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+1 for the OP. And great response by the company.
+1 for the OP. And great response by the company.
Absolutely a dick move on the part of Mr. Crudden. Absolutely hilarious and awesome response from the store owner. Almost makes the whole thing worth it.
@dangerp: It is a complete, 100% dick move on the part of the customer, but when you're an establishment named \"pret a manger\", which translates to \"ready to eat\", you had better not keep your customer waiting.
If you've ever been to \"buckhorn\" here on the west coast, they have a standing policy that if it ever takes more than 7 minutes from the time you order your food to the time you get it, its free. I've never timed my meal prep time, or tried to redeem this, but I've heard of people who have had their meals delayed in minor ways, upon which the mgr preemptively refunded the purchase price.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-804913-100x100.png\")
@dangerp: Had they done something wrong it would have been much better.
I once invoiced a scammy local comedy club (You've won 8 free tickets! 3 (10$) drink minimum!) for the time I spent answering their phone calls and listening to their voice messages. This was only after I'd asked them over the phone and in writing to take me off of their call list (as well as informing them that I was on the national do-not-call list) a minimum of five times.
Sadly, no response AND no check D:.
Also, I missed this becasue of the Cash4Gold story! For some reason, it being \"tied\" to the top of the page messed up all the other stories for me, for those few days.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-929652-100x100.png\")
@dangerp: I don't think he was expecting anyone to actually pay him. Suing them would have been a dick move, sending them invoices is hysterical.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-86968-100x100.png\")
That is hilarious. I like that they even added a pound to the cheque to cover the walk to the post box.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-470935-100x100.png\")
The 7th seal is now broken..
Holy cow.. If everyone was assigned a billable rate for their time and you deducted that from goods or services.. What has the world come to?
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-930029-100x100.png\")
I think what this douche doesn't get is that if he wants instant service everywhere, then that will cost him more money which will cost him more time to earn. If his time is too precious to wait in a queue than he can hire someone to go get his lunch, wait at the PO, etc. So his time is worth a dollar amount but it's up to him to figure out how to trade it. He doesn't get to hand that value to the rest of the world and have it be accepted.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-326654-100x100.png\")
I can't tell whether the owner is trying to tell him to get lost as politely as possible, trying to win him back as a customer, or just confound him with his response.
I understand your time on the planet is valuable and I am indeed sorry you were not able to spend more time in my competitors' establishments.
I think he's most definitely encouraging him to go elsewhere.
@Traveshamockery: This is a classic example of British backhanded politeness. We're pretty good at it her ein the Great White North, but as this letter shows, it's a fine art in Britain, and they're the undisputed masters of it.
That said, it's not so much a \"get lost\" as a \"You're being a giant pedantic dick, feel free to come back anytime, don't ever think of pulling a stunt like this again, but thanks for the free PR.\"
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-356584-100x100.png\")
@Traveshamockery: Looks to me like he's being pretty condescending to him. Probably making fun of his obscurity for billing him in the first place, but viewing the check as a cheap promotion.
@Traveshamockery: I'm hoping that once the check is cashed, the Cafe owner bills McCrudden for the time he spent responding to his correspondence, having someone draft a check, etc.
.
(And hopefully without the discount)
.
Cafe Owner's time, say 30 minutes x $200/hr.
.
McCrudden gets to cash the check and then write one of his own for $100. :)
.
(I know, it's BPS not dollars but I don't know how to make the BPS symbol)
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-6536-100x100.png\")
@Traveshamockery: I'm going with A. I'm thinking the OP might have some trouble if he actually has the nerve to go back to any of the places who reimbursed him.
I was hoping the letter was going to say that they've banned him from their store, for his convenience.
@Traveshamockery: I say none of the above. I think Pret A Manger saw the potential for a (cheap) advertising opportunity and went for it. Brilliantly.
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@Traveshamockery: I think C, but the more I think about it, the more I think I really just dislike the letter-writer and love the sandwich company.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-436259-100x100.png\")
@Traveshamockery: I'll go with C.
That and in the end he hedged it with a \"got suggestions?\" in case the OP was serious, and then there is always the \"if not, then tsfu\"
The move is a bit dickish, but it can be a good way to make a point when actually faced with bad customer service (day long wait on Comcast, anyone?).
The response from Pret A Manger (i read it as Pat a Manager), however, is just plain awesome.
I just signed up for Comcast. They're coming on Saturday morning between 8:00 and 10:00am. I'm hoping it doesn't end up being a day long \"sit 'n wait.\" AT&T's DSL service (or lack thereof) finally pushed me over the top to switch, and Verizon's offerings aren't feasible.
*crosses fingers*
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-1236-100x100.png\")
@MostlyHarmless: It's only because I know the place, I call it by its proper name \"Pret-ah-mahnjay\"
@MostlyHarmless: Makes sense with Comcast, companies that waste your time in long lines etc.
