The Fox and Hound Follow Up Letter

As you all know I recently had an issue at the Fox and Hound on 86th street here in Indianapolis.  Based on that article you learned that the Fox and Hound would be sending me a gift card as well as three HIP cards to compensate for the awful time that at had in their restaurant.  I recently returned from vacation to an envelope from the corporate offices of the Fox and Hound.  Inside the package were a $75 gift card and the letter which you can read now.

September 18th, 2009

Mr. Totts,

I want to personally thank you for taking the time to contact us.  We apologize for the poor experience you had at the Fox and Hound in Indy.  I assure you that I will be personally following up with the store to insure that this type of situation does not happen to anyone in the future.  I would like to give you my contact number should you wish to discuss this matter further or should you have any other issue with us in the future.

At Fox & Hound, we pride ourselves on delivering an experience far beyond the guest’s expectations and we obviously fell way short on yours and our expectations this time.  I assure you that providing excellent service is the only acceptable practice and I will be working diligently with the tram in Indy so that this type of situation does not happen again.

We value your patronage and would like to see you again in the future.  I understand this type of situation can change your opinion of Fox and Hound.  I am hoping that you give us another chance.  I assure you that we will not let you down.  I am enclosing a gift car in the amount of $75.00 and my contact number along with my email address should you wish to contact me.  Please do not hesitate to call or write should you wish to talk to me further.


Jeremy Herzberg

District Manager

Now, if you had read the previous article you would know that i was not only promised the gift card but also three HIP cards to go along with it.  After all that was how this whole thing got started in the first place.  However, I did not expect the gift card, which was a nice touch.  I will be using that gift card as I have found a new home at the Fox and Hound in Carmel.  I will never return to the one on 86th street, that is for sure, but I will be giving the Fox and Hound a second chance.

I just wanted to share this letter with you as a way to follow up on the previous post.  I wrote that previous post the night after the night I experienced the issue, assuming all along that I would not be getting anything in return.  While I was not expecting anything when I initially called the corporate offices, it does come as a surprise that not only did I get the gift card that was promised, but also a personalized letter based on the phone call that Mr. Herzberg and I shared.  I will be asking the next server that I come across at the Fox and Hound in Carmel for a HIP card.  I will also be showing this letter to a few of my close friends that will have a vested interest in how the Fox and Hound redeemed itself.  We are three HIP cards short of a home run of redemption.  Will the Fox and Hound step up to the plate?