Not sure the phrase, "I'm never shopping there again," quite works with this one, but this was a major customer service fail (in kind of a "sensitive" industry) and I was thinking about where on Ehell it would be appropriate to share it. And there isn't really an etiquette question.
In a nutshell: donations to a charity in honor of a deceased person were left at the funeral home - and the funeral home didn't forward them to the charity until a year later.
I think I've mentioned before that my mom heads up a small non-profit, offering information and support to parents of kids who have a certain kind of disability. I have stepped in and become the office assistant, at least temporarily, when the original one got very ill.
Well, this month we received a mailing from a funeral home containing two donations, one check and some cash, made in honor of someone who had passed away. Mom didn't recognize the name, and there wasn't a family member included as contact, so I looked up the obituary and also called the funeral home. I discovered that the deceased had passed away in November of 2012. Thinking maybe I had the wrong person, and another individual with the same name had passed away more recently, I asked the funeral home if I had the right one. Then I realized the check was dated November 2012. The person I got on the phone at the funeral home was like, "Oh, yeah, my secretary just went through some old files." To be fair, I was asking him about who to contact from the family, and trying to verify that I had the right person, I didn't phrase my call as complaining about the delay, but don't you think they should have been a little more apologetic, or at least aware that they screwed up? Mom and I drafted some very grovelling thank-yous to the family (the funeral home did give us that contact) and to the two individuals who had donated - who, we were afraid, might be wondering why they hadn't yet received thank-yous for donations sent over a year ago!
Mom feels it's the family's place, not ours, to make a formal complaint with the funeral home because they're the "customer." But unfortunately, we took the check to the bank as part of a deposit before we read the date carefully (which, I admit was our mistake but it doesn't occur to us to check to make sure our donations aren't a year old). The deposit went through but the bank could still reject the check, so to speak, and may charge us a fee!
I wonder if there were even more cash donations than the one we received, and they got permanently lost or even stolen from the funeral home.