and wanted to say:

Sharon, you are one class act. As you can see, there are thousands of peas who are sending you tons of good thoughts and get well wishes. You are strong!!!

Donna Downey...there just are no words.

Mellypea--you are an awesome chick! Two Peas and these boards have only become better since you've been around. Thanks!

Janice_in_TX
Proud foot flusher

PeaNut 2,978
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Posted: 5/2/2009 6:43:28 PM
Now that I think of it, maybe it was Tara's dd. But either way, a little compassion goes a long way.

Janice



DastardlyBoo
pea long and prosper

PeaNut 82,656
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Posted: 5/2/2009 6:47:48 PM
Hmmmm.... I think Maya Angelou said it best:

"When someone shows you who they really are, believe them the first time."

D.D. actually had a couple of first times.

1) There was the first time her representative responded to Sharon.
2) The first time D.D. contacted Sharon
3) The first time D.D. posted on this thread

THREE first times and each time showed the same essential character traits.

I don't like pile-ons, but having seen a good number here - this one doesn't even come close. The NASTIEST thing I saw posted on this thread was written on another message board by a D.D. supporter. No pea on this thread came close to being that personal or that nasty.




Not all those who wander are lost. ~J.R.R. Tolkien

melanell
Ancient Ancestor of Pea

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Posted: 5/2/2009 6:50:28 PM
Sharon, I am so sorry you are having to go through all of this.

Please know that my prayers and positive thoughts are with you, especially in regards to Tuesday's surgery.






and Pe@ce - we'll all be thinking of you next week - stay strong. and keep an eye on your doorstep for a get well goodie bag from your friends at two peas.







Awesome.


I've been in a no-spending mode lately, but I have been keeping a list of scrap supplies that I truly need to purchase.

I know where I'll be buying them. In fact, I think I may go browse the 2Ps store right now.

WiiPii
Dirty little freaks!

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Posted: 5/2/2009 6:51:36 PM
pe@ce - my thoughts and prayers will be with you on Tuesday.

Melly - love you!

DD - you suck.

Thats all.




Mostly it's just a silly message board. Except when it isn't.
-missbitts


This is NSBR. Peace is not important to us. We LIKE drama. We seek it out. We create it if need be.
- Voltagain




In honor of my previous self!

Jayde
StuckOnPeas

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Posted: 5/2/2009 6:53:30 PM
The child who was burned was TW's daughter. I think her name is McKenna/McKenzie something like that.




and Pe@ce - we'll all be thinking of you next week - stay strong. and keep an eye on your doorstep for a get well goodie bag from your friends at two peas.


I 2P's. What a class act you are MellyPea!!


"Once again the fickle finger of fate has diddled us." Don AR6




BOO!
Sunny Side Up!

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Posted: 5/2/2009 6:54:13 PM
pe@ce... just saw this thread... I have nothing to add except a wonderful coworker of mine was diagnosed with sinus cancer years ago. She is awesome! I just saw her around Christmas! Keep the faith, pe@ce!



Lisa D.J.

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cannes
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Posted: 5/2/2009 7:25:54 PM

I have been reading this thread and am very surprised at how malicious everyone has been. I joined today as it is National Scrapbooking Day. And thought it would be fun for me to be part of this community. I am very sorry for the lady with cancer and who wanted to get her money back, which she did. But everyone just wanted to obviously jump on the bandwagon and slam this Donna woman. I am a bit embarrassed by the behavior of the people on this thread. Very mean spirited. I thought this craft brought us all together and not a be so nasty. Not sure if I will continue on this site based on the behavior displaced.


Whatever, honey.


My Etsy: Camera Straps, Crayon Wallets and More Turtle Taylor Etsy

scrappisami
PeaNut

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Posted: 5/2/2009 7:29:04 PM
I think we should all show up at the Embassy in Concord with signs to show our support of Kathy and our disappointment in "dumdum"

*Michelley*
Bitch, please

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Posted: 5/2/2009 7:40:13 PM

I have been reading this thread and am very surprised at how malicious everyone has been. I joined today as it is National Scrapbooking Day. And thought it would be fun for me to be part of this community. I am very sorry for the lady with cancer and who wanted to get her money back, which she did. But everyone just wanted to obviously jump on the bandwagon and slam this Donna woman. I am a bit embarrassed by the behavior of the people on this thread. Very mean spirited. I thought this craft brought us all together and not a be so nasty. Not sure if I will continue on this site based on the behavior displaced.