Not sure it makes sense here - either the guy is a dick or +1 to both parties for exemplary dry british humor.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-16563-100x100.png\")
@MostlyHarmless: Truly really awesome.
And very smart on the part of Pret A Manger, as well.
...An interesting compare/contrast against the Cash4Gold response: both of them will get a tidal wave of internet publicity, but only one will see any benefit out of it.
@MostlyHarmless: I read it as Pet a Manager...and was a little confused as to the actual service they provide. Thank you, Consumerist, for enlightening those of us who didn't know that it is actually a sandwich shop.
Are there any, by chance, in the States? I'd make a trip just because of the letter.
Never does my assholelishness end so well when I engage in such douchebaggery.
The brits are great at this, in 1976 some jokers wrote to the Whitechapel Foundry who made the original Liberty Bell complaining about the crack. The Foundry wrote back saying they'd be happy to take it back as long as they returned it in it's original packaging.
That is some incredibly high level of pure, unabashed awesomeness. Both for the consumer to bill for time wasted and for the company to respond. There was a bit of a dickish tone to the response, tongue in cheek as it may have been.
When I make it to London, I will have to track down a Pret a Manger and get a sammich.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-943594-100x100.png\")
@floraposte: And they have loads of options from veg to low fat to gluttonous. And they are tasty! When I was in London on a budget they were a staple for me.
@jerry_101: They won't be hard to track down: they are almost as ubiquitous as Satrbucks. However, their food is very good and they seem to be a responsible company re. employment and the environment etc (I say seem because I've never known them do anything dickish but I'm sure someone else will be better informed.)
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-1037-100x100.png\")
I could understand the complaints about the post office and bank they're not exactly optional services. But if a sandwich shop is consuming so much of your time perhaps you should bring lunch. Agreed though great company response.
My Mother once submitted a bill to her GP Dr. for all the time she spent waiting in his office PAST her appointment time, and sent him a bill for the amount of money she missed by not being at work. While he didn't pay, she never was left waiting again.
@GitEmSteveDave_GlassMeatClocks: I considered doing this when i was waiting for THREE HOURS at the optometrist. Their problem is that it's standard practice for them, not a rarity.
Does anyone else keep seeing Pret a Manger as Pet a Manager? Not right, I tell ya. Not right.
@pecan 3.14159265: It's French for \"ready to eat\" since a lot of their sandwiches/salads are ready to grab and go. I ate there A LOT when I was in London last fall.
@pecan 3.14159265: I did the same. I'm continuing to make that mistake, despite knowing that it's wrong...I don't get the name at alllll.
@MostlyHarmless: I just caught your earlier post. Lord, silly minds think alike. I did a double take because at first I thought it might have been a post about a company called Pet a Manager. That's just weird.
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@pecan 3.14159265: I, for some reason, read it as Pret A Manager.. I didn't even notice it was Manger till after your comment.
What is Pret a Manger anyway? None of these options make any sense.
I want a sammich.
@Kimaroo - 20% More Kitty Added!: I think it's \"ready to eat\" or \"ready for eating.\" Sadly, I base this assumption not on my abysmal knowledge of French but my useless facility with pop culture.
@pecan 3.14159265: I read that too (and posted the same comment almost!).
But I think you mean \"great minds\" ...
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I draw a line with this sort of thing on whether I've purchased the item or service.
If I'm on hold with Comcast for 2 hours waiting to get my cable fixed, shame on them. If I'm waiting in line for an unacceptable amount of time to buy sandwich, shame on me. For the latter, I may contact the vendor to tell him that his service sucks, but I won't expect to be reimbursed for my time.
But if the OP can pull it off, more power to him.
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I wonder what he does for a living. Lawyer (solicitor/barrister) perhaps?
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-586739-100x100.png\")
If Fark has taught me nothing else, it's that the answer is always C. And Florida is one messed up state.
Also, images of cats or kittens with poorly spelled aphorisms are always funny, even though no one can explain exactly why this should be so.
Now that I think about it, Fark has taught me a lot, akshully.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-344098-100x100.png\")
I ask telemarketers for their Accounts Payable Department's address. When they ask why I would need that, I explain to them that I'm a consultant that charges $100/hr, two hour minimum for all consultations including phone - then I tell them they called that phone and I need the address to submit the invoice to. Most hang up immediately, others get a good laugh.
This guy had the balls to actually invoice them. Wow!
Props to the founder for having a great sense of humor, but the concern is the copycats that will now try to pull the same stunt.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-439678-100x100.png\")
@TheSpatulaOfLove: It would need a specific set of circumstances to work. Fortunately for this guy he was in Britain, that humor stood out brilliantly.
First, it would have to be a boutique type place, a local or regional shop. I can't see many large franchised shops having the sense of humor or setting a precedent like this.
