Just when I thought customer service was a thing of the past, I visited Pier1 Imports today. The associate greeted me, and offered to help me find my items. Later, when it was time to check-out, he noticed that I was standing in line and quickly came to open the next register. Luckily, I had one of those satisfaction surveys on my receipt, which I intend to take to compliment them on their service.
Speaking of amazing help, Earthbound Farms Organic Salad Brands treated a follower really well! She bought a containter of arugula, but noticed it was a mixture of greens. She wrote an email to inform them of the mistake, and they promptly appologized and sent her coupons for their products. Way to appease the consumer Earthbound Farms.
Now that's what I call service!
Until I shop Again,
The Customer Service Spy
Twitter.com @TheSpyShopper
Thursday, August 12, 2010
Sunday, August 8, 2010
Airlines
Follower Vicki just informed me of this customer service nightmare:
Apparently United/Continental canceled part of her Hawaii flight and didn't bother to inform her. She was just so happening to check on things today with her itinerary and noticed it was no longer there. She called and they had a schedule change, but didn't bother booking her on another flight. She is supposed to leave on Dec 6. The woman claimed all other flights that day are sold out and she couldn't get them out until the 8th. Of course that would cut her vacation short, so she said no. After asking to speak to a superior, all of a sudden something opened up the day of the 5th. Hmmm, why should a paying customer have to experience this?!
Since when can an airline cancel your flight, and not inform you? Apparently it happens all the time. When you book a flight ahead of time, take a look at your itinerary every so often to make sure it still exisits. You never know when it is going to disappear.
Until I shop Again,
The Customer Service Spy
Twitter.com @TheSpyShopper
Apparently United/Continental canceled part of her Hawaii flight and didn't bother to inform her. She was just so happening to check on things today with her itinerary and noticed it was no longer there. She called and they had a schedule change, but didn't bother booking her on another flight. She is supposed to leave on Dec 6. The woman claimed all other flights that day are sold out and she couldn't get them out until the 8th. Of course that would cut her vacation short, so she said no. After asking to speak to a superior, all of a sudden something opened up the day of the 5th. Hmmm, why should a paying customer have to experience this?!
Since when can an airline cancel your flight, and not inform you? Apparently it happens all the time. When you book a flight ahead of time, take a look at your itinerary every so often to make sure it still exisits. You never know when it is going to disappear.
Until I shop Again,
The Customer Service Spy
Twitter.com @TheSpyShopper
Supermarkets
I go out of my way to shop at Safeway, as Giant Supermarkets are on every corner here in Maryland. I usually have great customer service, but that was not the case today. I was looking for bread that was advertised in the ad as a coupon for $1.89. I asked 2 employees in the bakery department. One ran past me and said "Just a minute," only to never return and was later working on the bagels. The other lady wouldn't even look at the coupon that I was showing her; rather, she pointed to the bread aisle. (Seriously, I know that's where the bread is, thanks!) I waited over 5 minutes in the deli department as no one was servicing the counter. The 2 people in the back even saw me. Finally another gentleman came to assist. Lastly, this store was out of the Cottonelle, advertised for $4.99. My overall shopping experience at this Safeway was poor, . The only positive feedback is that the florist was polite and told me and every other customer hello as we walked in. My cashier, Emily, was also very friendly.
I am not ready to completely give up on this store. It is hard to give an overall customer service label to supermarkets, as each store is differnt. I will wait fo my response from customer service and keep you posted. In the meantime, I am going to shop at Harris Teeter and Giant and will hopefully be able to make a recommendation soon.
In summary: Safeway employees ignored me, and they were out of many of the advertised items. Where else do you have these problems?
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper
I am not ready to completely give up on this store. It is hard to give an overall customer service label to supermarkets, as each store is differnt. I will wait fo my response from customer service and keep you posted. In the meantime, I am going to shop at Harris Teeter and Giant and will hopefully be able to make a recommendation soon.
In summary: Safeway employees ignored me, and they were out of many of the advertised items. Where else do you have these problems?
