How's this for customer service (rant)?

[Jenn]

My sister and I went to the mall yesterday to hunt for some bargains. It was actually not busy at all, I assume due to the huge snow storm we had on X-mas day. From one store to the next we are bombarded with bad customer service, clueless clerks, and ridiculous attitudes.

1. We hit the Hallmark store for wrapping paper, Xmas cards, etc. A woman in front of me in line is purchasing some breakable stuff, little Xmas collectibles. The store refuses to give her boxes for these items because they are on sale. Then, they put all your purchases in a brown paper sack (like a grocery bag) with no handles. So, the woman says, do you have any bags with handles? They won't give you a plastic bag or shopping bag because the items purchased are on sale. This includes those long wrapping paper bags - they won't give those out either. So, everyone is carrying these paper sacks with their wrapping paper hanging out of them since the wrapping paper is twice the size of the bag.

2. I go to Sears. Right inside the entrace there is a table of sweaters with a sign saying 30% off. I like one and pick it up. Full price is $28. I go to the register and it rings up for $28, so I say, "that is 30% off". The woman stares at me in disbelief and says, "where did you get it?". So I point to the table which is visible from the register but you can't really see the sign because of the angle. Mind you, the entire store is on sale, every single rack of clothing has a % off sign on it. So, she says "well, I really am supposed to check it because what if the sign is wrong?" So, I say, "go ahead and check." And she says "there isn't anyone to check." So, I say something like what are you kidding me? The entire store is on sale... So, she reluctantly gives me the 30% off because she doesn't want me to have to wait - with an attitude like I'm getting something I'm not entitled to!

3. We go to Linens N Things. I pick up a few things and see a clearance rack of vases with a sign that says 75% off. One matches my new living room set perfectly so I look at the bottom and there are 2 price tags, one for $19.99 and one for $9.99, so I assume it is 75% off of $9.99 - what a deal. So, we get to the register and it rings in at $11.99. So, I say, "that was 75% off". The girl punches some keys and a new price of $5.00 rings in. So, I say, "no, that was 75% off". And, she says, "yeah, that's off of the original $19.99 not the $9.99". So, I say, "then what is the $9.99 sticker for?" And, she says that in between the vase being full price at $19.99 and the current $5.00, it was on sale for $9.99. So, I say, "how about you remove the incorrect price tag so you don't confuse your customers!" I mean, we are talking about $2.50 here so I bought it anyway, but not the point!!!

Truely, the Disney Store were the happiest clerks I encountered. Did an exchange, no problem.

What is wrong with these people??????????????????

 

[JAP]

This time of year is rough on everyone. Lots of cold and flu bugs going around makes people call off sick. Therefore, many stores are short handed. It is also possible that many stores lay off people after the holiday rush.

It is my experience in retail that the clerks who waited on you probably had to deal with numerous rude customers for a long period of time.

It is disappointing to hear that Hallmark would not give out bags. That is a little ridiculous.

Hopefully the stress of the Holidays will be over soon and shopping will be more fun.

 

[Snow White]

That's too bad! I agree about Hallmark not giving the right bags....that's carrying a little far!

 

[Kermit]

The bag thing really gets me too. I've had the same type of problems that you described in the other two. They're a pain in the neck, but it's unfortunately very common. But the bags is just way over the line. If they can't afford to give the proper bags, they can't afford that good of a sale.

 

[aahmom1]

If I was buying breakables and they refused to put them in boxes I would have put them back. There is no way in hell you should be treated like that. Always remember that you are the customer, they want your business, not the other way around. As for the wrapping paper, I would have put that back too, if everybody would stop putting up with people's crap, they would stop handing it out.

 

[disneyjunkie]

Originally posted by aahmom1
If I was buying breakables and they refused to put them in boxes I would have put them back. There is no way in hell you should be treated like that. Always remember that you are the customer, they want your business, not the other way around. As for the wrapping paper, I would have put that back too, if everybody would stop putting up with people's crap, they would stop handing it out.

As I was reading this, I was thinking the same thing. Stores do this because they know they can get away with it. People may complain about, but they still BUY the products. If enough people complain and take their money else where, the policy would change.

 

[Disney Debbie]

Not to pick on you JAP - but I'm tired of the "they've had to deal with rude customers" excuse and the "it's a busy time of the year" excuse. Those are always given to excuse poor customer service and just plain bad sales policies. I occasionally deal with rude people in my job - but I don't then treat the next customer rudely because someone was rude to me. I very rarely see these "rude" customers that have been so awful to the employees that they then act like crap to everyone else the rest of the day. The times I HAVE seen a rude customer the employee is usually very nice to me afterwards - and I'm very nice and sympathetic to them! The difference is training, good management and a store manager who gives a rat's behind about customer service. I've gotten old and cranky enough that I won't go to stores that treat me rudely or like I'm an inconvenience unless I have no other alternative. I quit going to Service Merchandise years ago for exactly that reason. (Which has since gone out of business around here anyway)

And rude sales people are not limited to the holidays so that does away with excuse # 2 anyway!

