Got any bad customer service stories?

[FayeW]

I had really lousy customer service just yesterday.

A business associate took me to lunch yesterday and we went to a trendy cafe that I had never been to before. The service was absolutely appalling! I arrived a few minutes a head of time and ordered coffee which came very quickly. It took at least 15 mins to take our order, and the wine spritzers we ordered were finally delivered, again 15-20 mins after we ordered them, by another server who caught my eye as we were frantically looking around for our MIA waitress. My friend takes me to lunch 4-5 times a year (because I send her lots of business) and she is a very generous tipper. Not yesterday!

On the other hand, I had exceptional customer service the other day from a retail outlet that specializes in sports memorabilia. I purchase a watch for my son with a sport team logo a few weeks ago. I really wanted a youth watch, but they were sold out so I bought an adult style (as I was afraid if I waited for the others, he might not get any at all!). Anyway, the other day I was back in the store and noticed that they now had the youth watches. I explained that while I still had the watch in the original bag, I had somehow misplaced the receipt.The fellow wasn't sure what they would be able to do. I decided I would chance them not exchanging the item and returned to the store in the evening with the watch. I also went into my online banking and printed out the debit transaction which showed the date, the name of the store, and the purchase amount. No problem! They exchanged the watch for the one I wanted and refunded the difference in cash. As a result, I then spent another $14. in the store buying more stuff for his stocking.

 

[momof3disneyholics]

Wow, this thread is right on time for me.
The other day I was in Walmart. All good customer service stories happen at Walmart, right?
Anyway, I had just checked out, my husband and I had 2 carts full. I was on my way out and realized I had a book in the top part of my cart that I hadn't paid for. So, I told hubby to go ahead and start loading the first cart in the car and I'd be out in a minute because I had to pay for something. So, I got back in the long line with my cart of bagged items and paid for my book.
Well, the bagger (yes, they actually had a separate bagger this day) asked me if I was going to pay for the rest of the stuff in my cart. I said, Oh, I already paid for it, I just forgot to pay for this book the first time I was in line, and needed to pay for it. Well, she went over and talked to another cashier and then came back and told me I can't leave unless I show her a receipt for the items in my cart. I told her my husband had the receipt, explained to her again what had happened and why I was in line again and tried to leave. She then grabbed my cart and told me I can't leave. So, I left my cart there, grabbed my baby carrier and went out to the car to get the receipt. When I went back in, I told the cashier, "Now, here is my receipt, now I want a manager!".
When the manager came, there was no apology, but I let her and the cashier and everyone else that was around know how exactly how MAD I was about that situation. And to think, I walked back in because I didn't want to steal anything!

 

[Chloe'sMom]

I work in sales and therefore do a lot of customer service. What I often find is a high sense of entitlement from the customers.

I want a stated income loan.

Well Sir your credit score doesn't qualify you for a stated income loan.

But I'm your client.

Yes sir I realize but per our lending policies we cannot offer a stated income loan with a credit score of 620. However I can still complete the loan for you but we will need you to send in your income documents.

Don't you understand I have $150,000 invested with your company.

Yes sir I do, which is why we can still move forward despite the fact that you have a lower then average credit score.

Well I can go to XXX Bank and XXX bank and get a stated income loan.

I don't doubt you could sir but you will also probably be charged a higher rate.

I don't want a higher rate I just want a stated income loan and YOU won't give it to me.

Again sir, I am only able to do what our policies allow us to do - I am happy to complete your mortgage but we will require 2 years of income documents.

I'm calling my broker (the guy who referred him) to us.

Then I have to have the same conversation but I'm a little more blunt. Typically I'll tell the broker to take the guys $150,000 and teach him how to pay his bills on time so that his credit score isn't so darn low.

~Amanda

 

[nataliela]

Dell does have terrible customer service. You fight through the automated list, and then you get put on hold for 20 minutes. No offense to “Steve” but I can’t understand what he is saying in the first place.

