Now let me tell you a few things that have happened this shopping season for me. I am quite verbal about customer service ANYWHERE I get it. I will tell a Manager at a Restaurant how wonderful the service was, or the food. Compliments should be given just as freely as a complaint!! Of course most people actually do not say a thing! Soooooooooo...I have had a few companies that were OUTSTANDING in service and a few that completely disappointed. Macy's....online or store will NEVER see another penny of mine. Landsend however is one of the absolutely best companies to deal with. EVER. I will get more into detail during the next few posts, however....call them...
I did...
and OMG...they answered the phone. YES..they answered the phone...I mean...a HUMAN answered the phone. How often does that happen nowadays? You can't even call your doctor's office without having to go through a menu. So sad. Technology has taken away the most important thing about customer service: The human aspect and interaction. Sure sure sure..you finally will get a rep on the line, whose hands are pretty much restricted in taking care of anything major...buh humbug...
And it takes time and more time to get someone on the phone that "might" be able to help you.
Here are the companies I dealt with over the holiday season for my shopping excursions:
Amazon.com
Landsend.com
Macys.com
Kohls.com
Walmart.com
I am going to start out with Kohl's since I just got off the phone with them. And let me tell you that I was on the phone for 21 minutes without it being resolved to my satisfaction.
I emailed the as soon as I noticed the issue with my order. Then I called. And now I emailed them again.
I had three previous orders by them and they arrived as they should have with no incident..until
Hello Kohls.com
I am a very very unhappy customer at the moment. I placed several orders with kohls.com over the holidays. My last order arrived on Thursday Jan 5. Upon opening I found out one of the items I ordered (King red damask set sku# 91969408) was not in the box. Instead they shipped me two of the throws. I at once emailed order accuracy @kohls.com and have not as of yet heard back from them. Today Jan 9th I called customer service. Holly was quite nice and trying to be helpful, however your companies policies only added to my frustration. I simply wanted the item I had paid for, which should have been a simple matter....but NOooooo, instead the item was credited to my account. Then I was informed the credit might take 14 to 30 days before it has been processed. THIS IS COMPLETELY UNACCEPTABLE. You made the mistake, so therefore my money should be given to me ASAP (keeping in mind it may take two or three days to process). Then to get my items you would have to do another order and CHARGE my card, even before I get my credit? WHAT IS THAT!!!!!!!!!!!! I have had a few returns during this holiday season and none of the other companies have had an issue getting items exchanged. I therefore now am NOT reordering my items, simply because at this time I can not afford to be charged for something I have already paid for. I hope you will take the time to review some of your policies to make it easier for customers. I do most of my shopping online because I am not able to drive. At this point I am not sure I will return as a customer. AND I will be quite verbal about the service I have received...or hmmm not received!
Sincerely,
Susan XXXX
Now I will be interested to see WHAT will happen. I will keep you up to date!!
UPDATE 1/9/12
I actually got an email from customer service. And yes..indeed....I responded to them once again. I am sure you will notice that I am still NOT A HAPPY CUSTOMER.
Dear Susan xxxx,
Thank you for taking the time to contact us regarding your recent experience with Kohl's. Your frustration is understandable.
While it may be difficult to receive negative information about our services, it is important for us to become aware of the recent challenges you experienced. We make every effort to ensure that your online shopping experience is a pleasant one. I regret this was not the case for you.
Your disappointment is understandable. Please know that your comments have been heard at our corporate office and that we are dedicated to improving our website. Susan, you are a valued customer and we appreciate the time you took to contact us. We hope that you will allow us another opportunity to provide you with the excellence in service that you truly deserve.
We appreciate the time you took to contact us and look forward to serving you again at kohls.com
Please feel free to contact us if you have any additional questions.
and my response
Dear Kohl's
None of my issues were addressed
1) my refund is going to take TOO LONG - 15 to 30 days is NOT ACCEPTABLE
2) I am not placing or replacing the items I have ordered and PAID for to do your inability to take care of my issue. I will not be charged for something I have paid for and not have had a refund as of yet.
3) The 1st email gave you the opportunity do provide me with the excellence in service I truly deserve and you failed miserably
Sincerely
Susan xxxx
now...you have to know that I shop at Kohl's a lot...at least....I DID....as I said...I am not sure I want to give them my money.
In the last year along I spend a ton of money...everything ranging from Kitchen ware, baby clothes, clothes for the rest of the family, presents from many of the other departments, decorations and well... more etc etc blah blah
There is enough competitors out there selling me about the same items that I can be happy shopping somewhere else and have someone appreciate me as a customer.
Did I mention "me" should be appreciated???
or..hmmm how did Kohl's put it...ahhh yes...I should get the excellent service I truly deserve.
At least they are got that right!
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