Recently there was a post on another blog about a rude salesperson at 'Victoria's Secret'. The sales girl had been extremely insulting and when the victim of her behavior protested to the company she got a form letter with a lame apology offering her a 30% discount on her next purchase as compensation.
That did not solve the issue of the sales girl who should have been fired, and, additionally, it forced the victim to buy something else to get any kind of satisfaction. Not only was this adding insult to injury, but it was extremely poor customer relations.
Today I had the opposite treatment from 'Coldwater Creek' and I thought you should know about the difference in how they handled a complaint.
Several weeks ago I put some clothing items in my 'on line' shopping bag. Before placing the order I received a 30% off coupon in the mail. It wasn't good for several days so I waited to place my order for a few days when the coupon would be valid. Three items that I really wanted had been removed from my shopping bag and I assumed that was because they had sold out in the interim. Therefore, I did not place an order.
Today there was another Coldwater Creek sale in my In- Box and when I scanned the items I discovered that two of the items that had been removed from my shopping bag were still for sale. I really wanted them so I placed the order. However, I used their on line chat to complain about the situation. They gave me a one time 30% off on my entire order even though the coupon had expired.
I will never shop at Sear's again because of the way they handled a complaint. I had been a good customer for sixty years, (Back when they were Sears Roebuck). In the past five years I purchased a new refrigerator, stove, dishwasher and an over-the-stove microwave from them.
The installers of the microwave needed to buy a special part costing $120. Being sub-contractors they could not accept Visa and I had to put it on my Sear's account. I got a statement from Sears and remitted a check in the next mail. In that same mail I sent a check to a local company for a repair. Both checks got lost in the mail. I was unaware of that until the following month when I got a second statement from Sears and a $45 late fee plus interest was added to the amount I owed. That is usury by my definition. I complained and didn't even get a reply. They got my cut up Sears charge card in the next mail.
By the way, the local company removed their late charge fee when I explained the situation.
In this terrible economy stores should take notice. Locally owned stores are much better at resolving problems, but the big chain outlets are usually tone deaf to any complaint because they assume they have so many customers nationally that the loss of one isn't worth resolving the issue in a fair manner. Perhaps if every one on the Internet publishes their bad experience with the company they might begin to pay attention.
I just did my part. Do you have any stories to tell - good and bad - about your experiences?