I forgot what was wrong with my brand new computer, but I called them because it wasn’t working and they wanted me to unscrew my computer take out pieces and replace them…by myself!!! I asked him “is it easy to mess up my computer even more by doing this” and they said yes!!! So then I ask “Well, if something does happen, can I hold you responsible, since you are telling me to do this?” “No”. So I told them that they will send me another box, I will mail my computer back to them, they will fix it and mail it back to me at no cost!

This must have been atleast 10 years ago if not longer. My mom, sister and I were at Olive Garden and I ordered chicken fingers off the children’s menu, I don’t remember what they ordered, but nothing too extreme. Well 1 hour goes by and we don’t have our food, so my mom asks the waiter and he said that they were out of chicken and they were waiting for the truck to come to drop off more chicken!!! I think that after 20 minutes of waiting for the truck to arrive, they would have come and ask us if we wanted to change out choices? But I guess not!

Last weekend at Waffle House, my husband wanted to get the rest of his coffee to go, and our waitress looked straight at him, so he waved to get her attention, and then she went lean against the fridge!

It is also a pet peeve of mine to go into a store and not be greeted! Just a simple hello makes a big difference! I went jean shopping last weekend and was in the store for 20 minutes with about 10 pairs of jeans on my shoulder, trying to look for more, when I had to go ask the clerk to open a fitting room. They had 3 employees and one customer other than me!


My name is Natalie and I have a problem with accepting bad service. It feels better to get it off my chest!

 

[texasthumper]

Here's one from McDonald's...

I actually like McDonald's cheeseburgers. When I get one home, I doctor it up with fresh tomato and some mayo and it's usually pretty tasty.

Well, the last time I ordered one, I got home and opened it up and it was only a meat patty, bun, and lots of onions. I did notice a "special order" tag on it so it was obvious that I had gotten someone's special order by mistake. It said, and I quote, CHEESEBURGER, NO CHEESE, ONIONS ONLY.

So not only had I paid for cheese I didn't get, the person placing the special order was an idiot, and so was the employee who rang it up that way!

I added my own cheese and the other stuff and ate it, but I am still perplexed by the whole thing.

 

[Chattyaholic]

Wow, this thread is right on time for me.
The other day I was in Walmart. All good customer service stories happen at Walmart, right?
Anyway, I had just checked out, my husband and I had 2 carts full. I was on my way out and realized I had a book in the top part of my cart that I hadn't paid for. So, I told hubby to go ahead and start loading the first cart in the car and I'd be out in a minute because I had to pay for something. So, I got back in the long line with my cart of bagged items and paid for my book.
Well, the bagger (yes, they actually had a separate bagger this day) asked me if I was going to pay for the rest of the stuff in my cart. I said, Oh, I already paid for it, I just forgot to pay for this book the first time I was in line, and needed to pay for it. Well, she went over and talked to another cashier and then came back and told me I can't leave unless I show her a receipt for the items in my cart. I told her my husband had the receipt, explained to her again what had happened and why I was in line again and tried to leave. She then grabbed my cart and told me I can't leave. So, I left my cart there, grabbed my baby carrier and went out to the car to get the receipt. When I went back in, I told the cashier, "Now, here is my receipt, now I want a manager!".
When the manager came, there was no apology, but I let her and the cashier and everyone else that was around know how exactly how MAD I was about that situation. And to think, I walked back in because I didn't want to steal anything!

If I understand you right, you took your cart full of items back into the store with you, to pay for the book you'd forgotten to pay for, but you left your receipt with your husband while he unloaded the first cart? Is that right?

If it is, why didn't you just leave BOTH carts with your husband for him to unload?

Why would you think a cashier would just let you pay for the book and not worry about the rest of the stuff in your cart? You couldn't produce a receipt for the items, but you wanted them to believe you when you said you already paid for them? Wow. I can't believe you think you had the right to just leave, when you couldn't produce a receipt. And you even called in a manager for it? Wow. I'm on the cashier's side on this one!!