*coughcoughbullshitcoughcough*

I'm impressed by the response from Melly and Two Peas. Kandi and Donna, not so much.





Michelle
Mommy to Sasha and Tommy

"I believe if life gives you lemons you should make lemonade, then try to find
someone whose life has given them vodka...and have a party" - Ron White


KateMarie
I'd rather be in Disney World!

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Posted: 5/2/2009 7:50:09 PM
Wow, it took 2 days of off and on reading, but I finally read the whole thing.

Sharon~ ((hugs)) My thoughts and prayers are with you, and will continue to be as you have the surgery and as you recover. I'm so sorry you have to go through this. Stay strong and kick cancers ass!!

eta~ I'm one of those non-scrapper people here sullying up the board so I didn't even know of DD or her business. I've read enough to know she really did herself in with this one though.

DD, follow the advice of the others and take notes from Melly on PR! Although, I'm pretty sure it's to late for you to have much of a public to relate with.





~Kate~








PeaMommyJade

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Posted: 5/2/2009 8:03:18 PM
Melly you are a class act.



JayFab
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Posted: 5/2/2009 8:08:43 PM
Sharon....sending positive vibes beating the big "C"

DD .... sorry, you are doomed. We all saw what happened to HS, SJ, KC and CK/HOF when things like this happen. You would have thought someone would learn a thing or two!!???!! It really didn't need to come to this. So sad.

again, Sharon, my prayers are with you.


Jayne ~~~

Life's too short for boring cars ~




ScrapOver
PeaNut

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Posted: 5/2/2009 8:14:47 PM
All DD did was show her true character. She would sell her mom if she could get money for it. It's all she cares about. And YES, I know this for a fact as do many others....and after this debacle, many,MANY others now know what she is really like.

Margeux
BucketHead

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Posted: 5/2/2009 8:24:01 PM
I just wanted to throw my support, prayers, and good thoughts to Sharon on Tuesday AND let me add that I'm literally 2 minutes away from Embassy Suites in Concord, and if I need to go take care of some business, just let me know!


**Margeux**



TreeLover
Liberally conservative, conservatively liberal

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Posted: 5/2/2009 8:39:10 PM

wow. I decided to go and hang with my girlie last night since dh was out for the evening and I am completely overwhelmed with all of the responses. I am truly touched. I am in awe of the kind words and well wishes offered. Thank you from the bottom of my heart.

I did get my tuition refunded. It was unexpected. I am grateful. Thank you, Donna.

This is where I should probably shut up and go about my day. But I do want to just add a couple of things. (i hear that Lost in Space robot shouting *warning* in my head)

I did apologize to Donna when we spoke yesterday. I didn't realize how large this would become. Again, I am not into confrontation and this thread surprised me. I don't like to cause anyone harm. I didn't want her to be dragged down. That wasn't going to make me feel better. It was not my intention of posting this in the first place. I was looking for support and I SURE got it. Thank you!

I saw that Kandi said I posted this before hearing from anyone on their side. I feel it necessary to say that is untrue. I feel like my character is at stake there. I tried to resolve this and I have 3 emails from her prior to me posting anything. I didn't have a phone number so I emailed. And that's where it started.

Lastly, we all agree that the eye cancer poster is wretched. That poster- while the remarks themselves were beyond most of our comprehension- hit me particularly hard. I have been given a list of possible complications. One is they may have to remove the membrane by my eye. My eyeball could shift in my head. My eyesight could be diminished or I could experience blindness. There's actually more but you get the idea. I have a feeling Kathy will be looking for that poster at the event to give her some life sensitivity training.

I sure am scared about Tuesday. I will surely let you know how I am after the surgery. I am supposed to be hospitalized for a couple of days. I do try to keep it all in perspective and realize there are people out there with much sadder tales. I get to fight my cancer. So thank you. All of you!



