Over the years I have come across companies with some really horrible customer service and I find it very hard to swallow and raises my blood pressure to the point where I want to smash everything they could possibly own. It's even more frustrating when you make a complaint and the company disregards it, tells you they don't deal with those things or for example, when you write on their facebook wall and they promptly delete it because it's not sugar coated enough. There are two main companies that I have had bad times with and they're actually two extremely popular companies :s what a shame.
So here I go. I'm going share with you all my experiences and EXACTLY which stores this has occurred. I am NOT sparing any names. You want to ignore the customer? I'm going to tell the world.
HOLLISTER:
I honestly really love their clothes. Great quality and the exact fit I like. I love short shorts, slim tanks and just really fun and comfy clothes. They last for a long time and aren't too bad in prices.
One of the HCO's in FL had really pleasant employees and they offered to help and were super perky etc. That same store I went to cash my stuff and my cashier was this skinny white boy with "muscles" (as far as i'm concerned a lot of the guys there are just skinny with abs). He greeted me with a perky "hey, how are you today?" to which I replied "i'm good". It's liked they're programmed to say it and then stop being nice after you respond or maybe he was vex I didn't compliment him? After my reply he didn't even look at me, had a sullen look and basically shoved all my items into the bag and chucked it at me. That experience wasn't horrible but just a bit bipolar.
My second experience was in another mall in FL. We walked in and there was hardly anyone on the floor (employees that is) but a really pleasant guy who was folding up some clothes was really helpful and told me (after I told him I was just looking) to call him if I ever needed any help. He kind of disappeared for a little while but that didn't bother me since I was busy sauntering up and down admiring tops and thinking of what to get. After a few minutes I had a few items I wanted to try on so I went to the dressing rooms only to find out that noone was there to open them for anyone. There were about 3 or 4 employees standing talking by the cash register (I think 1 was cashing for someone), so I looked around and waited for about 5 minutes to see whether the person who was supposed to man the dressing rooms would come back. Clearly they didn't so I started staring at the cashiers who were staring at the now 10 people waiting to use the dressing rooms. Then when I realised that we were only receiving very vacant/blank expressions I shouted "EXCUSE MEEEEE!?! IS ANYONE GOING TO HELP THE CUSTOMERS?!?" and I received more blank expressions and a few giggles and smirks from the staff members. The customers waiting with us were getting frustrated and no one was saying a thing. The employees continued to chat with each other, watch us and giggle etc. I decided before I slap someone I would go and look for the ONLY helpful person in the ENTIRE store. In the back of my mind I was like "maybe they're short staffed that's why those employees didn't move" but when I found the helpful guy I noticed the door in the back was open and about 4 employees were texting and chatting with each other in the kind of "staff room". As soon as I appeared in front of the guy who was folding more clothes at the time (and I believe he was the supervisor at the time) he was most attentive and rushed to come and open the doors for the customers. I am so grateful there was at least ONE PERSON doing their job. As for the rest of the employees, it's best they weren't there at all because we'd get the same service.
Another experience was when I went in with my boyfriend's mother to look at some tops and a few shirts for him...again in FL but another mall. I notice that the Hollister employees like to avoid the older people that come into the store. Most of the guys who work there are disgustingly unhelpful unless they see a girl they like and there are a few girls who will help and a few who will just find something to do quickly and pretend they didn't see you. I have also realised that most of the employees do not know their own merchandise so when you call the name of the product they watch you like "HUH?!" so you have to basically search by yourself for the item and sometimes that takes longer than it really should. My soon to be mother-in-law continuously gets frustrated in Hollister because of the lack of help from the employees and a lot of times I have heard that the employees and supervisor do not know how to deal with customer complaints and things that should be done are not because they simply do not feel to.
Another experience of mine was not in the stores but online. Hollister has a facebook page as many of you may know and everyone writes on their wall saying "i love hollister" and "i want to model for you" etc and posts pictures of themselves wearing the clothes etc. I noticed there aren't any complaints on the wall. I had a complaint about the same in store customer service and wrote them basically an essay of my experience and told them that they need employees who don't just look good but know how to deal with people. I checked it back the day after and guess what!? My comment was deleted by Hollister from their wall. That is how they deal with complaints. That is their wonderful customer service. They don't want people to know that some of their employees have made their shopping experience crap, they don't want people to know or say that they have a problem with anything. That is HORRID and DISGUSTING and TOTALLY FAIL customer service. It honestly make me feel like I never want to give them my money ever again. If only their clothes weren't the best fit for me. UGH!