 

[elismom]

What about terrible customers?
I work part time at a well know video store
I lost count of how many times I almost walked out on the job
My biggest beef is the cell phone user's

I went through a whole transaction with someone yakin on her phone,
I placed her movies on the counter and walked away
She got real snarky with me
" She took her phone off her ear long enough to yell at that I hadn't asked her if she wanted a bag"
I very poiltely said..
Sorry I did not want to enterupt your phone call
She got all red in the face and and walked off
It works both ways
I have had movies throw at me
People swear at me
People who rent R rated movies for kids ,when I let them know
By the way that movie is very scary,voilent or otherwise
They tell me to@@@ my own business
Some customers are great , some are not

Customer service Works both ways

 

[mmcguire]

Online shopping vent (LONG)

I'm so sick of bad svc that I did alot of Christmas shopping online. Still didn't save me from bad service.

I've been a Kohls.com customer for years; never a problem. Last week I spent over an hour creating a big order I wanted shipped to my DF's office.

I changed the shipping address, but didn't touch the billing address (same as it's always been). When I tried to checkout, the credit card authorization failed. I called Cust Svc, who notified me it was because I'd changed my billing address to my DD's office address, and it didn't match the billing address on my CC.

Uh, no I didn't. I was looking right at the screen. She insisted that the billing address has been changed, in a tone suggesting I'm too dumb to know how this "Internet thing" works. (did I mention I've been a web developer for 10 years?) The she says she can process it for me over the phone. Ok, now we're getting somewhere.

Then she says, "What is your first item number?" OH NO. I am NOT going to sit here and give her every item number over the phone after I've already spent an hour putting them all in my cart. I tell her so and hang up.

I verify again that the billing address is correct. Save the cart. Try again. Same thing.

I call Cust Svc again and explain that my bill address is listed correctly on the web site, but the other rep claimed it was wrong. This rep verifies that the address in their system now shows my DF's office. GRRR!!! She says she will transfer me to Customer Care so someone can assist.

I get a recording informing me that their normal business hours don't start until 10:00. (This is 7:00 AM). So I'm supposed to wait 3 more hours for some help?

In desperation, I change my SHIPPING address back to my home address (even though I don't want it shipped there), and VOILA. The order goes through.

I emailed Cust Svc to inform them there is something seriously wrong with their site (and, by the way, their contact form doesn't work either!!).

Got an email three days later stating they'd made recent upgrades which had caused some issues. Ya think??

So apparently, they had the billing addresses writing into the shipping addresses file and vice-versa. Nice work.

Sorry for the vent. Can't believe they'd put in a (apparently poorly tested) change like that during holiday shopping season.

 

[k_reile]

We witnessed an interesting bit of "customer service" at Sams Club the other day. We were in line at the second to the end register. The end register has a sign up that says "Flat Bed Checkout" on it. The cashier at that register finishes up her sale and has nobody else on line during a pretty busy time. A customer with a shopping cart with maybe 5 items in it comes up to that cashier and the cashier says to her "I only ring up things on a flat bed". The customer says "You can't just ring up my 5 items?" The cashier says "Not unless you take them out of the shopping cart and put them on one of the flat beds". So the customer actually does it - she walks over, gets a flat bed, rolls it over and puts her 5 items on the flat bed and the cashier rings her up. The customer then takes everything back off the flat bed, put it back into her cart and left the flat bed behind for the cashier to put away. Then she goes back to standing there. A man comes up holding a DVD and once again she says to him "I can only ring up items on a flat bed"

I'm sure Sam's Club will love to know that they are paying this chick however many dollars an hour to stand there doing nothing and wait until someone with a flat bed finally comes along when they lines of people waiting to check out.

DH and I were in the car on Thanksgiving and we heard a radio spot for Wal-mart...they said they were going to have more lines open then ever (it could have even been all of them don;t remember)...I turned to DH and said "that's the only day of the year they do that...normally there are lines of 5-7 deep and only 4 lines open in a SUPER WAL-MART!!" I always think that they oculd have more lines open (especially when they normally have a lot of them!!)