Second, the invoice was probably pretty funny too, in a dry British way. So the humor would have to be reciprocated.
Third, it would have to be for a small sum of money. Billing them hundreds or thousands would get you no where. While his rates seem excessive (44 pounds an hour, that's like $60 an hour which is either a lawyer or what my company says I make when they bill their clients) it wasn't for much money.
@snowburnt: However, if you have an actual beef like having to miss work to wait for a 9 hour window that some service contractor gives you and they don't show up, humor is right out the window and they're definitely getting billed for a full day of my work.
Pret a Manger uses Consumerist FTW. Probably the smartest, and most cost-effective, gambit I've seen in awhile. Consumerist bought it, and I'm happy to have read about it.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-383197-100x100.png\")
Hey Paul McCrudden, buy a book. Read said book while you are waiting in line. Problem solved.
@gparlett: I don't know... he might bill the author (or publisher) for the time spent turning the pages.
The next time I am in London, I now have to eat at Pret A Manger. The response from Mr. Metcalfe was spectacular. I will also have to contact Mr. Metcalfe when there and offer to buy him a pint at the local pub.
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@MarcTolbert: No need to go all the way to London. They're a chain, and all over NYC.
Really weird hours, though. I can't think of a time I've passed one that was open.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-540837-100x100.png\")
After reading this I was forced to send a thank you and a bravo to Julian Metcalfe. As I couldn't find his email anywhere, I just used the form on their website.
In looking at their website it's nice to see that the higher-ups (I think the co-founder would qualify) are available to get a hold of. They have a special number set up to get a hold of them, and they seem pretty accessible.
If Pret A Manager ever makes it to Minneapolis, they can be assured that I will stop ion for a sandwich periodically.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-423957-100x100.png\")
Just think, that might have cost them $105 to pay him... which seems like alot. Until you consider the free advertising they bought with that $105 check. Brillaint Pret A Manger... simply brilliant!
@egoods: \" Until you consider the free advertising they bought with that $105 check\"
Its not free if you paid for it.
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@xtc46 - thinksmarter on twitter:
they didn't pay for it: they paid McCrudden with no guarantee of advertising--they got the advertising free.
I always feel the same when asked to provide feedback to a company. I ask, whats my compensation? After all they are asking me to help their for profit company increase profits. Sounds like a business transaction to me.
This however is beyond sanity. I applaud the effort since insanity is a rational response to today's consumer environment.
That was the most incredibly dickish move that anyone has ever done. To further pile it on, the shop rewarded his bad behaviour with over 60 quid, and he's likely to send them a further bill once he's waited in the queue there again for a while.
Of course he'd rather be doing anything else besides waiting in the queue. Who wouldn't?
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-25155-100x100.png\")
Now, if only I could get interest on the money the IRS \"borrowed\" from me during the tax year I would be in heaven.
I would be in heaven because the Earth would implode.
I guess the manager googled the Internet, find this guy's blog/website, figure out that it will grant their business a big big visibility if they make the unlikely move.
62.8pounds really worth the visibility gain.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-469349-100x100.png\")
Absolutely classic. I've never heard of a Pret A Manager until now, but talk about buying brand loyalty on the cheap. I'd have lunch there today if I didn't have to cross the Atlantic to do it.
Them be some smart sammich sellers. Real smart like.
I have *this* close to doing this to my absolutely terrible health insurance company for denying a completely standard claim, and then making me do all the legwork (ER notes, doc notes, etc) to prove that the claim was valid.
Of course, it was valid, and upon review they company agreed and paid the claim. But I was just about to bill them for $150 (3 hours of work at $50/hr) for the work I had to do that they SHOULD HAVE DONE in the first place. I don't get paid to research claims, their staff does.
Then I thought about them having so much power over me, and the fact that they might start denying more of my claims just to be assholes...so I didn't.
*shakes fist at private insurers*
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1114821-100x100.png\")
@lannister80: Yup...glad we have that wonderful private health insurance industry looking out for us...so much better than that scary \"socialist\" health care system.
I've gone past the various Pret A Manger stores here in NYC many times, but have never eaten there. Always seemed a bit pricey. A friend loves them.
Seeing this response from them has definitely encouraged me to go check out what they have to offer at least once!
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-261962-100x100.png\")
What an awful name. Who wants to eat in a manger? What the he'll does Pret mean, and where can I find Pret B?!?!
Ah, but Mr. McCrudden forgot something. If he's waiting the same amount of time as everyone else (on average) for a given brand, then that time has already been factored into the final sale price. That waiting time would effectively become part of the cost of the product or service, and only the portion of the market willing to bear that cost would partake in the transaction.
