Frustrated: customer service!

[kwitcherkicken99]

I'm at my wits end.

At the end of November, DH and I went out on a date night. He kept peppering me to allow him to go over to Meijer because he wanted to take advantage of their Santa Bucks promo they run every year.

We had a fun time shopping and towards the end of our browsing, he spilled and showed me what he was intending to get for me for Christmas. A Harry Potter Lego set. Yes. I know. We're grown and my husband is buying me Legos for Christmas... but you've got to know him to know that he thought really hard about this gift and was really excited about it. (FWIW - he bought me jewelry for my birthday and anniversary)

ANYWAY... we go up front to pay and were greeted by a less-than-friendly cashier. She felt it necessary to insult us ("I can't believe anyone would pay that much for a toy") and then say that, "Harry Potter is the gayest thing ever!"... I had to walk away from the counter because I find the latter term extremely derogatory and offensive.

She continued on being rude, and DH is trying to play it off. She turned off her light and started grabbing her personal affects before we had even finished paying - and started talking about how she was so glad that she was off because she really wanted some greasy McDonalds.

We grabbed our things and left - (this was around 11p) and the second we got home, I filled out the customer satisfaction survery, noting our dissatisfaction. Then I waited a couple of days.

Then I emailed the company. And waited.

A week later, I emailed them again. And waited. I received an email saying that corporate forwarded on my concern to the store and to please be patient. So I waited, again...

Finally, today, I received a handwritten envelope in the mail from our local store. Inside was the most generic form letter I have ever seen. (I sincerely apologize... please note that the matter has been resolved... customer satifaction is our number one concern...) Printed out on plain white paper. The logo to the store looks like it is a copy of the logo from a website and it has no contact information for the store. There is a signature for the store manager, but the writing on the envelope is by a different person (female).

Am I crazy to think something is up with this?

I emailed the company again today, to let them know that I felt like my issue was not resolved and that I was extremely dissatisfied that I received a form letter when I feel that our situation received a tad more attention. I feel like my issue was completely written off - if it was even received by the person who was supposed to see it.

Should I try contacting the BBB if the matter is not handled to my liking? I don't want anything from the company other than a proper apology. I want no compensation from them - just someone to own up to the issue and take responsibility for the foul language and insults (I know... I'm asking a lot here... but still, I can hope.)

Am I far off?

 

[Heidict]

Have you tried calling the store and speaking to a manager there? That is the route I would probably go. Emailing cooperate and then having to wait for them to contact the store is going to take time. Cut the middle man.

 

[kwitcherkicken99]

I haven't called yet because I'm afraid I would lose my temper. I don't like that this whole matter is getting such a hold of me in the first place.

I just can't believe they wouldn't do something to address the use of certain language on the floor. I don't think I'd be so mad if the girl hadn't had a Customer Service label on her nametag. It was HUGE on there.

I did request that someone contact me personally regarding the issue. I think I'll give them until Monday to respond. Then I'll call the store.

But I still wonder if I should call the BBB... I like to think the use of slurs is looked down upon, but I just don't know anymore...

 

[bubblemom]

BBB really can't do anything for you. Their services are meant for issues that can be resolved (like refunds/returns). Most of BBB is really a sham anyway, companies pay to be a member and that gets them their ratings...one of the news shows recently had an expose' on them and it was really an eye opener.

 

[Lisa loves Pooh]

In restrospect, when I am offended on the spot (which happens RARELY!), I Would be inclined to speak to someone then and there. Most things I let go, but that cashier had no business criticizing your purchase and then make an offensive remark to boot.


Anyway--can't do that now, I would honestly just let it go. I'm not sure what they could do. They may have already reprimanded her, but I Doubt you will get formal well thought out apology at this point.

If you really want closure, it would require taking the sterile form letter into the manager and conveying your concerns. But at that point, they'd be trying to just placate you and giving you a canned, "we're very sorry response".

Having worked in a store setting (grocery and department store), that is just how it is.

BUT--when a customer is truly wronged, mgmt will move heaven and earth for you.

