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I think customer service has went out the window.

Mysterious_wifeMysterious_wife member
in Babies on the Brain

I am so sick of sh!tty customer service.  I have made a pact with myself to email every corp. office when customer service is bad.  This week alone I have sent 3.

Today's ordeal.

I called Sam's in Nashville to order A's cake and cupcakes. (I typically do homemade, but that is another story for another day) The person who answered the phone was a bit rude, but considering the location very typical.  I asked to be transferred to the bakery.  I get the bakery and the woman answers "BAKERY!" I pause in shock before I respond. "CAN I HELP YOU OR NOT?"  Whoa.  I kindly ask to place an order for their lady bug cake and cupcakes.  "We ain't got no ladybug rangs."  I explain it is for Aug. "Oh, just call back in Aug. then"  The b!tch hangs up on me.  

I fired off an email to Sam's.   

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Re: I think customer service has went out the window.

  • Melaneigh1Melaneigh1 member

    I send emails and call places for terrible customer service, too.  I completely understand how frustrating working retail can be, but I have never treated a customer that way, even when it would have been (to me, anyway) justified.  And you knew exactly what you wanted, which is a rarity - that lady should have been glad to talk to you!

    What I do need to work on, however, is also sending emails or making calls when I receive excellent customer service, because those calls make an even bigger difference.

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  • Mysterious_wifeMysterious_wife member
    imageMelaneigh:

    I send emails and call places for terrible customer service, too.  I completely understand how frustrating working retail can be, but I have never treated a customer that way, even when it would have been (to me, anyway) justified.  And you knew exactly what you wanted, which is a rarity - that lady should have been glad to talk to you!

    What I do need to work on, however, is also sending emails or making calls when I receive excellent customer service, because those calls make an even bigger difference.

    I have done that in the past.  lately I have not had a reason to send one.  It is sad.  

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  • Mysterious_wifeMysterious_wife member
    imagekdodge423:

    Why didn't you call back and ask to speak to the store or bakery manager? Sending an e-mail is one of the worst ways to get a response. By the time they get it, route it to someone to look into (if they even do) figuring out who the exact employee was is going to be a pain. Calling the actual store now narrows down that window and the person can be delt with now instead of 3 months from now.

    And most likely all you will get in return is some generic " Your business is important to us, that isn't our policy, sorry for the inconvenience" response.

     

    Just got off the phone.  The more I thought about it the madder I got.  I spoke with the store manager who offered to give me my order free. They are out of "rangs" though.  She said they weren't sure they were getting more in. 

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  • Mysterious_wifeMysterious_wife member
    imagekdodge423:

    Why didn't you call back and ask to speak to the store or bakery manager? Sending an e-mail is one of the worst ways to get a response. By the time they get it, route it to someone to look into (if they even do) figuring out who the exact employee was is going to be a pain. Calling the actual store now narrows down that window and the person can be delt with now instead of 3 months from now.

    And most likely all you will get in return is some generic " Your business is important to us, that isn't our policy, sorry for the inconvenience" response.

     

    Just got off the phone.  The more I thought about it the madder I got.  I spoke with the store manager who offered to give me my order free. They are out of "rangs" though.  She said they weren't sure they were getting more in. 

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  • ExcitedtostartExcitedtostart member
    imageMelaneigh:

    What I do need to work on, however, is also sending emails or making calls when I receive excellent customer service, because those calls make an even bigger difference.

    This. I always mean to, and then I don't.

    And ditto KDodge, I wold call them back and biitch out the manager.  

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  • Mysterious_wifeMysterious_wife member
    imagekdodge423:
    imageMysterious_wife:
    imagekdodge423:

    Why didn't you call back and ask to speak to the store or bakery manager? Sending an e-mail is one of the worst ways to get a response. By the time they get it, route it to someone to look into (if they even do) figuring out who the exact employee was is going to be a pain. Calling the actual store now narrows down that window and the person can be delt with now instead of 3 months from now.

    And most likely all you will get in return is some generic " Your business is important to us, that isn't our policy, sorry for the inconvenience" response.

     

    Just got off the phone.  The more I thought about it the madder I got.  I spoke with the store manager who offered to give me my order free. They are out of "rangs" though.  She said they weren't sure they were getting more in. 

    I hate when I run out of "rangs". Totally ruins my day.

     

    Mine too.  I just wanted a ladybug ring, but I was informed "rangs" are cooler.  

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  • MrsSerendipityMrsSerendipity member

    imageLoisLane23:
    Mother 'effin rang intended cupcakes.

    FTW! 

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  • armandos_girlarmandos_girl member
    This reminds me that I've been meaning to email Talbot's and let them know about the excellent customer service I received a couple weeks ago.  Thanks for the reminder!
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  • Mysterious_wifeMysterious_wife member

    imagearmandos_girl:
    This reminds me that I've been meaning to email Talbot's and let them know about the excellent customer service I received a couple weeks ago.  Thanks for the reminder!

    Please do.  In matter of fact I am emailing Publix now. Erin in TN was amazing.  She even joked about coming to the party, because she loved the idea so much.  

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  • SandNSurfSandNSurf

    Wow - most corporate places do not know that their employees act so horribly. I do the same thing. They usually thank me and send a coupon or freebie. 

     I'm a graphic artist, but I speak to the clients every day. My boss sent us all to a wonderful customer service training class, where we learned what phrases to use and to stay away from and how to deliver the best service possible. The best advice we were given there is this:

    "You are there to 'go to bat' for the client."

    I've taken that to heart and every time I get a request, no matter how weird, I put myself in their shoes and think that I'll do whatever I can to accomodate the request. 

    I wish more people would take that class...  

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  • BostonGayGalBostonGayGal member

    I'm equally bothered when verb conjugation goes out the window :)

    I shopped at Walmart for the first time in years on Wednesday because I needed Sterilite bins and they have better sizes than Target does. I also bought a bag of stuff I need to bring a client, but I left the bag at the register because I was preoccupied wrestling with the bins. Now I need to call and hope they will believe me and honor the receipt -- I have no idea whether they will or not and I am dreading the call. 



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