Tuesday, March 23, 2010

Customer Service

I feel like I hit the ground running and haven't stopped for almost two weeks now.  Hubs and I have been doing some big projects in our household.  And don't you worry! I will have PLENTY of pictures to share once we get completely finished (has to be by the end of the week). :-D

But until then I have to rant......sorry......

We recently made a large purchase from The Room Place.  I was so excited to receive our 'purchase.'  Well, upon delivery we discovered that two pieces were damaged.  The delivery guy noted the damage on his file and gave me the number to call to have it exchanged since the damage was obviously on their end.

Fast forward to today......

I called the customer service center to set up my delivery date for the exchange.  The very rude customer service lady informed me that I would have to put the damage against my warranty which meant I would have to contact the warranty company.  You may not think that this is a big deal but trust me, it is!  You see, the warranty is set up that if you don't file a claim against it in 5 years you are refunded the money you paid for the warranty.  Since the damage was NOT my fault I thought that it was crap that I would have to forfeit my potential warranty money.  This became more of an issue of ownership.

After about the 5th-6th rude comment I lost it.  I went all medieval on her.  She deserved it.  I told her that her customer service skills were lacking, that I was VERY disappointed with the service I had received and that I wanted to speak with a manager.  She told me that I couldn't talk to a manager until after 11am.  So I hung up on her.  I know, shame on me.  But had I stayed on the phone I probably wouldn't have said very nice things.
So I called the store where we had made the purchase.  Our sales guy was off today so I had to speak with the customer service at the store.  I explained to the nice customer service lady what had happened and how disappointed I was with my service.  I may or may not have threatened to return everything including the items that we are supposed to pick up on Wednesday.  Let's just say that she quickly apologized, scribbled down my number and made several calls.  It wasn't 5 minutes later before she called me back to let me know that everything was taken care of and that they could redeliver the items on Friday.

I think that The Room Place has great furniture and up until today I was very happy with their customer service.  Thanks to the nice customer service lady who fixed everything we will continue to shop there.  

I hate being mean on the phone.  I really don't like getting angry to the point where I am shaking and near tears but I also expect good customer service especially when you pay good money for something.  And if you push me and are rude to me.....you better expect that I will be rude back to you.  I expect people to take ownership of their mistakes (or in this case, their damaged goods).  Some may think that I expect too much but I don't think I do.

Okay, I am done ranting today! The sun is out and I am going shopping on my lunch break. Good ol' Target always puts me in a good mood. Have a wonderful day!

6 comments:

Chocolate Lover said...

so glad everything got sorted out in the end! Enjoy your shopping spree!

Stephanie said...

I too would have flipped! FLIPPED! And I never feel badly when I have to remind someone that they are not doing their job right...I do mine right...DO YOURS! LOL! I am glad you sorted it out!

Hilary Lane said...

I hate that, too! I had a bad experience with one of the companies I had to call, but one of my co-workers had a great experience with them. It really is all in who you talk to.

BPO said...

Hello,
It was unfortunate that you came up with an unpleasant customer care at the beginning. But at the end everything got sorted out easily by an excellent and efficient customer care. Carry on with your shopping.

Mrs. Ruby said...

I am HUGE on customer service!! My biggest peeve is when CS people are RUDE and unhelpful. I'm so glad you got everything squared away...

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