Here are examples of two recent customer service stories...one at Walmart and one at Crate and Barrel.
This is verbatim what I just sent to the Walmart Customer Service hotline:
Last night 6/22/12 I visited the Walmart on 970 Mansell Road Roswell, GA 30076
It was 9pm at night and I wanted to get a bike that I had been eyeing for a few weeks, so that I could start training for my triathalon in September. I flagged down a lady in shoes who said that she would page someone in Sporting Goods. I waited 15 min. No one showed up. So I went to Customer Service where they tried to page someone again. I was promised by the Customer Service Manager (Angela) that if I went back again to Sporting Goods, someone would be there. I went and waited another 15 min. No one showed. So I finally went back up (I was getting angry at this point) and asked if someone could please help me. I was basically ignored by Angela and the other associate in Customer Service. They said they couldn't help me. I started to leave the store (visably upset) but a kind associate named Randy saw me and asked if he could help. He escorted me to sporting goods, where I showed him the bike. He said that I would have to buy the display bike because they had no more Schwinn Hybrids in stock. However, upon inspection there was a rip in the seat. I asked if I could exchange the seat for a Schwinn seat replacement off the shelf (retail price $21.97). He said that we should go ask and escorted me up front (bike and grocery cart in tow).
I went up to Angela and explained that the display bike had a rip in the seat and asked if I could exchange the seats. (Mind you it's been 45 min at this point, not to mention the other 30 min I spent shopping for other items). She made me wait another 15 min while she contacted store management. I was then informed that they would only discount the bike 10% and would not change the seat for me. (10% discount off of the bike would be $15.90. The cost of a new seat $21.97. I was not going to pay an extra $7 out of my pocket for a defect that was not my fault).At this point, I thanked Randy, Told Angela that her lack of customer service skills resulted in a lost customer (I've shopped at Walmart for many years) and abandoned my cart. I was at a loss for words and brought to tears. I've never been treated that way at any store in my life. Angela acted like she could care less (mind you she is a Customer Service Manager) I waited patiently for almost an hour for help, only to be told that I was going to have to pay for Walmart's defects.
I'm 33 years old, married with a child, and have a high level corporate position at a healthcare company in Atlanta. I will tell everyone I know about my experience and encourage them to stay as far away from Walmart as possible.
As a result of my experience, you lost an approximate $250 sale last night (the bike plus $100 in groceries) and will lose my business forever going forward. I hope that you can do something to redeem yourselves in my eyes. I'm not hoping for much from this message but I would love the opportunity to get the bike I wanted.
Regards, Kristen S (and included my phone number)
Now here's a little story behind what happened with Crate and Barrel:
In 2007, I registered for a Spice Rack from Crate and Barrel on my Wedding Registry. I got it as a gift from my BFF and I loved it. In fact, I've had it for almost 5 years and use it almost every day. A couple of weeks ago, I dropped one of the glass spice jars (garlic salt..my fave) and it broke. I was devastated. I researched it online only to find that the jar replacements and spice rack itself was discontinued. Seriously devastated, I called the 800 crate and barrel number and told them my dilemma. They did some research and discovered that two stores in Florida still had the spice rack and it was on sale for $30. They gave me the Tampa store number, I called and BAM...now my new spice rack is on the way! :)
All it takes is to show you care, people!!! Sometimes I just don't get it....Hopefully I'll finally get a bike this weekend! But probably not from Walmart. They suck big donkey balls!
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