You are a classy and gracious woman and I hope that you will feel the power of so many who will be praying in earnest for you on Tuesday and beyond!

smilesonweb
PeaNut

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Posted: 5/2/2009 8:55:03 PM
Wow it took me awhile to get threw these threads . I might of missed somewhere ,but did you put this on your credit card just maybe you can get somewhere with them.
I hate to say it but their poor customer service has probably just cost them alot of business because oh boy when something goes wrong its amazing how fast news travel alot quicker say some one has a great customer experience. I'm just shocked about the outcome . I'm sure rules can be broken due to unexpected circumstances especially like this and for goodness sakes not allowing you to have someone go in your place that makes no sense I'm sure they have someone that could go or was on a waiting list.
So glad I'm not going and after reading if the event gets cancelled due to unexpected happenings its like oh well too bad, Are you kidding me . I'm sorry but if I were the business owner I would definitely be rescheduling the event if this was to happen if not your going to have many unhappy people its a wonder she's still in business and with the kinda attitude won't be too much longer . I'm sure some people from the Two Peas will be attending. Any way best of luck with your surgery keep your head up and for gosh sakes don't worry about this it will all end up working out some way and if nothing else either have her changing her policies and or putting her out of business.

*Steffie*
StuckOnPeas

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Posted: 5/2/2009 8:57:25 PM
to the op - prayers sent.

To DD. -



emorelli
PeaNut

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Posted: 5/2/2009 9:16:29 PM
I know why DD doesn't use caps. Because when Rosie O'Donnell blogs, she writes the same way, and DD loves RO, so it's cool. i mean, its cool. dude.
em

theshyone
I'm Alive!

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Posted: 5/2/2009 9:27:21 PM
Melly pea - fantastic thing to send Sharon a goodie bag, fantastic

I never even got a reply to my email to dd, goes to show she really doesn't care.

I was looking after my own family on NSD, I have only read to page 13.

Sharon you have my prayers and dh as well, he is outraged over how dd and Nandi have treated you.


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My friends, love is better than anger. Hope is better than fear. Optimism is better than despair. So let us be loving, hopeful and optimistic. And we'll change the world. Jack Layton


YoDutchess
BucketHead

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Posted: 5/2/2009 9:29:41 PM
Thumbs up to the haiku, and prayers and best wishes to Sharon on Tuesday and your postoperative recovery.

Chlerbie
Lover of Tubas

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April 2001
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Posted: 5/2/2009 9:45:01 PM
Just now reading this thread. Sharon, you'll be in my thoughts on Tuesday.

I really can't believe how screwed up this whole situation was and that Donna was/is as oblivious to what this could do to her career. It's definitely been an eye-opener for me.

And I'm very impressed that this thread wasn't pulled. I know that sometimes badmouthing the "industry" doesn't go over well on a site where the industry basically funds the advertising, so it says a lot when a thread like this can stay up. And kudos, too, for the kindness in sending the gift package. THAT is how to run a good business.


Stephanie

I'm an enigma. Or am I?

Aren't they cute? My Emmett and Bailey...

My Blog: Scrapadelia

scrapper2k
BucketHead

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March 2001
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Posted: 5/2/2009 10:03:34 PM
Wow. I left after page 3 and return to see this thread has totally taken off. I sat down and started reading.

First, I read Sharon's update that she was refunded. I'm happy for her. (((Hugs Sharon and hoping you have a speedy recovery))). Not to be nosy, but do you have insurance coverage? Do you need help?

Then, I see peas thanking Donna. For what? She finally did the right thing but too little, too late. She didn't refund because it was the right thing to do but to stop the train wreck. I'm a little more cynical then that.

Then, turns out I'm right. Another post by donna (you know, it really does save time). Dripping with disdain. She doesn't care if I buy her products. Okay. Says not so nice things about Sharon. Thinks she spent a long time responding PERSONALLY to everyone. I don't think cutting and pasting is so personal but whatever.

Along comes Kandi. Wow! I have no words.

Donna's back. Oy. Still doesn't get it.

Apologies all around. Nope. Not all around. There's our brand spankin' new Jersey girl.

No happily ever after. Damage done. Wait! There is a happily ever after by our very own Melly and Twopeas. You rock!!!!!!!!!!!!!!!!!

Donna, other posters have said it better than me so I won't even try. All I can say is that your apology is lacking. Look for the teenage son/room cleaning analogy. It explains it well. An apology does not include bashing Sharon or all the peas.

scraps2tell
PeaNut

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Posted: 5/2/2009 10:23:42 PM
And don't forget Donna calling Sharon Karen in her post. She changed AFTER the peas called her out.

