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April 1, 20010

Attn: Karl Bergstrom
 
I work in a demanding customer service oriented field and wanted to let you know how impressed I have been with each and every interaction I have had with Bergstrom employees.
 
I live in Glendale, CA and choose to drive down to your store in Irvine rather than shop at any store closer to me, because of the exceptional service I receive.
 
It took some convincing to get my husband to drive down there to purchase our crib, dresser and recliner (as well as other smaller items) over several trips.  I kept explaining to him that it is the nicest, cleanest, best priced and most importantly friendliest and most knowledgeable staff I have found.  Now he believes me!
 
From my first trip in I never have had an employee pass me without saying hello or asking if I needed assistance.  The gentlemen that showed a group of us how 5-6 different strollers worked was amazing.  The women that have helped me pick out a crib and make sure my choices were not too bold on a recliner fabric have been so sweet and never made me feel like I was taking too much of their time.  The managers working upstairs who have assisted them with my sale coupons have always been quick and helpful in interactions.  When I called in to the internet phone line to check on stock of my crib the gentlemen that answered the phone was not only fast, knowledgeable but so easy to interact with and friendly.  When I have emailed to make changes to my registry or called in with questions everything has been done immediately and correctly.
 
Recently I had a product quality issue and emailed in my issue to the general email address.  I was certainly not expecting the above and beyond response that I received.  Then when I was called timely in a follow up call and asked for a "favor" it was not only received as a great idea but put into action immediately.  I was amazed at how every time you are able to exceed my expectations.  You have great employees working for you and not only do they exceed my expectations but I watch them interact in the store and they seem to have a lot of fun amongst the group.  It's great to see.
 
Thank you for being in business so I can do all my major purchases with you even if it means driving that extra distance.  I have not been able to find a store around Los Angeles that provides me with the similar service, quality and price that yours does.
 
Sincerely,
 
 
Heather B
Burbank, CA