DETROIT
06/10/2013 08:23 am ET Updated Aug 10, 2013

At Quicken Loans, A Culture Geared To Customer Service - NYTimes.com

REMEMBER the recent column about DailyCandy, the e-mail service for discount deals, and the customer who sent e-mails for six maddening months, trying to get an $85 refund?

Well, after the matter was thoroughly investigated, we learned that an employee at Group Commerce, which handles DailyCandy's order fulfillment, had marked the refund as paid, even though it wasn't.

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