Kate BachmanNever Underestimate the Value of Good Customer Service
April 29, 2024Comments
Recently, I experienced one of the most frustrating and painful experiences on the planet: terrible customer service. After an entire month and elevated vocal gymnastics, I still do not have deliveries of two products that I really need for a new-home build in another state.
I won’t name the home hardware store where I tried to purchase these building products; suffice it to say that after listening to hours of hold tape, I am now an expert in lead-based paint, how to reach items from a high shelf and the danger of misbehaving kiddos.
I Apologize in Advance for this Rant
I have messaged the retailer’s chat box (worthless), emailed customer service and made at least 17 phone calls in an effort to get my items delivered—to no avail.
Some customer-service people I spoke with were very nice and well-intentioned, but ineffective in getting the messages through that one item was delivered to the wrong address, and that the other had to be delivered when someone could be there to receive it. Their system did not allow them to schedule the delivery on my timetable, or communicate with third-party carrier’s drivers.
Regarding the misdelivered product, I received a message that it was delivered. I had to ask for proof of delivery. The proof: a photo of it lying on a brown deck with a brown metal railing. All well and good except I don’t have a brown deck with a brown metal railing. Despite multiple phone calls—all of which had to be to a general phone number eventually redirected to the “resolution” or “rescue” departments—I could not get the message through that I did not receive the product. One resolution manager somewhere on another continent insisted that it was properly delivered because the carrier’s notes stated so. I should take it up with the carrier that they had hired, I was told. They would not take responsibility for the misdelivery or even acknowledge it.
