First, I must share that there was a long time in my life where I worked in customer service at a large, national retail chain. I was the assistant manager, then later the manager of customer service in a store which was doing over a million dollars of business a week. So, I dealt with a lot of different issues and tried to help people and find solutions to their issues - I'm just saying that I recognize when I receive the service I once gave to my customers. Now, some things I just could not change, like if debit or credit was down, but, if it had to do with your experience or your money that was my responsibility to make sure I made it right.
In the last few months, I've found a serious lack of customer care. I've come to the conclusion that the only voice I have anymore is my buying power, because companies just don't listen or care. Maybe they think one customer being upset isn't that big of a deal, but they should.
Yesterday, I attempted to return a jacket which I had purchased online to a retail location to avoid the shipping charge to send back through the mail. However, they would only honour the current selling price because the price I paid wasn't printed on the packing slip they sent with my purchase. The current selling price was $20 less than I paid a couple of weeks ago. I returned home with the jacket and called their customer service number and spoke to a condescending young man, who told me I could send the coat back through the mail and get my full refund. He then asked me if he could do anything else for me? I said he could offer to refund the return shipping, since I don't really see how it is my problem that their system isn't set up to handle online returns, in-store. He told me no and wished me a good day. Don't forget, I worked the other side of the counter form many years, I
understand policies are in place for a reason. Listening to what I
was saying would of gone a long way.
So, today, I am taking that jacket to the post office, along with the other two items I purchased in that order. I am returning my entire order and this company will not receive any more of my money. Essentially, they lost a customer over ten dollars.
Maybe they think, who cares about that ranting woman? Well they should. The retailer I purchased from is a Canadian retailer, with a head office in Montreal, for tween/teen girls. I have a 15 year old daughter, I've spent hundreds of dollars at this store over the last few years, and would of continued to for several more years to come. And, I have a younger daughter who will be growing into that store within a few years.
All I wanted to do was return a jacket my daughter didn't like. Now, I know not to purchase from this company again as they don't care about my business, yesterday or in the future.