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CUSTOMER SERVICE RANT
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 2006-01-07 2:22 PM |
Champion  6627      Rochester Hills, Michigan Gold member |  Subject: CUSTOMER SERVICE RANTOK...let me preface this *rant* by saying that I'm incredibly fortunate to have my health, my family, friends, and a life that affords the ability to even *have* gifts over the holidays... That being said, I had the most un-friggin believable customer service experience at an unnamed deparment store named Kohls. Bastages. Background: Father in law gives me a nice sweater for Christmas, list price $80, and apparently he got it on sale for $50. Now...it's nice, but it's nice for someone else, if you get my drift. It was all that for the generation ahead of mine - a real head turner that'd go well with Jordache jeans. Anyway, so today I'm taking it back...hear my horror and be glad you weren't there. It gets ugly. 1) Roll into the Kohls, wait in line at the register (20 minutes) for them to tell me that I need to take the sweater back to a different line (customer service), in the back of the store. OK. 2) Customer service looks like my gym after new years...the line's long, two people working, one isn't working in the same language as most of the customers in the store, so she's constantly interrupting the other one to ask for help, clarification, whatever. OK, I'll wait this one out (15 minutes). Get to the front of the non-english speaking line and she tells me that I can leave the sweater with her, and exchange it for $50 in merchandise OR get $25 credit on my card - And I've got the gift receipt that shows $50. WTF?! 3) Shop for a while, come up with a collection of stuff totalling $50, or a little more. 4) Get back in line at customer service (15 minutes), get to the font of the line where they inform me that I cannot exchange my sweater for a "collection" of items. It must be a 1-for-1 swap, for the exact price ($50). HUH? So I pepper them with questions about what I CAN and CAN'T do. Turns out I need to hunt through the store to find something, a single item, with a LIST or SALE price of exactly $50. Not $49.99. $50. FINE!!!! Dammit. What's $50? 5) Hunt around, and NOTHING is priced at $50. Apparently the price guy had an overstock of 9's and no zeros. So I hunt for about 5 minutes before I decide this is complete and utter Bullshit. 6) Get BACK in line to retrive my sweater (8 minutes). Get the sweater, we're out of there. In total, 1:20 of my life wasted, and I own Denny Terrio's night-on-the-town sweater. Tonight is letter writing night to the CEO of Kohls. Tell me your stories, good or bad, on customer service. I'd like to think it's better than this *everywhere*, but if it's not, your pain may help me deal with my pain. Edited by rkreuser 2006-01-07 2:26 PM |
| 2006-01-07 2:32 PM in reply to: #318918 |
Master 2033 | Subject: RE: CUSTOMER SERVICE RANT WOW!!! I dont really have a story for ya, but that is a bunch of bull crap! |
| 2006-01-07 2:54 PM in reply to: #318918 |
Wife, Mother, Friend. 2457 South | Subject: RE: CUSTOMER SERVICE RANT my girlfriend sent a note today about Muvico Theatres. The names have been changed to the Does. .... We made Harry Potter and the Goblet of Fire and while the movie itself was great, the theatre was not. We got our tickets and went in, waited in line at the snack bar but when we got to the front, they closed it down and told us we had to go to a different place with another long line (we decided not to spend our money there and just eat afterward). After we came out of the movie, the guys went to the restroom and came running back out, it seems a urinal was overflowing and gushing water all over the men’s room. When Mr. Doe told this to the nearest theatre employee, she said cleanup wasn’t her job, that he needed to go to the service desk and let them know about it. He told her he didn’t even work there, he wasn’t obligated to tell anyone, he was being nice letting her know and she shrugged and walked off in the opposite direction. We then did go to the service desk and complained. The manager was a little slow to catch on, and then not-the-clean-up lady showed up and Mr. Doe happily pointed her out, the manager refunded the cost of our tickets. The girl was pulled aside for a private meeting as we left. well, this one ended on a happy note.