Danielle in NC
UNC Pea - GO HEELS!!!

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Posted: 5/2/2009 10:52:59 PM
Sharon - so many positive thoughts and prayers being sent to you. I sincerely hope everything goes smoothly for you on Tuesday. Can not even imagine how you feel but hope you can feel the energy from all of us and our prayers.

I hope that Donna is inspired to grow a heart.


Danielle





SabrinaM
Proud Member of THE MOB

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Posted: 5/2/2009 11:09:53 PM

I know why DD doesn't use caps. Because when Rosie O'Donnell blogs, she writes the same way, and DD loves RO, so it's cool. i mean, its cool. dude.
That explains a lot. I don't like Rosie either.


***********
Sabrina

Recession: When your neighbor loses his job
Depression: When you lose yours
Recovery: When Obama loses his







meeko77
ImPEAfection at it's finest

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Posted: 5/2/2009 11:54:25 PM
All I will say is:
<----was here.


Pe@ce I wish you all the best in your fight with cancer. So sorry you had to experience something like this.


***************
Heather

ladytrisha
AncestralPea

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Posted: 5/3/2009 12:18:11 AM
Saturday night ... over 45,000 hits ... FORTY-FIVE THOUSAND ... I'm just stunned. I think this proves what many said on here - at crops today, people spoke and lots came over to see the wreckage for themselves.

On the positive side, that's a LOT of prayers being said for Sharon

On the other side, if I were dd, I'd be looking at 45,000 hits and going oh crap, make it stop!


Trish
Simi Valley, Ca.
Enjoying paradise with my hunky Hawaiian hubby for over 33 years;
Proud Scout Mom to my Eagle Scout Brian!
If its Sunday - its NASCAR in the house! #48 heading for SevenTime!
Fast men in fast cars -- WOOHOO!!



leftturnonly
Will trade mosquitoes for cookies.

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Posted: 5/3/2009 12:32:04 AM

On the other side, if I were dd, I'd be looking at 45,000 hits and going oh crap, make it stop!


Shoes on the other foot. I suspect Sharon has wanted to wake up from her bad dream too.




If PC is the way to get to Heaven, I'm going straight to Hell.



ladytrisha
AncestralPea

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Posted: 5/3/2009 12:50:20 AM
I think you're right leftturnonly ...


Trish
Simi Valley, Ca.
Enjoying paradise with my hunky Hawaiian hubby for over 33 years;
Proud Scout Mom to my Eagle Scout Brian!
If its Sunday - its NASCAR in the house! #48 heading for SevenTime!
Fast men in fast cars -- WOOHOO!!



newsflashpea
PeaNut

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Posted: 5/3/2009 1:00:54 AM
Kind of ironic that the big heads in the industry have all screwed themselves.

Wanna take bets on how soon Mr. Donna gets a real job? LOL He's gonna need one!

Love the boycotts when they are warranted.

Sharon I hope you come through just fine and live a long life.

newsflashpea
PeaNut

PeaNut 230,943
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Posted: 5/3/2009 1:02:22 AM
PS Don't forget to unsub from her newsletter.

FYI, I believe Kandi is Mr. Donna.

ladytrisha
AncestralPea

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Posted: 5/3/2009 1:24:37 AM

FYI, I believe Kandi is Mr. Donna.


WOW, if that's true


Trish
Simi Valley, Ca.
Enjoying paradise with my hunky Hawaiian hubby for over 33 years;
Proud Scout Mom to my Eagle Scout Brian!
If its Sunday - its NASCAR in the house! #48 heading for SevenTime!
Fast men in fast cars -- WOOHOO!!



jacqab
AncestralPea

PeaNut 68,440
February 2003
Posts: 4,386
Layouts: 0

Posted: 5/3/2009 1:40:38 AM
I just finished the thread, and I am stunned.

First, I am so sorry Sharon that you are going through this bout of cancer, I send my thoughts and prayers for a complete cancer remission and cure.

I am joining in with all the TwoPeas support.

Second, I am amazed and appalled with this incident. Not only did the Peas give instant feedback for the effectiveness (or lack thereof) of customer service, but awesome advice and suggestions for how to handle this properly.