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper
Gift Cards
Have you even tried to use a gift card, only to find out it is expired, or the value has decreased? I'm talking about those American Express, Visa, and Mastercard gift cards that charge a fee to activate. (Who gives those anyway?) These companies have enough money without charging inactivity fees or setting expiration dates. Seriously though, I didn't know money expired.
I admit, this isn't really a customer service issue; rather, it seems more like a complete scam!
The Federal Reserve Agrees. The Credit Card Act of 2009 entails new rules that allows people like you and me to keep our money (well, keep our money a little longer). Cards cannot expire before 5 years, and inactivity fees can only take effect if the card has not been used in 12 months. These rules apply only to cards sold after August 22, 2010, so make sure to use the gift cards you already own now.
Remember, these companies are going to try and implement fees in other areas such as balance inquiries.
In Summary, the Federal Reserve is trying to ensure that consumers are not scammed by gift card retailers. New rules take effect, but fees and expiration dates still exist. If you want to give a gift, try cash (it doesn't expire). Other companies such as the Gap allow you to use their gift cards at all Gap owned entities including Banana Republic, PiperLime, and Old Navy. These cards have no fees/expiration dates. Don't forget about stores that offer incentives to buy gift cards. This is especially try during the holiday season where you can often get a free $10.00 gift card when you buy $50.00. And who can't use a gift card to Target? Skip the Bank-owned cards, and try one of these....just be sure to check for fees.
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper
I admit, this isn't really a customer service issue; rather, it seems more like a complete scam!
The Federal Reserve Agrees. The Credit Card Act of 2009 entails new rules that allows people like you and me to keep our money (well, keep our money a little longer). Cards cannot expire before 5 years, and inactivity fees can only take effect if the card has not been used in 12 months. These rules apply only to cards sold after August 22, 2010, so make sure to use the gift cards you already own now.
Remember, these companies are going to try and implement fees in other areas such as balance inquiries.
In Summary, the Federal Reserve is trying to ensure that consumers are not scammed by gift card retailers. New rules take effect, but fees and expiration dates still exist. If you want to give a gift, try cash (it doesn't expire). Other companies such as the Gap allow you to use their gift cards at all Gap owned entities including Banana Republic, PiperLime, and Old Navy. These cards have no fees/expiration dates. Don't forget about stores that offer incentives to buy gift cards. This is especially try during the holiday season where you can often get a free $10.00 gift card when you buy $50.00. And who can't use a gift card to Target? Skip the Bank-owned cards, and try one of these....just be sure to check for fees.
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper
Saturday, August 7, 2010
Deparment Stores
In the market for a new watch? Conflicted about the best department stores? Shop Nordstrom or Bloomingdales, not Lord and Taylor.
My experience at Lord and Tayor disappoints! The Associate ignored me and helped customers that arrived after me. I requested to look at a watch, and the associate would not look to see if hey had another (this one had a scratch) nor would she remove the links after the purchase. Although this was a designer Michael Kors piece, which retails for $200.00, my purchase was not an incentive for her to go the extra mile.
Bloomindales and Nordstrom Associates jumped to help me. When I asked if they removed links, they both replied, "Of Course!" Multiple staff at both stores asked if I neded assistance. I made my final purchase at Nordstrom, and will happily return to their store.
In Summary: With helpful staff and easy return policies, it is in your best interest to shop at Nordstrom or Bloomingdales.
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper
My experience at Lord and Tayor disappoints! The Associate ignored me and helped customers that arrived after me. I requested to look at a watch, and the associate would not look to see if hey had another (this one had a scratch) nor would she remove the links after the purchase. Although this was a designer Michael Kors piece, which retails for $200.00, my purchase was not an incentive for her to go the extra mile.
Bloomindales and Nordstrom Associates jumped to help me. When I asked if they removed links, they both replied, "Of Course!" Multiple staff at both stores asked if I neded assistance. I made my final purchase at Nordstrom, and will happily return to their store.
In Summary: With helpful staff and easy return policies, it is in your best interest to shop at Nordstrom or Bloomingdales.
Until I shop again,
The Customer Service Spy
Twitter.com @TheSpyShopper
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