Hoon.co / I’m Hoon Park: a husband, father and product manager.

American Express customer support success

In November 2014, American Express had a Small Business Saturday promotion where if you made up to three purchases of $10 or more from designated “small businesses” using your American Express card, you would receive a $10 credit for each purchase.

Sounds like a great deal, right?

This type of thing is right up my alley, so I made sure to take advantage.

There’s a map on their site that helps you determine what stores qualify for the promotion. I looked up a few places near my house and made an agenda for the day:

  • breakfast at a donut shop
  • buy some secondhand clothes for my kids after breakfast
  • frozen yogurt with the family in the afternoon

When I got to the frozen yogurt shop, I learned they don’t accept American Express. By the time I discovered this, my kids had already started eating their frozen yogurt, so I wasn’t going to leave. But, I did have a sour taste in my mouth because I was spending $10 more than I planned because I had to use a different card.

That afternoon, I tried sending a tweet to American Express’s “Customer Care” Twitter account on a lark to see what would happen. Here’s what transpired:

I filled out the web form, and then:

Thank you for your email.

I’m sorry that you had this experience, but we certainly appreciate you letting us know that this merchant no longer accepts Amex.

I have issued the credit in the amount of $10.00 to your card ending in ##### for your purchase with Yogo Bowl. Please allow 5 business days for the credit to appear.

Have a nice day.

Olivia Hendricks
Social Media Response Team


Thanks to Olivia and the American Express Customer Care team for helping me feel good about being an American Express customer.