Donna, instead of following the counsel, you did just the opposite and also denigrated those tried to help not only Sharon, but YOU.

I think you should read these posts again:

from syiuls
Now, to Donna: How many times are scrapbooking companies/personalities going to make the same mistake? We are scrapbookers--we are primarily women, we pay attention, we care how people are treated and we spend our $ accordingly. I realize that these policies are put into place for a reason and I also realize that we may not have all of the information, but to be so concerned about $600 when someone is fighting for her life is unbelivable to me. Insensitive, uncaring and shortsighted.


from AthenainCA
If the response to Sharon had been:
"We do have a policy in place and don't normally refund for any reason, but obviously this last minute diagnosis of cancer and your upcoming surgery is completely unexpected and beyond the norm. Here's what we can do, we'll send you all the class information and kits or we'll send you a refund [either full or minus the supply cost, tho full would be better p.r.]: Your choice. What would you like to do? Just let us and and it will get taken care of."

How much differently would everyone be feeling about Donna Downey right now? How many people would associate good feelings with her company right now? It would be invaluable p.r. for just being decent to a woman who's received a scary diagnosis and must undergo a scary surgery.

Because even if the stipulation is that she can sell her seat, why would you want a woman who is undergoing cancer surgery to have to do that herself right now? Of all things.

Human compassion - a good thing, Donna. You know, JUST BE compassionate.



from MNBonnie
Wise business owners realize they get valuable information from customers through their complaints, as well as their compliments. USE this as a learning tool to better your business. I still can't grasp how many women think they can go from sticking papers and photos together to running their own product lines and corporations. Because time and again we see unprofessionalism from scrapping "celebrities."

and
------------------------------------------------------------------------

I don`t think she deserves to have people attacking her and trying to destroy her business because she initially did something you don`t agree with.
------------------------------------------------------------------------

But that's the breaks you get when you decide to go into business for yourself. When you choose to put your name on a product and want people to give you their money for your product or service, you aren't supposed to be buying friends. It's a business transaction. Even if it's a cozy, sentimental hobby like scrapbooking. Ultimately, we the consumers are wanting to be wowed by product and service. And if you can't do both, then step out of the way and let someone with thicker skin do it.

The emotional "please stop being mean to me" crap that we've already seen from HS and SJ before keep reminding me that some women really should just be "creating art or expressing themselves" for their own pleasure and not working a business. No one is complaining that DD is ugly or smells or making fun of what she wears or talking smack about her mother. They are expressing displeasure about the way she conducts her business. Period.

Huge difference. Which still shocks me that so many scrappers can't understand that.



from bunbun
Hey Donna, I've run events like this before. Not as big as yours, but more frequently. I know it is hard to balance the business side with the personal side. You are selling yourself, along with your product. You don't want to fleece people, but you don't want to work like a dog and walk away with only a couple of bucks in your pocket after expenses.
I do get it.
But! You should really talk over with Kandi, or whomever handles your first line of customer contact. Situations like this, involving a customers tragedy, and not merely an inconvenience, are rare. So, it's easy to make a private policy of exceptions for these rare cases.

For future reference:

"Hey Donna, I think you should see this email. Our customer has this problem. I know you want me to refund her, and give her slot to someone on the waitlist, right?"
"Perfect, Kandi! While you're at it, give me the customers address, I'd like to send her a kit of mine, to help take her mind off her troubles."



from Rebelyelle
Donna, I say this with only kindness and compassion: stop posting on this thread. It is only harming you in the end. We are not attacking your character, we are commenting on (and being pissed off about) your company's lack of good customer service - from step one through two hundred and one, it was handled poorly. As I stated in my email to you, this is larger than Sharon's issue with your company. She had a right to vent on this board; we have a right to our opinions on this board. Honestly, if I were you I would step away from 2peas, perhaps write a well-written and properly punctuated apology on your website (after all, this is probably widespread at this point) and focus on saving face for the rest of your business. Commenting on her will get you nowhere at this point, as you can probably tell. Just my 2 cents...


from Anna*Banana
Donna, seriously, there is a trend in this industry of poor customer relations. Overall it is way worse than any industry I have ever seen. The continual deflection of problems as somehow the problem of the customer and as a personal attack points to the desperate need for real business people. Not painters and creators to run the business end.

