Frustrated: customer service!

[pixiewings71]

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.

you did stand up for yourself, and I would have issued a complaint as well. Especially given the slur comment that was made. If you aren't satisfied with the response then please follow up again, or go in and see if that cashier is on the floor and then speak with a manager. And any store should have a manager on duty from open to close, it's been that way at every single job I have ever had, from retail to restaurant to office, there's always a manager that can speak with someone who has a complaint. Also, to address the letter and the address being written by someone else. Most businesses have admin assistants that address letters. again, at every company I've worked for someone else (besides myself) had address envelopes for me and done the mailing. Simply because someone else addressed the envelope for you doesn't mean your concerns weren't duly noted and handled.

 

[luvmy3]

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.

FTR, you didn't stand up to anyone, you filled out a survey, so if you really believe what you are saying here why didn't you speak to her right then and there and tell her how inappropriate she was?

You really seem to want something from this, maybe you could gather up the pitchforks and torches and travel down to the store because it sounds like you are excpecting it to come to that.

 

[cm8]

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.

 

[kwelch10377]

I'm not really sure what you expect the BBB to do for you. They typically handle issues that are related to policy and prodedures and consumer laws.

I work in the dept for a large retailer that deals with both customer complaints/compliments and the customer survery. With the survey data is usually collected at the end of the month and the stores don't typically get contact information for customers to address issues and the corporate office also do not typically handle the comments that customers leave in the survey. The store typically get a scor based off the survey.

With the letter you wrote to the corporate office, that is the response that you would typically get from any company. Most company usually have templates that they use to respond to customers, it it way too time consuming to respond with a personalized letter to all customers and we want to make sure the message is constant to each customer depending on the issue.

I will say that most retailers will communicate the feedback to the store, as well as the regional managers and the store manager will address the issue with the associate from there and handle it as necessary.

When responding to customers most companies have to be careful of what they say. If they say specifically that they are sorry for the foul/derogatory/racial/prejudicial language that the assocaite used they put themselves at risk for a lawsuit being bought against them and losing because in their response they admitted fault and guilt to what happned.

 

[kwitcherkicken99]

FTR, you didn't stand up to anyone, you filled out a survey, so if you really believe what you are saying here why didn't you speak to her right then and there and tell her how inappropriate she was?

You really seem to want something from this, maybe you could gather up the pitchforks and torches and travel down to the store because it sounds like you are excpecting it to come to that.

A survey and three letters actually. I'll check the barn for the pitchforks. I'm sick and tired of people taking the submissive route. When did it become ok/standard to be insulted or ignored or treated poorly in a place of business? It's not OK.

 

[kathie859]

YES....OP, you are "far off". More effective than a letter or a survey response would have been you saying directly to the offending party "Hey, I hope you don't really mean what you said!" and then explain why it was offensive to you. Then you would have the satisfaction of addressing the issue and moving on. No disrespect intended, but you seem a little obsessed about this incident.

 

[kwitcherkicken99]

With the letter you wrote to the corporate office, that is the response that you would typically get from any company. Most company usually have templates that they use to respond to customers, it it way too time consuming to respond with a personalized letter to all customers and we want to make sure the message is constant to each customer depending on the issue.

When responding to customers most companies have to be careful of what they say. If they say specifically that they are sorry for the foul/derogatory/racial/prejudicial language that the assocaite used they put themselves at risk for a lawsuit being bought against them and losing because in their response they admitted fault and guilt to what happned.

Well that's annoying... heaven forbid someone take responsibility for wrongdoings. I understand people needing to CYA but form letters are almost as bad as them not doing anything at all... they are so generic and impersonal.

 

[kwitcherkicken99]

No disrespect intended, but you seem a little obsessed about this incident.

Sorry... no tolerance for hate and disrespect... no one else is standing up against the use of slurs as casual language... my parents always taught me that it was rude. :

 

[Becky2005]

Well that's annoying... heaven forbid someone take responsibility for wrongdoings. I understand people needing to CYA but form letters are almost as bad as them not doing anything at all... they are so generic and impersonal.

That's the way it works though because until the rules change about lawsuits -- people will literally sue any corporation for anything and the company has NO IDEA if you plan to sue or not so they are going on the assumption that you *MIGHT* and they don't want anything in written format that can come back to bite them legally. Customers look at it as winning the lottery because hey they might have the chance that the corporation will just settle with them vs. taking it all the way to court and then it does become free money for them.

 

[undertheradar]

During the busiest shopping season of the year you want the store director to take the time to call you and do what? You complained and you received a letter stating that the matter had been dealt with, there is nothing else to be done. Unless you are looking for some type of gift card or discount? We don't know if the store did anything or not, but I would drop it and move on. As for what actions may have been taken with the employee in question, they can't tell you anything about what might have been done.

