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How not to handle unsubscribes

May 18, 2012

I've recently been spending alot of time (and money) at a well known baby shop, Mamas and Papas sinc the birth of our son. As ever when you order anything that isn't in stock they ask for your email address as standard and you then get subscribed to their offers. They send me about 2 emails a week and I'm not interested so i decided to unsubscribe. Its a nicely designed newsletter and there is an unsubscribe link at the bottom of the email.

All seems straight forward. However when you click on the unsubscribe link it takes you to a page on their website "if you know your account password you can unsubscribe by changing your preferences or enter your email address below and we will send you a link that you can use to unsubscribe".

Not exactly what I was expected. I don't want them to send me another email so I can unsubscribe. I just want to unsubscribe. Anyway I enter my email address and click "Send Confirmation Email". To my surprise it comes back with an error saying "we have no record of your email address. Pleas call our customer care team"

I checked the address the email was sent to and its correct. I even tried matching the case just incase but still no joy. So currently I have no way of unsubscribing. To me this is damaging their brand.

Posted by Simon Hill

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