Not only have they stiffled those with complaints which will ultimately make the company and it's employees perform better in-store and online, many people have said that their customer service via the phone STINKS. Seeing that people cannot give their concerns, complaints and tips in person or online, many call the "customer service" hotline (or phone number) only to be told "we don't deal with those types of things on the phone mam". Where do you deal with these types of things then Hollister? :s Telepathically? In our dreams?
I have heard people complain about the lighting being too dim, but personally I like the setting. Once in a while I feel a little blind but I can at least see what I have in my hand which is ok for me. It's not great lighting at all for people who have problems seeing in dim light but you're not totally blind? I think the whole vintage surf ambiance would be lost if the lighting was bright. I have also heard of people complaining about the smell and I personally am IN LOVE with how Hollister smells. I believe when I last went they sprayed Hollister So Cal Men's cologne and I wish my clothes continued to smell like it forever. It is a bit strong and a bit overpowering at times but it's not stinky.
Many people may disagree with me about their customer service either because they love Hollister so much they don't care or they're lucky enough to not have experienced the wrath of the hco employee. While there are many employees that are pleasant and helpful, one bad apple in the bunch can just kill it. Sometimes it is hard to deal with a cranky customer (who came into the store cranky or rude) and I sympathize, BUT that is no excuse to treat everyone or anyone like they're a hindrance to your life, rude or not, the customer is always right.
All in all, Hollister needs to stop hiring people just because they look good or can kiss plenty ass at the interview. They need to look for people who can continuously uphold great customer service skills and be pleasant and helpful to every single creed, race, age and gender that walks into their store. They need to instantly fire the rude, disrespectful and unhelpful and concentrate on making sure EVERY SINGLE CUSTOMER has a great shopping experience. Stop avoiding the complaints and deal with them. It will make the company a better company and everyone would be satisfied.
VICTORIA'S SECRET (online):
Another favourite store of mine (I mean what girl doesn't like this store?!).
I can literally spend hours in the stores (and I do) just sauntering around wishing I had everything.
The problem I had was not in the stores because out of all the VS stores I have gone to I have not had one bad experience. The staff is always helpful, they're eager to find stuff for you if you have trouble and give you their personal opinions when needed right outside the changing room door. Kind of like an underwear bestie? haha.
We had ordered some stuff from VS online and after 1 week (after placing the order) we got no corespondance so we called and the lady on the phone said that they didn't clear the payment. So when were you going to tell us this? After christmas?!?! She told us that it needed to be verified and so we called our bank and they verified and provided us with all sorts of confirmation numbers and codes etc. We called back VS and a rather RUDE lady answered and said in no uncertain terms that that wasn't enough. What else are we supposed to do? So we called the bank again and the bank personally EMAILED VS with the verification. We called back AGAIN and the same rude woman answered and gave us a hell of a time. She literally was barking at us on the phone and gave us a whole run around stupidness. We gave you the numbers, our bank personally mailed you...There is no more we can do! She still didn't want to acknowledge it so my future mother-in-law came on the phone and had a stern and fierce talk with the rude woman. That is what made the lady acknowledge our payment and confirm the order. She needed a kick to do her damn job. After that experience, which took about 2 weeks by the way, we NEVER ordered from VS again. Now we just wait to go to a VS store in person and buy our stuff. It's less frustrating and the customer service is way better.
I know people who regularly order from VS and have no such problems which is great, but what would be even better is for no one to have any problem. You must provide all your customers with the same great and easy experience. People may say what's several customers out of 5 million+? Yes they may have many customer and many people who love them, but a store should be worried if they lose even 4 customers because word spreads and others may experience the same and you would want to get money from everyone right? As much people as possible right?
VS is a great store with great products and wonderful in-store service and pleasant employees! They need to work on their operators' attitudes and stop giving people hell!
