Wednesday, 17 September 2008

Customer Service

Wednesday, 17 September 2008
Or rather, the lack of Customer Service.

Why oh why is it so hard for some people who run or work for businesses to provide a decent level of customer service these days? Even just being polite can be beyond some of them.

I may have mentioned before that my family have a shop, a business we've been running successfully for 41 years now and assisting the customer and providing what they want has always been the number one priority because without customers you don't have a business.

I've currently got issues with three online sellers - one big ONS who never send out shipping notices and if you dare to ask if something has been shipped you are either ignored (which is currently happening to me) or you get a snotty email back informing you they don't have time to send shipping notices (happened to me in the past). I haven't bought from these people in a long time because of this issue but I pre-ordered something from them that I couldn't find anywhere else and I can't get any information from them as to whether or not it has been sent to me yet.

I also pre-ordered a small kit from another ONS back at the beginning of June (my Stepfather asked if I'd stitch it for him and I hoped to have it done for his birthday which was two weeks ago). My first enquiry as to the status of the order in July got a response saying they had no idea when the kit was going to be released but my last two have been ignored even though the kit is now available to order on their site. Again, I've had snotty responses from this ONS in the past but it was the only place I could locate the kit back in June.

And finally a book seller I purchased something from through Amazon sent a book that was not in 'new' condition (spine broken, pages turned down) despite advertising it as new. They were okay to replace the book (not happened yet after 10 days mind you) but implied that the damage done to the book had been caused by the post office! I guess some bored postman steamed open the envelope and read part of the book but didn't bother to finish it and sent it on to me.

I know that shops are busy but I've left more than enough time between email enquiries for them to respond. And so many of the online stores get it right I fail to understand how the few that don't can really justify their actions.

Rant now over for the day. I'll probably get home and find all three items on the doormat and I'll have to eat my words!


Courtney said...

ugh, I hear you!! I'm pretty sure I know who those two ONSs are...or have had similar issues!!

Allie said...

Sorry to hear you too are having ONS woes.

Jennifer said...

How annoying! I too am shocked at how many people think providing bad customer service is acceptable, especially in this economy. It doesn't cost you a thing to be polite to your customers, and dealing with customers is what you sign up for when you get into a retail business.

You should make note of your experiences at the Stitchers Report Card. Maybe if enough people complain, shop owners will take notice and change their attitudes.


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