 

[Heidict]

Customer service Works both ways

You are so right about that. I work customer service for a medical group. On more then one occasion I have had someone yelling at me, swearing, even threatening because of their bill. Now, I'm more then willing and happy to help you resolve your bill. I will even go the extra mile and do stuff that is outside of my job. There was even a couple of patients that I fought for when they couldn't afford their bills and they were refused financial help. However, there are some rules, that you the patient/customer shoud adhere to during this process:

1- Don't yell at me. I did not personally decide to charge you x amount of dollars nor did I personally print the bill and mail it to you. I don't set the rates and the ones who do don't ask my opinion on them.

2-Don't swear at me. If you do I will ask you to stop and will advise you that I will hang up on you if you do it again. I have actually had to hang up on a couple of people. I'm here to help you not be your personal punching bag.

3-Don't use your speakerphone. It's annoying and rude and most of the time I can't hear crap that you're saying. Trust me, you are not as important and you want to think you are. (this does not go for people who must use it for a medical reason!!)

4-Don't become angry with me when your stupid cell phone cuts in and out and I can't understand what you are saying. If you accidently become disconnected because of said cell phone, don't call back with an attitude. It's your fault or your cell phone companies fault, not mine.

5- Don't ever leave a threatening voice mail. We had to call the cops on a couple patients because of things they have said to us.

Okay, enough of the PSA.


I have horrible customer service stories also.

1-Casino restaurant with my parents and sister. We ordered buffalo wings as an appetizer and burgers. We sit and wait and wait. All told, about 45 minutes and the next thing you know the waitress is bringing over our burgers. I mention that we never recieved our wings. She says that they just came up and she will go back and get them.I told her to forget about it because they were an appetizer and if we have our meal, then we don't want them. She denied that we wanted them as an appetizer and that we never told her that!!! 4 people, 4 burgers. Just who the heck was going to eat it as a meal? The gnome under our table? What did she think we were ordering off of the "appetizer" section of the menu for?

Needless to say, the waitress was very angry about that and let it be known to us. To make matters worse, our fries were cold and limp. Not just luke warm, but cold. Of course we said something, because who wants cold fries? She huffed and puffed and stomped off and complained to the manager about us!!!!!!!!!

The manager came over, got us fresh fries and brought our wings to us, on the house. She then went over and chewed out the butt of the waitress. The waitress then ignored us through the rest of the meal till it came time to give us the check. She comes bobbing over there like everything is just hunky dorey and we're her new best friends. Yeah, okay, psycho waitress did not get a tip that day.

2- Walmart, of course. I think everyone has a walmart story. Around here the employees are generally really good, all except for this one cashier. Now granted, I think she is a couple fries short of a happy meal, but I don't know. I dont' even remember what happened during the process of her checking us out. Actually, I don't think anything really happened. I think it started over the fact that we (my DH and myself) were talking amongst each other when she was checking us out and we were leaving. I think she took it as a personal snub or something.

As we are walking off with our cart, we hear her loudly start talking crap about us to the next customers. I turned around and asked her if there was a problem. "Oh no" she says. I comment on her talking smack about us and she stammers around and never gives an answer. I think she was just messing her pants because we heard her and busted her.

We spoke to the manager and told him. He said he would speak to her. She is still there, without the fries.

 

[Passions71203]

DH and I were in the car on Thanksgiving and we heard a radio spot for Wal-mart...they said they were going to have more lines open then ever (it could have even been all of them don;t remember)...I turned to DH and said "that's the only day of the year they do that...normally there are lines of 5-7 deep and only 4 lines open in a SUPER WAL-MART!!" I always think that they oculd have more lines open (especially when they normally have a lot of them!!)