FAST FOOD OUTLETS:
Bad customer service at fast food chains is a norm and there's really nothing much we can do about it. Fast food outlets do take your complaints into consideration and they act on it which is great. The only thing is, you can't actually complain right away in front of the employee's face unless they told you off or something because they have to deal with your food. You don't want someone who is making your food or even packing it to be mad at you or feel like you don't like them because they can spit in your food. My problem is that there is constantly a grumpy one in the group or just a plain rude employee. For example, I walked into Burger King and there was a lady by the register waiting to cash the next person. She kept breathing heavily and rolling her eyes. When I came to order she rolled her eyes at me and watched me like she was thinking "well....u guna order something?" I am ALWAYS pleasant with everyone so I told her good evening and my order. She said "ok...." walked off and was like "aye *person's name*...come and cash for me".
I was of the impression this bitch cashed my order already. Turns out she just didn't want to deal with me for some reason. The other lady who came to cash took about 5 minutes before she reached the register (when she was standing about 2 feet away mind you) and was equally grumpy but not as rude. She cashed and my order was quick which is good.
People constantly get attitude and grumpyness from fast food employees. They act like they don't want to be there (which they may not) but don't be mad at the damn customer for your inability to get a better job! You should feel lucky you have a job in the first place!! It may be 10pm and you may be tired and want to go home, but this is your job and if you piss off a customer enough you can lose it and chances are it may be your only option or the only job you can get for the next decade. I want to sympathize sometimes but when an employee is rude when I have done nothing in the world to contribute (other than contributing to your damn paycheck), I cannot feel a smidge of sympathy for you. You put yourself in your own position so don't take it out on the people who contribute to your living. It's understandable people would be exhausted or tired but you don't need to add rudeness to it.
Another experience was in Benihana. I LOVE LOVE LOVE their sushi so I suggested to my boyfriend and his family we eat there one night to celebrate a birthday and anniversary. I was so excited. Our reservation was for 7pm and my boyfriend and I got there at 6:30pm to ensure we had our table for the little show the chef puts on. The supervisor with the last name Fifi, a fair skinned woman probably in her mid-late twenties or maybe early thirties was at the front desk and she told us to wait for us to be seated (a party of 6). At 6:45pm we got a call from the rest of the family that they would be about 5 minutes late and to get seated at 7pm. 7pm came and the same Fifi girl was like "Where is everyone else?", so we explained to her they were on their way. She REFUSED to have us seated and in no uncertain terms told us that we would have to come back because we missed our reservation time. WE ARRIVED AT 6:30?!?! She was exceptionally RUDE and rushing us and denying us a seat at the table we reserved. The rest of the family finally came and we were seated. She was the most sour, disgusting, rude and hasty supervisor ever. The employees avoided her like the plague. She flung the menus at us and stormed off. The expletives that wanted to come out of my mouth when she was there was amazing!!! 5 minutes later a sports celebrity and his entourage came in and she was smiling and bustling around them and grinning and being oh so nice to them. Talk about kiss ass. Apparently it was only important that the person with fame was treated with smiles and accomodated, but everyone else is a pleb and should be spat on. We got not even ONE smile from her for the entire night. We never go to Benihana anymore to sit for the dinner and show. My future in-laws never wanted to go back and I was left there feeling like crap for even suggesting we come to the restaurant because everyone had a horrible experience all because of the Fifi girl. Not the best anniversary/birthday dinner ever. Actually it might have been the worst. My family and I had come many times before for dinner and never experienced any of that (but then again, the same girl wasn't there any of the times). So disgraceful and so rude.
There a lots of eating places that have great service such as Dennys :D I love there and we all loved their staff :)
HAVE YOU HAD ANY BAD EXPERIENCES WITH THESE STORES? OR JUST BAD EXPERIENCE IN GENERAL IN TERMS OF CUSTOMER SERVICE? SHARE THEM BELOW IN THE COMMENT SECTION!
UPDATE 1:
Posted a comment about an hour ago...it is now 2:39pm. Where is my comment? Gone. Deleted. Again. All I said was "I made a complaint and it was deleted. That's great customer service for you".
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| My comment was right where that red line is. |
UPDATE 2:
3PM
Posted a comment literally 10 minutes ago and made sure to take a screen picture. After just 10 minutes they deleted it. AGAIN. Here is the proof:
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| 2:50pm |
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| 3pm |