I once cancelled a customer's order when working at sears. She came into pick up an item and I could not find it ANYWHERE. Not in stock, not on the floor, not anywhere. The customer was as pleasant as can be (which shocked me when I get to the end of the story) as she came in specifically to pick up this item after she paid for it over the phone and the sales person set it aside for her. The best I could do was speak to the person but otherwise apologized for it. She was as polite as can be and that was that.

The sales person came back from lunch and I spoke to her about it. (now I was a management trainee still wet behind the ears and the clerk had been there for several years.) If I didn't know any better, I think she would have drop kicked me then and there so upset was the expression on her face. She worked on partial commission and I killed her $300 sale. I was surprised b/c I couldn't find the item and she showed me where it was in plain site next to the register. Awwww crap! So I told her that I would do what I could to fix it, called customer and she lives FORTY FIVE MINUTES away. Which for our location was FAR. So I offered to deliver this item myself to save my employee's sale and make up for the incovenience I caused the customer.

And that I did. Rang the sale over the phone and drove to drop it off.

Customer grateful, employee grateful, yay! I did end up quitting eventually due to some problems with corporate that I had.

But when a customer is truly wronged, they should move heaven and earth to make it right. And making it right, doesn't mean providing compensation.

I was shocked at how pleasant the customer was due to the distance she drove for me to send her back home and it was the least I could do. It wasn't a company policy, but it was what I felt best for the errors I had made.

AT this point, I think all they will hear is the Charlie Brown Teacher voice--but I would at least give it a very calm and pleasant shot at discussing it with them in person.

But sometimes, they just don't care. And that is sad.

 

[clh2]

I am just confused. You had a bad experience. You voiced your concerns. You heard back.

What exactly are you expecting to happen?


Personally - I work for a very large employer in my area - and my boss is very budget conscious - so he doesn't allow us to order letterhead. We have to make do with what we have...which is a logo printed off. IT IS EMBARRASSING to send a letter to a vendor.

 

[LisaR]

I can't imagine getting that worked up over a rude cashier. Do I think her behavior was appropriate or acceptable? Not at all. But what do you want done, exactly? Do you want her fired?

The best thing you could have done, if it bothered you that much, is gone to the store manager the minute that happened. At this point, weeks have gone by and I wouldn't let it take up space in my life anymore.

 

[kidzmom3]

you asked "am I far off?" In my opinion you are taking this way to far and too seriously. I am sure they have recieved your complaint. The manager probably signed the letter and had someone else in the office address it. We do this all the time. And frankly, most of the time we use a form letter. It passes legal and does not open the company up for litigation. Which might happen if someone used ill advised terms.

Do you want the person fired? Is this your goal?

 

[luvmy3]

I'm confused too, what exactly is it you are looking for, the girl to be fired and you to be privy to that info? It happened weeks ago, its time to let it go and if you feel you need to do something about it, speak with your wallet and shop elsewhere from now on.

 

[The Mystery Machine]

I'm at my wits end.

At the end of November, DH and I went out on a date night. He kept peppering me to allow him to go over to Meijer because he wanted to take advantage of their Santa Bucks promo they run every year.

We had a fun time shopping and towards the end of our browsing, he spilled and showed me what he was intending to get for me for Christmas. A Harry Potter Lego set. Yes. I know. We're grown and my husband is buying me Legos for Christmas... but you've got to know him to know that he thought really hard about this gift and was really excited about it. (FWIW - he bought me jewelry for my birthday and anniversary)

ANYWAY... we go up front to pay and were greeted by a less-than-friendly cashier. She felt it necessary to insult us ("I can't believe anyone would pay that much for a toy") and then say that, "Harry Potter is the gayest thing ever!"... I had to walk away from the counter because I find the latter term extremely derogatory and offensive.

She continued on being rude, and DH is trying to play it off. She turned off her light and started grabbing her personal affects before we had even finished paying - and started talking about how she was so glad that she was off because she really wanted some greasy McDonalds.

We grabbed our things and left - (this was around 11p) and the second we got home, I filled out the customer satisfaction survery, noting our dissatisfaction. Then I waited a couple of days.