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| 2006-01-07 3:09 PM in reply to: #318922 |
| Champion 6539 South Jersey | Subject: RE: CUSTOMER SERVICE RANT Wow! That really sucks! I hope you write that letter to the CEO! That is the worst exchange policy I've ever heard of. There is no reason they can't at least give you $50 in store credit - even if that register says $25 now. And $50 to use however and whenever you'd like, not just for a one-on-one exchange...to the dollar!! So what if you buy something that's 49.99 - they're making a penny of you. If you buy something that's $34.99, they're making even more off of ya! I am glad I work for a company that has top-notch customer service (I work in the corporate office and not down on the front lines, but we have an awesome customer-service philosphy). |
| 2006-01-07 3:29 PM in reply to: #318918 |
Expert 957 | Subject: RE: CUSTOMER SERVICE RANT That's a horrible way for a store to treat a customer. I have previously worked for a couple of different department store chains and neither one had such a stupid policy. The difference between the amount of merchandise credit offered compared to the credit card amount could just be due to company policy. However, it is pretty standard to give you merchandise credit for the $50 that the sweater cost, as that is the whole purpose of the gift receipt. Neither JCPenney nor Macy's, for example, will give you cash back with a gift receipt, but a merchandise credit should have been offered. Also, you shouldn't have been restricted to buying a single item for $50. Many times when I would process a return with a gift receipt, if the person wanted to purchase additional merchandise at the time, they would often spend more than what they got back from the return. As far as the manager, there had to be some supervisor/manager on duty at that time; they probably just didn't want that person to come over. Unfortunately, in large part due to Walmart having succeeded in forcing down wages in the whole retail sector to usually between like $6:50 and $9 per hour for non-management staff, you are going to run into a whole lot of other incompetent cashiers along the way. |
 2006-01-07 3:31 PM in reply to: #318918 |
| Subject: ... This user's post has been ignored. |
| 2006-01-07 3:35 PM in reply to: #318929 |
| Champion 6539 South Jersey | Subject: RE: CUSTOMER SERVICE RANT Lucy's story reminded me of something my parents recently encountered: A new diner had just opened up close to my parents house and so one night on their way home from a concert or movie or something, my parents decided to stop and get a bite to eat. It was a little on the late side, like 10 p.m. For some reason, this diner isn't open 24/7, so I think they were like an hour away from closing. In any case, my father ordered a sandwich that came with all sorts of stuff on it. When he got the sandwich, it was missing like half the stuff that was supposed to be there. When he told the waiter that the sandwich was missing X, Y, and Z, the waiter replied, "So, it's not my problem, I didn't make it." And walked away. My parents were so taken aback by his actions that they decided not to pursue the sandwich issue any further and ate the sandwich. I guess the waiter told someone what he had said, b/c about 10 minutes later he came back and apologized and offered to take it off the bill. We actually went back to that diner one morning for breakfast after watching my cousin do the Children's Run at the Philly Distance Run. There was eight of us, and the service was fine then. |
| 2006-01-07 4:02 PM in reply to: #318918 |
| Pro 4481 Reston | Subject: RE: CUSTOMER SERVICE RANT Rick, that sounds like a complete load of bullsh*t. I'm sure you don't ever want to go back to that store again, but I find it very hard to believe that you can't do what you tried to do (either get multiple items, or something for more/less that $50). Maybe you should call the store and ask what your options are... see if you get a different response. Call during non-busy hours, like 8am on a Monday (I think Kohl's store all open pretty early) |
| 2006-01-07 4:36 PM in reply to: #318946 |
| Champion 6627 Rochester Hills, Michigan Gold member | Subject: RE: CUSTOMER SERVICE RANT 3558 - 2006-01-07 5:02 PM Rick, that sounds like a complete load of bullsh*t. I'm sure you don't ever want to go back to that store again, but I find it very hard to believe that you can't do what you tried to do (either get multiple items, or something for more/less that $50). Maybe you should call the store and ask what your options are... see if you get a different response. Call during non-busy hours, like 8am on a Monday (I think Kohl's store all open pretty early) It is. I'm STILL smokin', and I really don't have a temper. In order, I think I'm going to 1) CALL a different Kohl's (fingers walk more cheaply than the pimpmobile) and see if I can't score a different policy / answser / whatever, 2) Do the CEO letter thing. Or maybe both And for the long term, I'd love to be able to call my ex-in-laws and tell 'em not to shop there...they're serial Kohl's people, so unless they hear about this, they're going to be drawn back there like moths to a streetlight. I don't have the heart, when it's a gift, to ask them to change stores. The least I can do is battle customer service to return a gift. I just wish it was less like Mortal Kombat. Edited by rkreuser 2006-01-07 4:37 PM |
