Re: Poor customer service
Posted: 27 Jul 2010, 14:36
Hi All,
I was wondering how many come across poor customer service these days. I have just suffered really badly from two bouts of really poor customer service with a big stationary chain.
The first one was when I was trying to send a box of mugs using DHL as the stationers have a service point in their stores. I went to the desk as usual as I had done this many, many times before with no problems. I was then approached by one of the floor managers who said the box would have to be unpacked & checked before it could be sent. I told him what was in the box & that I had lost count how many times I had sent similar items before with no problem. I also told him that they had all my details on file & that most of the staff there were on first name terms with me as I had been using their stores for well over ten years now. I also said to him that if I was sending the package via the Post Office they wouldn't need to check the contents. He then got very stroppy with me raising his voice so all in the store could hear & said that the box could be full of heroin & that I could be using the service to have drugs delivered for me. To say I was shocked & very annoyed at what he just labeled me with would be an understatement. I told him if the box was full of heroin & I was a drug dealer I would be delivering them myself in something like a Bentley. I just picked up the box & went to the Post Office & had no problems whatsoever. In fact he did me a bit of a favour as the Post Office were £5 cheaper.
I complained to their head office & got a call back after a couple of weeks only to be told the floor manager was only joking. I told them he could have picked a better subject to joke about as I had been living next door to a drug dealer who had made our life hell for the last couple of years to the point where they sent a couple of heavies to our door to threaten to kill us. In the end I was the customer & in his eyes I was in the wrong.
Last week I decided to go back into the same store as I needed some wrapping paper. I was greeted with a 'Good morning' from one of the nicer staff there & felt at ease again. I then went to the check out & was served by a girl who always gives the impression she never really wants to be there at work. She scanned my roll of wrapping paper & I put my card into the card reader & entered my pin number & then noticed I had been charged an extra £31. I questioned what she was doing & she was charging me for some items a previous customer had left on the check out. I then had to wait for over quarter of an hour whilst she refunded the money back to my card. As all this was going on we were being watched by a floor manager who never once came over to see or ask what had happened. The girl on the check out never once apologised what she had done & she just kept laughing like it was some kind of joke. She then brought up the previous incident & said I couldn't take a joke well, this was like lighting the blue touch paper for me & I said I think I'll leave the wrapping paper & buy it from some where else. At this point the floor manager came over & said I had told a pack of lies about the previous incident & I asked how he knew as he wasn't even there at the time. As I was leaving the store he was following me & shouting out 'goodbye, get lost, see yer, clear off & don't come back'. As I was getting in my car in the car park he shouted out 'don't ever come back because your now barred from all our stores'.
I've contacted the head office & have had no return call from anyone about this. So, to end not only really poor customer service but, I've been barred for a mistake that they made not me.
Just to finish off on their website they say that each customer must be treated as someone special at all times. Makes you laugh doesn't it.
Ian
I was wondering how many come across poor customer service these days. I have just suffered really badly from two bouts of really poor customer service with a big stationary chain.
The first one was when I was trying to send a box of mugs using DHL as the stationers have a service point in their stores. I went to the desk as usual as I had done this many, many times before with no problems. I was then approached by one of the floor managers who said the box would have to be unpacked & checked before it could be sent. I told him what was in the box & that I had lost count how many times I had sent similar items before with no problem. I also told him that they had all my details on file & that most of the staff there were on first name terms with me as I had been using their stores for well over ten years now. I also said to him that if I was sending the package via the Post Office they wouldn't need to check the contents. He then got very stroppy with me raising his voice so all in the store could hear & said that the box could be full of heroin & that I could be using the service to have drugs delivered for me. To say I was shocked & very annoyed at what he just labeled me with would be an understatement. I told him if the box was full of heroin & I was a drug dealer I would be delivering them myself in something like a Bentley. I just picked up the box & went to the Post Office & had no problems whatsoever. In fact he did me a bit of a favour as the Post Office were £5 cheaper.
I complained to their head office & got a call back after a couple of weeks only to be told the floor manager was only joking. I told them he could have picked a better subject to joke about as I had been living next door to a drug dealer who had made our life hell for the last couple of years to the point where they sent a couple of heavies to our door to threaten to kill us. In the end I was the customer & in his eyes I was in the wrong.Last week I decided to go back into the same store as I needed some wrapping paper. I was greeted with a 'Good morning' from one of the nicer staff there & felt at ease again. I then went to the check out & was served by a girl who always gives the impression she never really wants to be there at work. She scanned my roll of wrapping paper & I put my card into the card reader & entered my pin number & then noticed I had been charged an extra £31. I questioned what she was doing & she was charging me for some items a previous customer had left on the check out. I then had to wait for over quarter of an hour whilst she refunded the money back to my card. As all this was going on we were being watched by a floor manager who never once came over to see or ask what had happened. The girl on the check out never once apologised what she had done & she just kept laughing like it was some kind of joke. She then brought up the previous incident & said I couldn't take a joke well, this was like lighting the blue touch paper for me & I said I think I'll leave the wrapping paper & buy it from some where else. At this point the floor manager came over & said I had told a pack of lies about the previous incident & I asked how he knew as he wasn't even there at the time. As I was leaving the store he was following me & shouting out 'goodbye, get lost, see yer, clear off & don't come back'. As I was getting in my car in the car park he shouted out 'don't ever come back because your now barred from all our stores'.
I've contacted the head office & have had no return call from anyone about this. So, to end not only really poor customer service but, I've been barred for a mistake that they made not me.
Just to finish off on their website they say that each customer must be treated as someone special at all times. Makes you laugh doesn't it.
Ian
