just got this email
With reference to your most recent correspondence, we are aware that you were unhappy following our initial findings with our customer service team. We have continued our investigations in order to respond to you as fully as possible. We have now completed this process and are in a position to present our conclusions to you.
We have established that a number of customers were contacted on Wednesday 19 March with regard to a pricing error on a web-site that we operate.
Instead of sending the email Bcc to each of the customers one of our operators put the email addresses into the To box, thereby sending each of the customers the email address details of the other customers involved. Immediately recognising his error, the operator then tried to recall the email. Despite the recall we will unfortunately not be able to supply the products shown at £0.00. A few of our customers have complained to us and we have offered them a mains or car charger or a 15% discount voucher to cover them for any inconvenience caused.
Clearly, the individual and the company are extremely concerned by the impact of this mistake and will do everything reasonably possible to rectify the situation. Importantly we must emphasise that all our websites and systems are fully secured through SSL and substantial IT firewalls and it is impossible that any other details, other than the email address, has been shared with the other customers. We accept our mistake but do not accept any loss or damage as a result.
We clearly state our data protection policies on all the websites and these are at the forefront of our minds when dealing with your data. All of the systems are protected properly and the team have been trained and are aware of data protection issues. It is unfortunate when human error upsets this. It was an in-advertent mistake and extremely rare. Our customers are usually dealt with individually, either by the websites responding automatically or via the customer service team. Bulk emails are not something we normally have to send out except in exceptional circumstances. We have been investigating how the error happened from the top level down and improved the controls to help prevent this from recurring.
There was no malicious intent as we were advising customers of a pricing error. We immediately spoke to the compliance team of the Information Commissioners Office to inform them of our concerns and they have confirmed that we have taken all steps necessary to prevent any re-occurrence and both they and our legal representatives are satisfied with our actions and customer response.
We understand your point of view and appreciate that inconvenience has been caused. Please accept our sincere apologies and our discount or gift offer to you.