What he *should* bill for is the amount of time above and beyond the average spent with a given brand. This would be the added cost (in time) above the market rate that hey paid.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-144421-100x100.png\")
This borders on flat out blaming the OP, but who waits 88 minutes for a sub? I'd be gone after 10, tops.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-257467-100x100.png\")
@eelmonger: Actually scratch previous comment, apparently this includes him staying for lunch as well. 4 visits, 22 minutes each including line and eating, 5 and a half pounds for a sandwich...sounds like it might be just right?
@eelmonger: This seems to be over every visit through a six week period. Say two visits a week, it's more like 7 minutes a visit. That seems somewhat reasonable for a busy sandwich shop.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-291079-100x100.png\")
methinks Pret a manager did a quick internet search, saw what the guy was up to and made a very smart PR move.
well done Mr Pret a manager man
If I was kept waiting at a place called \"Ready to Eat,\" I'd be annoyed too. That's false advertising.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-59988-100x100.png\")
Dude I'd totally eat a sandwich from those guys. Julian Metcalf +1 charisma. (lulz)
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-1261540-100x100.png\")
If only this would work for every business. I would have made oodles of money.
Complaining to 'brands' about your wasted time? Go home and make a sandwich you pompous arse.
As funny as this response is, this guy is a joke. He says he would rather spend his time elseware...so why doesnt he? He doesnt HAVE to wait for a sandwhich, see a moive, or any of the other things he did, thats obsurd.
I can understand being pissed if a company just outright wasted your time, like cable companies not showing up for appointments, and things like that, but when you are making a choice to stand in a line or do something that you benefit from, you include that as oppertunity cost for the product and take it into consideration.
For instance, when i go to lunch each day, part of my decision is based on how much time I feel like being away for. If im busy and want to eat at my desk, I may bring a lunch (assuming i know ill be busy) or head to the place thats downstairs. If I feel like going for a walk, I may head to the subway thats about .5 miles away, then come back and hang out in the breakroom. But that is MY choice, and as such, I have no right to bill a company for it.
The owner should;ve given him extra money in the check then tell him that if he coud please wire the excess money back to them.... (you know how that goes)
Ah, but just wait for the invoice for the advertising he did on their behalf
For less than $100, Pret-a-Manger got an ad on Consumerist. Well done!
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-100023-100x100.png\")
I work near Union Square, NYC, and A Pret just opened there. I generally avoid food from any chains, and support local mom & pop businesses, but this letter will certainly make me get lunch there at least once.
Responding to the letter in this manner was a huge win for Pret.
And I think the guy who wrote it is a dick.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-247085-100x100.png\")
I'm going to bill Paul McCrudden for the time it took me to read that annoying letter. I hope he doesn't mind sending the check to America.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-151218-100x100.png\")
I have so much respect for Pret a Manger! When I saw a news article that they were expanding from the UK to the US, I sent an email asking if they had plans to expand beyond NYC to the rest of the country... and they responded with a thoughtful, personal email! Still waiting for them to come out to rural Texas where I live now :-D
Wow, Pret's business model apparently rocks as hard as Mr. Metcalfe: [en.wikipedia.org]
Read the section on \"Staff\" in particular. Current employees voting new hires in? Sounds like lots of American businesses could learn from this.
Julian Metcalfe, FTW!!
Someone please actually go read McCrudden's #6weeks website, then follow the Home link to his employer's webpage. Apparently he and his employer are a little more creative than we're used to here in the U.S. This article, and half the comments on it, totally missed the point. It's a brilliant way to prove that your company has innovative ideas and can generate positive international media attention (with $0 upfront cost, now less!) for your brand. If I was in consumer sales, I would so hire these guys. And then I would happily pay their follow-up invoice at whatever rate for their very valuable time helping my business. Bravo!
Oh, and \"Pret A Manger\" is French for \"Prepare/Get Ready to Eat\".
The question of whether someone \"deserves\" to be paid for their time depends entirely on whether what they do with that time is of any value. If this guy's got time to go around keeping records and writing letters about inane crap then I for one suggest his time ain't worth it.
We'd all like to be paid for jerking off...
Hopefully the guy was just having a laugh and will now turn around and donate some monies or return the cheque to Pret A Manger and tell them they are awesome and be a lifelong customer.
I would :)
Reminds me of the guy who sued Northwest Airlines for the time he wasted waiting on the tarmac. I think he filed in small claims court in NYC and the airline didn't show, so he won the judgement.
The cafe example is a bit much, but these kinds of showdowns are the ONLY things that move some companies.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-562864-100x100.png\")
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Wow.. I bet he'll be a customer of theirs for a long time to come.
@Kimaroo - 20% More Kitty Added!: Don't know about this guy, but they don't need to pay me to eat there. Awesome sandwiches. The wife and I ate there a grand total of 9 times during the week we spent in London. I would say I wish they'd come to the States, but I'm sure we'd just screw it up somehow.