And that Hallmark store - good grief - it sounds like Scrooge must be the manager there. If they can't afford appropriate bags - then make the sale 40% off instead of 50% and use the damn bags! That's the chinsiest (is that a word!!?) thing I've heard - especially considering it's a Hallmark store - they aren't exactly a bargain basement kind of store!

 

[jipsy]

I never let a store clerk treat me like a second class citizen. Actually, if I have a problem with something, such as the bags, or pricing, I don't even start a conversation with the clerk. I immediately ask for the manager or the owner.

I have a situation right now that I have to deal with next week. I went into a restaurant supply store and told the salesman I wanted to purchase a hanging pot rack, like the one on display, only I wanted it two feet long. He took me and showed me some half racks hanging on the wall and asked me which length and I told him. He rang it up and said they were out of stock, but they would deliver it straight to my home. It was $107 total.

The pot rack comes in. It is a wall rack, not a hanging ceiling rack. I find my receipt and take it back. I notice that on the receipt he charged me $20 for shipping!

When I walk in I ask for the manager. A gentleman comes out from behind the counter and I explain. He tells me they do not have pot racks that small, so I demand a full refund. He tells me he cannot refund the $20, but in the same breath tells me I was not supposed to be charged that in the first place. Then he proceeds to ring up my refund. I thought.

Instead he hands me a slip of paper, telling me I have a store credit now of $87.

Huh? I didn't ask for a store credit. Are you the manager?

He says "uh, no, he's on vacation."

So I ask for the owner, he's on vacation too. Yea right. When will he be back? Next week, but it won't do you any good to talk to him. Our policy is clearly stated by the cash register. Where? He shows me a small 2"X4" paper, taped to the side of the register that says all returns will only be store credits AND MUST BE USED THE SAME DAY. Excuse me, that's too small of a sign and you need to tell people that when they make a purchase. I'll see the owner next week for my refund.

For some unknown reason, clerks seem to think they have been given an inordinate amount of power.

 

[Jenzebelle]

Unfortunately, stores have been very short handed this year and many chains are hiring pretty much anyone that can pass a drug test and fills out an application.

Because a lot of stores are hiring so many people that they ordinarily would not hire, you get stuck with a lot of rude clerks, clerks that call in sick during the busiest times, and they all have to work insane hours because management just doesn't seem to care.

My best friend decided to work at Walmart part time for extra Xmas money. He all ready has a full time job. His manager scheduled him for 35-40hrs a week working at Walmart in addition to the 40hrs he worked at his normal job. He was only hired to work 18hrs. When he told them to take him off the schedule, he was told by the store manager that employees are there to work until they drop. So my friend quit.

I'm not saying this to excuse rude behavior. Like posted earlier, you should never allow a salesclerk to treat you like S***. Unfortunately, many people suffer this behavior silently and managers don't train their employees that the customer is always right anymore.
Next time that happens, I would get the store manager and write to corporate HQ.

 

[Kteacher]

Come visit me at the store I work in P/T- I will give you excellent service with a smile and no attitude I've worked for the same national retailer for the last 8 1/2 years, and have worked in retail in some way,shape or form for over 25 years. I work with a great group of people in my department. We all love what we do, p/timers as well as f/timers, and we have fun. Yes it gets tiring this time of year when you're in retail(last Monday I got home at 11:30 p.m. ), but we try not to let it get to us too much. Next time you are in Western Ma. stop in at the jewelry counter at JCP and say hi to us

 

[JESW]

Were you at the Solomon Pond Road mall?? I usually like that place (it has a Disney store! ) but won't go anywhere near it until things quiet down. Sorry to hear that you had a rough time.

Jill

 

[jan/cape]

How about this to add a little different spin to things. I went into J C Penney this morning. To return a pair of pants I had no problem returning the pants. The clerk had a cold. She kept wiping her nose with the same worn out tissue and handing cutomers a pen to sign receipts. GROSS.! I asked the clerk next to her if I could use her pen insead. They both seemed puzzled. I just kept thinking sales clerks probably get a lot of cold ( handling money etc. all day long), but there weren't any hand wipes or disinfectant wipes and I sure didn't want to catch her cold.

Oh, aahmom1 I wouldn't have put the things back, I would have left them on the counter for the clerk to put back.

 

[bumcat]

jan/cape - I never ever use their pens. My daughter works at a grocery store and tells me about the nasty dirty money she receives from customers. Some of it is rolled up in their pant pocket and is all sweaty. I carry my own pens.

 

[Boots]

{{{{{{HUGS}}}}}}

 

[MikeScott8]

well to post the other side of the coin. I heard a customer in the line next to me who was complaining because they could not get 90% off the price on an item. The item was $19.99 and marked with the 90% off price of $1.99. They wanted 90% off the $1.99

COME ON NOW THEY ARE GETTING A $19.99 ITEM FOR $1.99
and they are complaining trying to get a $20 item for 20 CENTS!

they were lucky I was in another line, If I had been behind them I would have caused such a scene.

My two cents (IMHO),

Mike