| 2006-01-07 5:03 PM in reply to: #318918 |
| Master 1932 Savannah, | Subject: RE: CUSTOMER SERVICE RANT I have stories so horrible they can't be printed in BT. Just know that I REFUSE to shop at walmart. I won't even capitalize the name I am so disgusted. Unless we have an emergency prescription need, I WILL NOT enter that gateway to hell. And Courtney, do not speak ill of my beloved Target...... |
| 2006-01-07 5:04 PM in reply to: #318918 |
| Master 2136 A Prairie Home | Subject: RE: CUSTOMER SERVICE RANT One day (3 weeks ago) my cell phone decided that it should stop working. I still get reception, but the people on the other line could not hear a thing I said. 2 days ago I walked by a Verizon Wireless kiosk and inquired. Turns out there is a new version of software out that I need to get my phone to a store and get it flashed. I thought, I have no idea that there is a new software out. This morning, I went to the store. Waited 20 minutes just to drop my phone off. Came back in an hour, waited another 20 minutes just to pick it up. Why the wait, you say? Because the salespeople were more interested in making sales then helping people whom they have already locked in with contract. So Verizon customers. If your phone suddenly craps out, you might need to get it flashed. |
| 2006-01-07 5:05 PM in reply to: #318968 |
| Subject: ... This user's post has been ignored. |
| 2006-01-07 7:44 PM in reply to: #318957 |
| Pro 4481 Reston | Subject: RE: CUSTOMER SERVICE RANT Pimpmobiles are notorious for having poor gas mileage. . rkreuser - 2006-01-07 5:36 PM(fingers walk more cheaply than the pimpmobile). |
| 2006-01-07 8:00 PM in reply to: #319040 |
| Champion 6627 Rochester Hills, Michigan Gold member | Subject: RE: CUSTOMER SERVICE RANT You can't spell 'Tahoe' without 'ho' (sic). 3558 - 2006-01-07 8:44 PMPimpmobiles are notorious for having poor gas mileage. . rkreuser - 2006-01-07 5:36 PM(fingers walk more cheaply than the pimpmobile). Edited by rkreuser 2006-01-07 8:00 PM |
| 2006-01-07 8:19 PM in reply to: #318918 |
| Champion 7704 Williamston, Michigan | Subject: RE: CUSTOMER SERVICE RANT There is no such thing as customer service anymore. People don't care. I had a similar thing at Walmart where the girl forgot to put something in my bag. I went back in and she was like...it was in there..no can I make it right just I'm right you are wrong tough shit. I was so pissed I called the manager. IT was an item costing less than $1 too....its not like Walmart would have gone bankrupt giving me a new one even if I was lying. I never would have noticed except I needed it right away. The manager was like come back and I'll make it right...wasn't worth my time. I was fuming for a while over it. |
| 2006-01-07 8:27 PM in reply to: #319044 |
| Champion 7558 Albuquerque, New Mexico | Subject: RE: CUSTOMER SERVICE RANT rkreuser - 2006-01-07 8:00 PM You can't spell 'Tahoe' without 'ho' (sic). 3558 - 2006-01-07 8:44 PMPimpmobiles are notorious for having poor gas mileage. . rkreuser - 2006-01-07 5:36 PM(fingers walk more cheaply than the pimpmobile). Tahoe == Pimpmobile? Not unless you gots the 20" rims. '89 Black Lincoln Towncar == Pimpmobile (equally bad mileage). It was a real nice ride. True story. We'd had the TC less than 2 months, and I'm headed over into the next neighborhood to pick up my 8th grader at a friends. They're out front, and as I pull up, the friends run to the back of the house. Figured that a big, black TC stopping in front of the house meant gunfire. |
| 2006-01-07 8:27 PM in reply to: #319044 |
| Pro 4481 Reston | Subject: RE: CUSTOMER SERVICE RANT Can't have Manwich without the Man. (and I love my sloppy joes) . rkreuser - 2006-01-07 9:00 PM You can't spell 'Tahoe' without 'ho' (sic). 3558 - 2006-01-07 8:44 PMPimpmobiles are notorious for having poor gas mileage. . rkreuser - 2006-01-07 5:36 PM(fingers walk more cheaply than the pimpmobile). Edited by 3558 2006-01-07 8:28 PM |
| 2006-01-07 8:30 PM in reply to: #318918 |
| Champion 11641 Fairport, NY | Subject: RE: CUSTOMER SERVICE RANT Note to self: - make sure there's no Kohl stock in the portfolio |
| 2006-01-07 8:43 PM in reply to: #318918 |