This is off topic but I love that pic of Rusty in the Ohio State Shirt! That is awesome

 

[k_reile]

This one was from a customer at Wal-Mart. He was asking a sales associate about the Nintendo Wii. He was asking when they were going to get more in stock and the sales associate said that they do not really know if there are going to be any or how many they get each shipment as the company sends them when they can...they cannot order them for customers. He asked about layaway...she said they do not do that anymore. He was obviously getting irriated...and told her " Why do I bother shopping here then?" She just had a funny look on her face like how am I supposed to answer that when it was out of her control about the Wii's? I just turned the corner and started to laugh....I felt bad for the sales associate. But the guy wanting the Wii...come on! Like you did not know it is a hard to get item and that you need to understand that you might find it and you might not. Its called supply and demand. Demand is HIgh and supply is low....figure it out! Some people think they can walk into anystore and the item that they want will be right there, just for them!

 

[ClarabelleCowFan]

Dell sucks. Enough said.

Google it if you don't believe me.

 

[k_reile]

This is off topic but I love that pic of Rusty in the Ohio State Shirt! That is awesome

Thanks! I had actually bought him an Ohio State varsity Jacket at The Buckeye Corner that they had for dogs...he needed a coat and it was really cute. And I even bought him a Woody "O" hat....but I returned them because the coat was too big and the hat would have not looked right without the coat. I just wish I would have taken a picture of him in it...didn;t realize it until after I returned it...its for the better anyways...he is not soo much into wearing the clothes...he only had that shirt on for a couple of minutes (long enough for me to get the pic) and then he wanted it off. I also have a pic of him in a Santa hat (the only good pic that I got because he was trying to get it off the whole time ) DH wanted to name him Woody or Brutus but I just did not see it for him....we compromised with Rusty (after Rusty Wallace)
Ok...sorry for the ramling...he's our pride and joy since he's our only baby!

 

[Passions71203]

Thanks! I had actually bought him an Ohio State varsity Jacket at The Buckeye Corner that they had for dogs...he needed a coat and it was really cute. And I even bought him a Woody "O" hat....but I returned them because the coat was too big and the hat would have not looked right without the coat. I just wish I would have taken a picture of him in it...didn;t realize it until after I returned it...its for the better anyways...he is not soo much into wearing the clothes...he only had that shirt on for a couple of minutes (long enough for me to get the pic) and then he wanted it off. I also have a pic of him in a Santa hat (the only good pic that I got because he was trying to get it off the whole time ) DH wanted to name him Woody or Brutus but I just did not see it for him....we compromised with Rusty (after Rusty Wallace)
Ok...sorry for the ramling...he's our pride and joy since he's our only baby!

MY BIL has a german named Buckeye and we also had a dog named buckeye until she bit the kids and she was history.

 

[Mickey'sMainMami]

I have had too many bad experiences to re-tell on here, it just seems to me that mean people see me coming and try to treat me like poo. Now on the other hand, whenever my husbands with me, I never have that problem.

Here is a reverse story. I was a waitress for years, one day I was working a lunch shift at Don Pablo's. Only half the dining room was open, and the dumb hostess seated a couple in the closed section. Sorry, but me and the other 2 servers working the shift don't pay attention to tables that weren't ours. I am not sure how long this couple was sitting there for, but eventually my manager came over to me and asked me to take it as a favor for him. So now I had to walk all the way over to the other side of the restaurant and possibly slight my own tables, but whatever, I did it. So I go over to this couple who totally looked like low lifes to begin with, and apologized on behalf of the HOSTESS, who sat them in a closed section. They were rude to me right off the bat, I hurridly got their drinks and chips, got thier meals out in record time, and they wouldn't even say thank you. So finally they were done, I gave them the bill, they obviously didn't tip me, and then wrote a comment about how I was rude. I laughed in their faces and then ripped up the comment card. They were jerks probably to begin with and was just looking for an excuse to be even worse. Seriously, I was extra nice considering that someone else messed up, yet I end up being the bad guy, whatever.

