it’s now time for a rant about Customer Service.
A few weeks ago I wrote about fantastic service I had received. Today we go to the other end of the scale. Right to the bottom…
I was so angry that for the first time ever I wrote a review on their webpage.
“I am totally amazed at the lack of customer service offered by this company. I originally ordered two pieces of furniture by phone and first thing next morning I asked to cancel the order and to have the charge reversed on my credit card.
That started a series of phone calls and emails (emails only accepted by Head Office obviously they don’t want to interact with the public).
- I was told they didn’t accept “returns” on furniture – the furniture hadn’t left their store.
- I was told they could have sold the two pieces to someone else – the receipt is dated 4.22 pm and they close at 5pm. My first call to them was at 9.10 the next morning. Don’t think that argument stacks up.
They sent me a “Gift Voucher” while we were still having discussions about the furniture. Totally useless as I live in Wellington and they are in Tauranga some 520 kms away. Eventually in despair I agreed to take the furniture to be told that they had sold the couch. Surely they broke the contract with me then.
I was then told that the furniture would be picked up on February 4 and on February 11 after calling the carriers I found it still hadn’t left the shop. I’m never going back to that retailer. It is without doubt the very worst experience I have ever had with a retailer. Customer service – it’s non existent at The Importer”.
And I still haven’t heard from the shop whether or not the furniture has been picked up by the carriers.
Ho hum! Never going back to that shop. Surely the owners, directors would prefer to have one happy customer rather than a totally unhappy one who is busy spreading the word.
“Customers may forget what you said but they’ll never forget how you made them feel” – Unknown
The quote works equally well for both sides of the coin.