Then I emailed the company. And waited.

A week later, I emailed them again. And waited. I received an email saying that corporate forwarded on my concern to the store and to please be patient. So I waited, again...

Finally, today, I received a handwritten envelope in the mail from our local store. Inside was the most generic form letter I have ever seen. (I sincerely apologize... please note that the matter has been resolved... customer satifaction is our number one concern...) Printed out on plain white paper. The logo to the store looks like it is a copy of the logo from a website and it has no contact information for the store. There is a signature for the store manager, but the writing on the envelope is by a different person (female).

Am I crazy to think something is up with this?

I emailed the company again today, to let them know that I felt like my issue was not resolved and that I was extremely dissatisfied that I received a form letter when I feel that our situation received a tad more attention. I feel like my issue was completely written off - if it was even received by the person who was supposed to see it.

Should I try contacting the BBB if the matter is not handled to my liking? I don't want anything from the company other than a proper apology. I want no compensation from them - just someone to own up to the issue and take responsibility for the foul language and insults (I know... I'm asking a lot here... but still, I can hope.)

Am I far off?

Yes you are far off. You should have immediately called the manager over and filed a complaint instore if it was important for you to get satisfaction.

 

[index]

BBB really can't do anything for you. Their services are meant for issues that can be resolved (like refunds/returns). Most of BBB is really a sham anyway, companies pay to be a member and that gets them their ratings...one of the news shows recently had an expose' on them and it was really an eye opener.

I agree..

 

[kwitcherkicken99]

In restrospect, when I am offended on the spot (which happens RARELY!), I Would be inclined to speak to someone then and there. Most things I let go, but that cashier had no business criticizing your purchase and then make an offensive remark to boot.

That's just the thing... they don't have a manager there at 11p... at least one that can do anything. I've encountered that before, several years ago.

And making it right, doesn't mean providing compensation.

I know, but anymore, that seems like that's all a company is willing to do. "I'm sorry, here, have a gift card."

I am just confused. You had a bad experience. You voiced your concerns. You heard back.

What exactly are you expecting to happen?

I would appreciate something more than being ignored for a couple of weeks. Homophobic slurs aren't a garden variety complaint, at least to my knowledge. I would assume that if something like that came across my desk, I'd make darn sure to nip it in the bud and make sure the person with the complaint knew that it wasn't company policy to allow that kind of language on the floor.

We have to make do with what we have...which is a logo printed off. IT IS EMBARRASSING to send a letter to a vendor.

But do you at least include the contact info for the store?? Address? Telephone number?? Email address? I always thought it was standard protocol for a letterhead...

I can't imagine getting that worked up over a rude cashier. Do you want her fired?

Maybe a demotion to the stock room would be more appropriate for her choice of language... I don't want to see anyone lose their job, especially now - but the last thing I would want to do as an employee is piss off the people who were purchasing things from the store that provides my paycheck...

you asked "am I far off?" In my opinion you are taking this way to far and too seriously.

So I should sit back and allow the company to let someone with a foul mouth still be on the floor? Just letting it go is a green light for some people.

I'm confused too, what exactly is it you are looking for, the girl to be fired and you to be privy to that info?

I want reassurance that this type of actions are not tolerated there. There is no reason for someone to be like that to another person.

speak with your wallet and shop elsewhere from now on.

We are. We've not shopped there since (and that's big deal considering that is where we would go for everything other than groceries). Told several others too - but that still doesn't fix the matter.

Complacency only allows this type of improper behavior to continue.

 

[luvmy3]

I think you are expecting way too much for what she did. I managed a retail store and if one of my employees had done that and it was their first offense I would have spoken to them about it, If the behavior continued after that, it would be dealt with accordingly. However, I would never contact the customer and given the details of what was done to the employee, that is personal information that they do not need to know. I'm sorry you aren't happy with the apology and the assurance it had been dealth with, but I don't think you are entitled to know any more than that.

 

[allison443]

If you haven't been back, do you know if she is even still working there? Maybe she was fired/demoted and they just didn't tell you. I think it is normal for a business to use a form letter like that.