The other time happened at the same restaurant. I got a 4-top, and older couple and probably their married son with his wife. They were really nice, I got their drinks out, chips, appetizers and everything was going smooth. They ran me a little bit, and we were really crowded that day, but it was ok. So their dinners come up, and I serve it and then leave, I go back about 10 minutes later to check that everything is ok, and now they turn rude. They said the food was bad, it looked horrible, the guy was a chef and couldn't believe we serve food like that. (There wasn't anything different about their platters than everyone elses, yet they were the only ones to complain.) So I go get the manager, and I think they comped the apps, but had them pay for the drinks and alcholhol, and then they leave, and didn't even tip me. Ok, so you had a problem with the food, yet I did all this work for you. I am make $2.00 an hour and after I had waited on you for an hour, you stiff me? I didn't make the food, and there was nothing wrong with it. Whatever. Waitressing is a hard thankless job and it sucks! There are a lot of horrible waitresses out there, but there are a lot that are good. Thankfully that there are a lot of nice people out ther who do make up for the bad ones.

 

[Heidict]

I
The other time happened at the same restaurant. I got a 4-top, and older couple and probably their married son with his wife. They were really nice, I got their drinks out, chips, appetizers and everything was going smooth. They ran me a little bit, and we were really crowded that day, but it was ok. So their dinners come up, and I serve it and then leave, I go back about 10 minutes later to check that everything is ok, and now they turn rude. They said the food was bad, it looked horrible, the guy was a chef and couldn't believe we serve food like that. (There wasn't anything different about their platters than everyone elses, yet they were the only ones to complain.) So I go get the manager, and I think they comped the apps, but had them pay for the drinks and alcholhol, and then they leave, and didn't even tip me. Ok, so you had a problem with the food, yet I did all this work for you. I am make $2.00 an hour and after I had waited on you for an hour, you stiff me? I didn't make the food, and there was nothing wrong with it. Whatever. Waitressing is a hard thankless job and it sucks! There are a lot of horrible waitresses out there, but there are a lot that are good. Thankfully that there are a lot of nice people out ther who do make up for the bad ones.

They never planned on tipping you from the beginning. People like that are just looking for a free meal.

 

[piglet50]

this happened at a local restaurant that we visit at least once or twice a month. we were seated and waited quite a while for our order to be taken. a waitress came over and told us that she'd take our drink order but that she wasn't going to be our waitress. we get our drinks and wait and wait. the same waitress comes by and says that she'll take our food order but that she's not our waitress - snarky tone of voice - i guess she's aggravated. same waitress comes back with our food and is now very friendly and announces that she is our waitress and hopes that we enjoy our meal. no drink refills, nothing. we left no tip. the next time we go in- you guessed it- she's our waitress. very friendly, good service. we did tip her this time.

 

[k_reile]

Last night DH and I had his work xmas party at a local resturant. There were probably about 20 of us...just ordering off the regular menu. THey were busy...we only had one waitress between all of us...last year there was two. The poor girl was very busy and with that many people someone was wanting something everytime she came back...so needless to say it would take 20-30 mins to get something to drink...she had help bringing out our food...but it was all cold. We did not bother to send it back because we knew it would be cold again by the time we got it. It wasn't her fault though, she was supposed to have another waitress help her but at the last minute her boss told her she could do it by herself...I am sure she was glad by the time we left. She did get a good tip because it was not her fault that there were soo many of us and that she did not have any help! It was the resturants fault!

 

[momof3disneyholics]

If I understand you right, you took your cart full of items back into the store with you, to pay for the book you'd forgotten to pay for, but you left your receipt with your husband while he unloaded the first cart? Is that right?

If it is, why didn't you just leave BOTH carts with your husband for him to unload?

Why would you think a cashier would just let you pay for the book and not worry about the rest of the stuff in your cart? You couldn't produce a receipt for the items, but you wanted them to believe you when you said you already paid for them? Wow. I can't believe you think you had the right to just leave, when you couldn't produce a receipt. And you even called in a manager for it? Wow. I'm on the cashier's side on this one!!

Because my husband needed the receipt to get out of the store because he had a big, bulk item in his cart that was not in a bag. All of my items were in bags and as an honest person, I didn't think it was going to be an issue since I had just left a register was still in the register area techinally. After all, I was going back to pay for a book that was overlooked the first time.
As rude as these cashiers were, they needed me to talk to their manager.