Do yourself a favour and hire people who understand how to manage a business.

The expression, "He who represents himself has a fool for a lawyer." comes to mind...



from GimmeCandy
It looks like back in the day you were a pea (you have layouts). I assume you made friends here, chatted, offered advice, opinions, etc. You were treated as a human.

When you start charging people for your services, you become a business. In the public's eye, you are not a human being but a commodity. Everything you do and everything you say will reflect on what people think of your business. You have to check your personal feelings at the door and recognize that your family and your circle of friends are the only people who now see you as human.

This is where an excellent PR representative comes in. That person/people should be able to protect your business name so that within your inner circle, you can be a human. They know from years of experience how to appropriately handle difficult situations. A good employee should have known exactly how to handle the situation when it first arose without having to do anything more than send you an email, "this occured, I resolved it this way." After that first mistake was made and the post happened here, the PR employee should have shot you an email stating, "I need you to post to this thread on 2Peas, on your blog, and on the event page and here's what you say: Myself and my staff apologize for the error in handling this situation. A full refund has been offered and accepted. Please know that our thoughts and prayers will be with Sharon." (A good PR person would have repeated the same in the emails as well.) That's it. Short, succinct, doesn't invite another foot-in-mouth situation. And done quickly, not 10 hours later.

Too many times in this business it seems people hire friends, instead of professionals. Professionals know how to handle even the most difficult of situations and how to shield YOU from controversy, hurt feelings, and character attacks. They help preserve that part of your life where you can be human. And unfortunately, that part of your life no longer includes scrapbook communities like 2 Peas.



and finally
from Jumperhop
Donna just a few tips on how to write an apology letter. Basically you throw out what you wrote and consider this instead.
1-The sooner you write an apology business letter after an infraction the better. If you've committed a business offense of some kind, extend an apology shortly thereafter. Acting quickly can make the difference between saving or ending a business relationship.

2. When writing an apology business letter start by saying you are sorry. You want the intent of the letter to be clear. Next offer an explanation regarding the reason for the letter. What went wrong and how you plan to rectify the situation. Along with responding in a timely manner, when you write an apology letter be sure to promise that you won't repeat the offense. At the end of the letter, be sure to apologize one more time and mention that you value the business relationship.

3. Writing a business apology letter will show the injured party that you not only realize you were wrong but that you also value the relationship. It's important that you accept responsibility for what happened.





Sharon did nothing wrong in attempting to explain her situation to your company, she did nothing wrong in asking other's opinions on how to handle the situation, and she did nothing wrong in venting her frustration of the situation.

I think she deserves a very sincere apology and understanding that there has been true change from your company in it's policy and procedures, and if a situation like this ever happens again, it will be handled professionally, with compassion, fairness and sound judgement.

I also think that this community deserves a very sincere apology for you taking personally company critique and allowing employees and friends to scorn Sharon's supporters and your customers. I hope you come to a true understanding that this is not personal, and that it is important that you care about who buys your products, and if they buy your products, not just because of your earnings, but that it is proper way to conduct business.


denisewalks
BucketHead

PeaNut 356,993
January 2008
Posts: 656
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Loc: So Cal

Posted: 5/3/2009 1:41:02 AM
Sharon, I just want to wish you the best.

Cara in TX
Paper Angel in Bulletin Board Hell

PeaNut 198,220
March 2005
Posts: 26,581
Layouts: 25
Loc: Outside Houston

Posted: 5/3/2009 2:23:31 AM
Whew! What a thread!

I have a question that I didn't see answered....why the policy that you cannot transfer or sell your ticket to someone else? Seeing that they sell the tickets so far in advance that rule is strange. I just don't see a reason for the policy...can someone tell me?

I can't think of any event that I could buy tickets for that I couldn't sell or give away if I couldn't use them. Why is this event different?


~Cara




DS#1~16yo DS#2(Autistic)~13yo
I've got the b**bs in the family, and they can be used for evil or for good. ~Qwendy, June, 2005
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stampfox
PeaAddict

PeaNut 344,996
October 2007
Posts: 1,258
Layouts: 2
Loc: Deep East Texas

Posted: 5/3/2009 2:36:09 AM
Sharon, good luck with your surgery and prayer for your recovery.
Twyla
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