| Master 1462 Michigan | Subject: RE: CUSTOMER SERVICE RANT rkreuser - 2006-01-07 3:22 PM OK...let me preface this *rant* by saying that I'm incredibly fortunate to have my health, my family, friends, and a life that affords the ability to even *have* gifts over the holidays... That being said, I had the most un-friggin believable customer service experience at an unnamed deparment store named Kohls. Bastages. Background: Father in law gives me a nice sweater for Christmas, list price $80, and apparently he got it on sale for $50. Now...it's nice, but it's nice for someone else, if you get my drift. It was all that for the generation ahead of mine - a real head turner that'd go well with Jordache jeans. Anyway, so today I'm taking it back...hear my horror and be glad you weren't there. It gets ugly. 1) Roll into the Kohls, wait in line at the register (20 minutes) for them to tell me that I need to take the sweater back to a different line (customer service), in the back of the store. OK. 2) Customer service looks like my gym after new years...the line's long, two people working, one isn't working in the same language as most of the customers in the store, so she's constantly interrupting the other one to ask for help, clarification, whatever. OK, I'll wait this one out (15 minutes). Get to the front of the non-english speaking line and she tells me that I can leave the sweater with her, and exchange it for $50 in merchandise OR get $25 credit on my card - And I've got the gift receipt that shows $50. WTF?! 3) Shop for a while, come up with a collection of stuff totalling $50, or a little more. 4) Get back in line at customer service (15 minutes), get to the font of the line where they inform me that I cannot exchange my sweater for a "collection" of items. It must be a 1-for-1 swap, for the exact price ($50). HUH? So I pepper them with questions about what I CAN and CAN'T do. Turns out I need to hunt through the store to find something, a single item, with a LIST or SALE price of exactly $50. Not $49.99. $50. FINE!!!! Dammit. What's $50? 5) Hunt around, and NOTHING is priced at $50. Apparently the price guy had an overstock of 9's and no zeros. So I hunt for about 5 minutes before I decide this is complete and utter Bullshit. 6) Get BACK in line to retrive my sweater (8 minutes). Get the sweater, we're out of there. In total, 1:20 of my life wasted, and I own Denny Terrio's night-on-the-town sweater. Tonight is letter writing night to the CEO of Kohls. Tell me your stories, good or bad, on customer service. I'd like to think it's better than this *everywhere*, but if it's not, your pain may help me deal with my pain. Let's see the sweet sweater, lol. |
| 2006-01-07 8:45 PM in reply to: #318918 |
| Master 1462 Michigan | Subject: RE: CUSTOMER SERVICE RANT Personally I would have taken a lighter to it , right in the middle of the store. I have no patience for ignorant people. |
| 2006-01-07 10:26 PM in reply to: #319070 |
| Champion 6627 Rochester Hills, Michigan Gold member | Subject: RE: CUSTOMER SERVICE RANT smokeater1833 - 2006-01-07 9:43 PM Let's see the sweet sweater, lol. You're trying to out me. I'm not buying it. Let's just say it would be Costanza's top 5. Of all time. |
| 2006-01-08 6:50 PM in reply to: #319127 |
| Extreme Veteran 317 Geneva, Illinois | Subject: RE: CUSTOMER SERVICE RANT best part of your story is when you used the word, "BASTAGES"... A gold star for anyone that can name the movie where one of the characters couldn't swear in English too well....he would say words like, "Ice-Hole", "Cork-sucker", and "Farg'in"...Not the best movie, but that was certainly memorable. Back to your story...yes, that is crap what they put you through. What happened to the days you could take something back and actually get CASH BACK???? I remember when I was in college, I always took back the clothes I didn't like and had some nice spending movie for several weeks. When I went back to Banana Republic to return/exchange I shirt I received, I couldn't even receive the difference back in cash. They had to give me a farg'in giftcard for a measly $1.63, because they cannot give more than a dollar back in cash...what gives??? On the other hand, if you want good customer service; shop at Nordstrums. Their shoe department is heads over heels better than any other place I have been to. |
| 2006-01-08 8:00 PM in reply to: #319445 |
| Pro 4481 Reston | Subject: RE: CUSTOMER SERVICE RANT Generally speaking, most retail stores offer a refund in the same form of payment that was originally used. Pay with cash, you can get cash back. Pay with your credit card, get your card refunded. In the case of gift receipts, most stores offer them as a guaranty of price, not tender. You need to provide an original receipt in order to receive cash back or otherwise. If not, you're stuck with store credit. nuorder - 2006-01-08 7:50 PM What happened to the days you could take something back and actually get CASH BACK???? |
| 2006-01-08 8:33 PM in reply to: #319445 |
| Member 28 War Eagle Hey!! | Subject: RE: CUSTOMER SERVICE RANT Spies Like Us |
| 2006-01-09 12:41 AM in reply to: #318918 |
| Subject: ... This user's post has been ignored. |
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