A few years ago, Chris and I used to live near a Krispy Kreme. It was literally down the street. I can remember a specific week when we both had overlapping bouts of the flu. During my turn, all I wanted was pumpkin spice donuts and a Slurpee from 7 Eleven. Strange, right? For some reason it was the only thing that sounded good. A sugar coma to get me through the flu.
Yesterday we were visiting a furniture store near Krispy Kreme, and being that I am very pregnant, it is fall, and I want all things pumpkin I asked Chris to stop by Krispy Kreme for pumpkin spice donuts. We go through the drive thru – thinking it is a simple order. We tell her my order of 2 donuts and Chris’ order of 2 donuts. Two times she repeats it incorrectly and we correct her. She tells us to go to the window. We drive up, and since we did not have cash, we pay with a credit card.
Chris gives me the receipt and I look and we’ve been charged for 6 donuts. Ugh. Somehow we knew this would happen when she could not get the order right at the intercom. Our credit card had already been charged. We tell them it was not what we ordered, and we only wanted the four donuts. She stands there and does not know what to do. I am exhausted, need a snack, and am ready to go home. Normally, I would not make a big deal out of it, but I do not want 6 donuts (because I know Chris won’t be able to resist eating them).
She goes and gets someone to help her and a guy comes to the window. He says: “I do not know how to refund your order.” He then says, “Can I give you a latte instead?” I lose it. I already had a coffee and it is visible in my cup holder. I say, “No I do not want a latte, I want my four donuts and I want to pay for only four. How hard it is to put a refund through?” Chris then says, “How about you just give me the difference in cash?” The guys says: “Okay, that would be $1.60.”
Why, oh, why does the customer have to tell the cashier “how” to give a refund? I still am not convinced (not that I ultimately really care) that we actually got back what we should have back. The receipt said:
1 ASST 1/2 DZ
Then at the bottom says: Combo donuts – $1.15. No where does it say the cost of the actual donut. I think because they charged for 1/2 dozen there might have been a deal and the guy had no idea how to break it apart? Or, here is a thought. Refund the original order and ring it up as it should have been? Wow. No brainer right?
In the end, all could have been avoided if she just read the order to us prior to taking our card and swiping it.
It seems like every time I travel I come home and have some story about crazy passengers, annoying TSA agents, and just the overall experience of flying the [un]friendly skies. Yes, I am picky, but I also think we’ve lost the service out of customer service… which means the customer is left hanging. As companies fight for market share what many are finding is that service is actually what sets many companies apart. Think Zappos or Nordstroms.
I just came across this story back from May 2015 where Southwest Airlines elevated their service game. After reviewing a few articles about her story, here is a recap of what happened:
A woman is on a Southwest plane flying from Chicago to Columbus finds out her son is in a coma after an accident. The plane turns back to the gate and the flight attendant asks her to get off. At the gate they told her to call her husband. She finds out that her son, who lives in Denver, is in a coma after a head injury. This is what Southwest does:
_Offered her a private waiting area
_Rerouted her luggage
_Allowed her to board first
_Packed a lunch for when she got off the plane in Denver
_Her luggage was delivered to where she was staying in Denver
_She received a call from Southwest asking how her son was doing
Amazing right? Yet, should it be? I wish we did not think that was stellar service. I want that to be the normal type of service that we can expect. How often does this type of tragic thing happen to folks? Often. People travel to sick, hurt, and dying loved ones, but so often we do not know their story. The morale is — how can we raise the bar and make what Southwest did for this woman the norm?
Last week we had dinner with good friends. Somehow during the conversation Comcast came up. Who has not had a problem with Comcast at some point in their television or internet days? They have a monopoly in most local areas. I know we have had no luck in our area. We either have Frontier (an offshoot of Verizon Fios) and Comcast. Frontier was not any better than Comcast in terms of customer service. If you do not use Frontier or Comcast, you have to go with a television service (like DirectTV) and a different company for high-speed internet.
In any case, my friend shared this hilarious story, about a Comcast customer who received their bill and the name on the bill read: “Asshole Brown.” Crazy! Take a peek at the link for an image of the bill. It makes me laugh because it is what I have wanted to say back to Comcast. While we do online bill pay, I wish I could make the payment to Comcast say: “Asshole Comcast.” We have called every month over the past year because every month our bill is not correct.