 

[LisaR]

Sorry... no tolerance for hate and disrespect... no one else is standing up against the use of slurs as casual language... my parents always taught me that it was rude. :

You asked if you were "far off." I believe everyone that has replied has said that, yes, you are very far off. Yet, you continue to argue that you aren't. Why did you ask?

For the record, I know quite a few gay people and I can't imagine a single one getting this worked up over the comment that cashier made. Again, I am not saying the cashier was right but you are blowing this totally out of proportion. You have written three letters and filled out a survey and you still want to do more because a cashier said a Harry Potter TOY was gay (not the character himself, by the way, just the toy). In that sense, I don't think she was slandering gay people. I am not going to argue over the use of the word but, in this context, I doubt she was bashing gay people.

There isn't any excuse for poor customer service but you should have taken care of it that night. When that ship sailed, you started a letter writing campaign and you have received a response yet you still aren't happy. I will answer your question again, yes, you are far off.

 

[Tinker'n'Fun]

I think that the store has followed their procedures for the incident that happened. If the response or resolution you received is not to your satisfaction, it is up to you to actually bring the form letter to the store. Ask for the manager or even better ask when the district manager is in the store. (they do make rounds). Take the form letter along with either a letter of what you do want or even better you need to "tell" them what you want.

I would like for you to send me a personal non-standard form letter apologizing for the cashiers behavior. You will not get a letter specifically from the employee, that just will not happen. If you want them to add something to training re: how this made you feel, let them know. They will not tell you if it is added, but you at least asked. And then, since you said you didn't want anything other than the apology, you need to drop it. (this is with the receipt of the hand-written apology if that is what you ask for).

The honest truth is the employee may have been just trying to be nice, even though you didn't see it that way. She hurt your feelings. From what you wrote it doesn't sound like she is very old and she hasn't polished herself yet to be able to tell if she is offending a customer. It takes time.

While I know you don't think so, I feel the best thing you could do for yourself is to feel compassion for the employee who made the mistake. We all do something we regret in life. Being forgiven is the best thing you can do for them and for yourself.

I hope you get the letter you feel you deserve, and if you don't I hope you can find a place where you can let this go and enjoy your holiday and your gift. Afterall, that's what is important. Happy Holidays. Diane.

 

[redlight]

The service was bad and the response is lackluster at best. Still, there's not more that you can do other than not going there.

 

[diznygirl]

A survey and three letters actually. I'll check the barn for the pitchforks. I'm sick and tired of people taking the submissive route. When did it become ok/standard to be insulted or ignored or treated poorly in a place of business? It's not OK.

YOU took the submissive route. If bullies need to be stood up to, then you should have told the cashier right then and there that her language was rude and ask to speak to a manager. Even if you "think" no manager is around. Make a stink. You don't walk away and write a letter. That's just cowardly and, as you have found, does nothing.

 

[The Mystery Machine]

YOU took the submissive route. If bullies need to be stood up to, then you should have told the cashier right then and there that her language was rude and ask to speak to a manager. Even if you "think" no manager is around. Make a stink. You don't walk away and write a letter. That's just cowardly and, as you have found, does nothing.

Yep.

 

[Planogirl]

I'm afraid that you're likely to run into this term again. It has unfortunately become slang for some.

The store responded in the way that they probably always respond. You know what they will do now and your choices seem to be to contact them again and continue to get the same response or to quit shopping there or to let it go.

 

[bballmom56]

The store may very well have taken action against the employee, perhaps writing her up with a letter in her file, changing her work assignment, suspension from work for a set period of time, firing her, etc, but they are not going to give you that information. That is confidential, human resources info.

 

[mjkacmom]

Let it go! Yes, ignorant people use the term "gay" to mean geeky. I can't tell you how many times cashiers vent to me about how much they want to go home. I was a grocery store cashier in high school - I get it - it's a sucky job. I once had a cashier comment that she felt sorry for me, because I was buying formula, and I was obviously pregnant again - nope, just a stretched uterus from giving birth a few weeks back. I got on with my life.

 

[Kies99]

Check the "consumer" section of your local TV station's website. Look for a link where you can contact them (for example here in Pittsburgh channel 4 [ABC Affiliate] there is a link "Call 4 Action" where you can contact them). Talk with them and they can tell you whether it warrants further investigation.

 

[powellrj]

totally ot, but a few pages back you said you wanted her demoted to stock room, FYI, in most cases, the stock room people make more than cashiers, so it really wouldn't have been a demotion but a promotion.

Yes, you need to let it go. What exactly do you want, her tarred and feathered in the streets????? The store handled it and if you pursue it much farther, they will decide you are the person with a problem and ignore you. Sorry, but that is usually what happens in those circumstances.