 

[kwitcherkicken99]

I'm sorry you aren't happy with the apology and the assurance it had been dealth with, but I don't think you are entitled to know any more than that.

I don't want to know what happened to her specifically... just something to believe that the issue has been addressed (something that I can believe as opposed to generic BS) and reassurance that the use of foul/derogatory/racial/prejudicial language is not tolerated in that store or by the company.

Everyone is so caught up in stopping bullying nowadays... it's people like her that perpetuate the cycle. She's probably a bully lost in the adult world. I thought people were supposed to stand up to bullies to stop the cycle. How can it be stopped if it's ignored??

 

[ajk912]

I'd let it go. You wrote a letter, you heard back, I was reading looking for something worse than a rude cashier by your story, to be honest. Because she did her job, right? It was just her comments that upset you. I'd move on.

 

[ilovepcot]

OP...do you have an ulcer yet? You will if you don't learn to stop allowing this type thing to get such a hold on you. I can see the "old me" very clearly in you. I ended up in the ER with a bleeding ulcer due to stress. I took things way too personally and felt outrage when people didn't act in the way I thought they should. It only ended up hurting ME in the end. I hope you can learn to ignore the rude people you encounter...no, it's NOT right but you'll learn that the world just isn't going to always do what's right, fair or just. Sad, but very true.

 

[luvmy3]

I don't want to know what happened to her specifically... just something to believe that the issue has been addressed (something that I can believe as opposed to generic BS) and reassurance that the use of foul/derogatory/racial/prejudicial language is not tolerated in that store or by the company.

Everyone is so caught up in stopping bullying nowadays... it's people like her that perpetuate the cycle. She's probably a bully lost in the adult world. I thought people were supposed to stand up to bullies to stop the cycle. How can it be stopped if it's ignored??

You have no idea if it has been ignored. I understand, maybe you wanted the letter to be a little more personal about your experience instead of a form letter, but just because it wasn't doesn't mean nothing was done about the employee's language.

 

[kwitcherkicken99]

I took things way too personally and felt outrage when people didn't act in the way I thought they should. It only ended up hurting ME in the end. I hope you can learn to ignore the rude people you encounter...

no, it's NOT right but you'll learn that the world just isn't going to always do what's right, fair or just. Sad, but very true.

I'm not a "newb" and I'm certainly not green around the gills. That doesn't mean that I can't stand up for what I believe in and I believe that casually throwing around slurs in a place of business is unacceptable.

I really don't get it. How are we supposed to live if we have to ignore all the rude people, because quite frankly the ratio is not in our favor?

I guess I'm just dumb. I'll go to my hole and stay here. I really don't know why I bother to stand up to jerks anymore... what type of example am I setting for my kids? I guess I need to start teaching them to brush off bullies or close their eyes... because if I can't see them - they're not there! Please...

I'm in great health and I've got a great life. I worry about the things that are important - like trying to stop ignorant people from spreading hatred - maybe I'll take up needlepoint instead.

 

[ajk912]

I'm not a "newb" and I'm certainly not green around the gills. That doesn't mean that I can't stand up for what I believe in and I believe that casually throwing around slurs in a place of business is unacceptable.

I really don't get it. How are we supposed to live if we have to ignore all the rude people, because quite frankly the ratio is not in our favor?

I guess I'm just dumb. I'll go to my hole and stay here. I really don't know why I bother to stand up to jerks anymore... what type of example am I setting for my kids? I guess I need to start teaching them to brush off bullies or close their eyes... because if I can't see them - they're not there! Please...

I'm in great health and I've got a great life. I worry about the things that are important - like trying to stop ignorant people from spreading hatred - maybe I'll take up needlepoint instead.

I think most of us feel that you DID stand up for what you believe in. You wrote a letter to bring your concerns to the manager's attention. You took care of it. I think the majority of us wouldn't even take it that far, it would annoy us for a few hours but then we'd be busy with work, schedules, the kids, bills, etc, and within a few days it would be long forgotten. It just wouldn't resonate that high on our radar to follow up, again.