If you do an online search for “Comcast customer service issues” you will find over 3 million results. Such as this one where a customer recorded the phone calls he had with Comcast. I wish we would have done the same thing!
At the moment Comcast is trying to purchase Time Warner Cable, which would make the worst cable provider (customer service wise) have that much more control. Hopefully, if the deal goes through, Time Warner has some sort of interest in the customer. In an era where the customer comes first, Comcast has a lot to learn.
Hopefully Comcast figures out how to stop calling their customers assholes. It will not help their already pissed off customers. A few items to note, Comcast, you: 1) need better customer service 2) should not call customer’s assholes 3) should fix their bills, and follow through with what you say you will do. Not too tall of an ask, right?
No, this isn’t about a wardrobe malfunction. For those of you that know me, I am a fiend about how I am treated as a customer. I care about principles.
So let me tell you what happened. I ordered a bra online from the online website: Bare Necessities. When I received the bra on Wednesday, they sent me a size larger. I emailed them because their website states that they are available 24/7/365 via phone, and yet all their communication tells you that they close at 6 pm EST. For me that is 3 pm, so my availability to discuss my order is limited. I asked them to resend the correct size, and once I received it I would send back the incorrect size with the return shipping paid by them. I received an email response Thursday morning.
“I am sorry to hear of the trouble with your order. We can reship the U.K xxx which is a U.S xxx-cup, please ensure this is the size you need as Fantasie is a U.K sized bra and may show the conversion size on the tag as well. Our reship process entails a new charge since we will be shipping product out, if this is okay I can have the package delivered tomorrow.”
Here is the thing. I ordered the correct size, they decided to send me a different size. I know my size. I wear this brand, and do not need them to try to translate and send me a different size. Frustrated, I called them Thursday morning at the beginning of my work day. The woman who answered the phone? The same woman who responded to my email. A coincidence or a VERY small company. You decide. Right away she was snippy with me, cut me off, and told me that Fantasie had changed their sizing and that they were doing the right thing. Um, no. See my dad taught me something early on. “The customer is always right.” In this situation, an apology would have gone a long way. She could have said we are sorry for the confusion and mix up, and we will send you the size you ordered. Instead she continued to aggressively fight me that they were right and I had the right bra. She continued to tell me that there was nothing she could do for me, that they could not send me new product without charging me again. Why should I have to be charged for another bra, mail it back and then wait forever for it to be refunded?
When I asked to speak to her supervisor, she said: “I am the manager.” When I said “oh, you own the company?” She said: “I can you put you into my manager’s voicemail.” My response: “Why, so I can have her leave me a message, and not be able to talk to her because you close at 3 pm my time?” No thank you. I promptly told her that I would be returning the bra, no longer making any purchases from them, and would tell everyone I know not to waste their time or money on their website.
I am a diehard customer service nut. What does that mean? I love, love, love when I have kickass customer service, AND you do not want to be on the other end of the phone with me if you are not providing me with excellent customer service.
Recently Chris and I purchased jackets from Hurley. While we did not purchase matching jackets, they are a similar style and are made of the same material. After we each wore our jackets once, we found that a part on my jacket was unstitched and that Chris’ pocket was not sewn correctly. He contacted their customer service to let them know and see what they could do for us. I was expecting them to tell us that we needed to send it back to them, and once they received it they would send a replacement to us.
This was their response:
I apologize about your jacket! I have went ahead and processed an exchange for a replacement jacket to be sent out to you. Please just ship back your defective item to the below address, and write the below Return # anywhere on the outside of the box that you send it back in. I have credited your account used for the order $8.00 to cover shipping costs for you to ship this item back to us, if it is more than this, please save your receipt and send us a photo and we will credit you the difference. Please let me know if you have any other questions or concerns.
Hurley Customer Service
Rock on, Hurley. Not only are they sending us a new one immediately, they also credited our credit card for the $8 right away. We were not expecting such great service, and wish that more companies would take their lead from Hurley.