For example, foo.php?p1=x
$p2 = $_GET['p2']; // <– generates Undefined Index error

The solution is to check query strings for existing fields prior to accessing.

The ternary operator ( test ? value if true : value if false ) creates compact code for testing query strings:
$p2 = isset($_GET['p2'] ? $_GET['p2'] : 'default value';

It’s been over 3 months since I dropped a coat off to Brooks Brothers for alterations. My frustration has resulted in sending the following note to the CEO of Brooks Brothers, Claudio Del Vecchio. We’ll see what happens…

Dear Claudio, 

I am writing to report the most abysmal customer service experience I have had at Brooks Brothers. If I am valued at all as a customer, please see to it that my coat is returned and that the $237.94 I paid to have it altered is refunded to me.

Timeline of events:

April 16, 2009    I dropped my Brook Storm coat off for alterations (replacement of lining) with Melvin Murphy at the Brooks Brothers located at 1201 Connecticut Avenue, NW, Washington DC. Ticket #2987281 (attached) was issued, with a ready date of 5/12/2009. I was informed that the alterations would need to be performed offsite, and that payment was due in advance. I naturally pay with my Brooks Brothers Platinum MasterCard.

May 12, 2009     The ready date arrives. No word.

June 11, 2009     Brooks Brothers Platinum MasterCard invoice with charge of $237.94 for alterations is paid.

June 20, 2009     I stop by the Connecticut Avenue store to pick up my coat. After some befuddled looks from the store clerks, it’s discovered that my coat was misplaced within the alterations department and was never sent for alterations. The store general manager, Paul Poulin, comes over and apologizes. He informs me that the coat would be altered and shipped to me free of charge within two (2) weeks. He also invites me back for Brooks Brothers’ annual sale, stating that he will be able to do something extra for me as an accommodation for the inconvenience.

June 27, 2009     Not having had time to visit a store for the annual sale, I call Paul to ask if the “something extra” discount could be applied as a credit to my Brooks Brothers’ card. I am informed that this is outside the scope of what he is authorized to do as a general manager.

July 6, 2009        The promised two (2) week period has elapsed. Still no coat.

July 22, 2009      Still no coat. Seriously. WTF?

I understand that mistakes can happen, but the hallmark of great customer service is correcting problems when they occur, not letting them repeat and perpetuate. I am also disappointed that Brooks Brothers does not empower its general managers more to fix customer service issues. From the customer perspective, a discount on future purchases has less value than a refund of money already spent. A store manager should have the discretion to make the customer happy.

As it stands, I am unhappy. Over 3 months have now passed since I originally dropped off my coat for alterations. I know I am not the largest customer at Brooks Brothers, but I do have a choice of where I purchase my clothing. Quality and service are attributes I value in my retailers, and I hope that both have a home at Brooks Brothers.

Thank you for your prompt attention to this matter.