Customer Service....what happened to it?

1224 Views 15 Replies 10 Participants Last post by sassy14830, Jul 29, 2005

saltymalty

Discussion Starter · Jul 28, 2005

Hi everyone....I'm here to vent. I am actually fuming mad over a call I made to Overstock. Back two weeks ago, I ordered a trumpet for my son. It was a complete package w/case for the instrument. The first time he carried the case to his lesson, the handle came off. Not completely, just one end. The connecting screw stripped through the plastic handle. So I called Overstock CS...the first agent told me that my order was too old to do anything about (don't know how she figured that one) and hung up on me. I called back...the second agent told me there was nothing I could do short of returning the entire package (my cost to ship back, then pay shipping on new). When I asked to speak to a supervisor, he hung up on me too. At least I got his name. So I called back and finally reached a somewhat reasonable person who transferred me right away to a supervisor. Turns out the instrument came from a 3rd party vendor and they need to contact them to see if they'll replace just the case. He is supposed to call me back. If the vendor cannot, he sent me an e-mail stating that Overstock will supply a shipping return label and postage. If I do order a second trumpet, I will have to pay shipping though, which this month is only $1 so no big deal. I guess my gripe here is that why is it so difficult to take the time to resolve order problems? My family operates a wholesale business and I cannot imagine treating any of the customers so rudely! Single orders (one unit) are given just as much priority as the ones with 100 units. Anyone else out there experience bad customer service lately, or is it just me?

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LexiAndNikkisMom

· #2 · Jul 28, 2005

They hung up on you?!?!?!?! OMG! How rude! I would think twice about doing business with them again.

I've noticed that to about custumer service. My grip is when you go to a fast food restaurant. It is almost like you have to ask for hot food. Around here a lot of times you get just warm or not room temp food. One time I got a roast beef from hardees and the roast beef was cold, like just out of the frig cold. It was gross. I had picked it up on my way to work so I didn't even have a microwave to warm it up in.

msmagnolia

· #3 · Jul 28, 2005

It's not just you. I'm amazed that companies don't value their customers, especially with such intense competition! I always get a name when I talk to someone. Even if they've given their name when they answered the call, I will ask again so that they know that I am writing it down. And it's not just poor customer service with catalogues, its also local businesses. I don't know what is going to have to happen to turn things around......

Toby's Mom

· #4 · Jul 28, 2005

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carrie

· #5 · Jul 28, 2005

OMG!! I was just talking to my husband about this the other day!! Seems that something happened between this generation and the last, when it comes to Customer Service manners.

I mean, the last time we went to Virginia Beach....the fast food people were downright rude. Maybe it's because I'm from "Small Town USA" or something, but the people here are so much nicer. Here they say "Please go to the next window". And when you go to pay for your order (you know sometimes they run back and forth getting your order) and when you have all your food they say "Thank you, and have a nice day." In VB they pretty much throw the food at you, and when you don't pull off fast enough, they say "You have to move!" Well, I WOULD have if I KNEW you were DONE with my ORDER!! LOL!! I said to the girl "THANK YOU AND HAVE A NICE DAY!!"

Toby's Mom

· #6 · Jul 28, 2005

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LexiAndNikkisMom

· #7 · Jul 28, 2005

Originally posted by Nichole@Jul 28 2005, 02:22 PM
Oh and about fast food--about 15 years ago, my cousin and I went in KFC and ordered some chicken. We were sitting at the table cutting the chicken and blood squirted out. She and I freaked out and brought the chicken back up to the counter and told the manager. She didn't believe us and my cousin pushed on the chicken and blood shot across the counter. The manager took the chicken, threw it away and told us to get out!!!

To this day, fast food chicken still gives me the willies.
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That is just gross!!!!!

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rubyjeansmom

· #8 · Jul 28, 2005

2

We have our own business-a roofing business-and we have a job going on down by the beach and so my husband wanted to treat the guys to a hotel room so they wouldn't have to drive back and forth--the traffic here is terrible--so we got them a suite with two rooms-two beds in one room and a sofa bed in another room with tv's in each room. We checked out the room it was nice and paid cash for two nights. Well they switched rooms on the guys--and in the new room the drain in the shower didn't drain very well-they only had one tv and the sofa bed had dirty sheets and a dirty t shirt that the previous person left in the bed. One of our guys slept on the FLOOR

I can't believe they didn't call to complain about this themselves--well we went in yesterday to talk to the manager and she would not do one thing for us. We already paid cash and she wouldn't compensate us in any way. They did take care of the room.....but her attitude was horrible--she didn't care that they didn't get the room they were suppose to get and could care less about the condition of the room. We were furious but had already paid cash and couldn't get it back for last night to find the guys a new place. I don't know whatever happen to customer service either--and yes--the fast food business stinks around us too-theres so much competition that you'd think they want to treat their customers nice to keep them coming back but noooooo.......its really ashame that people just can't be nice anymore.

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k/c mom

· #9 · Jul 28, 2005

Don't judge all companies by Overstock.com. I had a bad experience with them, too. They're awful.

Now that I think about it, I believe they hung up on me, too. That must be what they are told to do!

Chelsey

· #10 · Jul 28, 2005

I can't get over the fact that they hung up on you. No once but twice. That is so rude.

littlepeanut

· #11 · Jul 28, 2005

2

I can't believe they just hung up on you

It's been driving me crazy recently too, I mean the most simple things are all drawn out because we have to deal with moron after moron. I must say that I had a problem with my Bareminerals order and the CS guy was the nicest person I've dealt with in a while. He refunded my $$ and told me to keep the mistake order and he sent out my order again. I was expecting a whole big ordeal, but it was almost too easy

Makes me want to spend my money with them and not somewhere else.

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saltymalty

Discussion Starter · #12 · Jul 29, 2005

Originally posted by littlepeanut@Jul 28 2005, 07:59 PM
I can't believe they just hung up on you

It's been driving me crazy recently too, I mean the most simple things are all drawn out because we have to deal with moron after moron. I must say that I had a problem with my Bareminerals order and the CS guy was the nicest person I've dealt with in a while. He refunded my $$ and told me to keep the mistake order and he sent out my order again. I was expecting a whole big ordeal, but it was almost too easy

Makes me want to spend my money with them and not somewhere else.
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One of the reasons that I love Bare Escentuals/Bare Minerals too! They have great CS...don't forget to ask for your discount card when you order...they keep a running total of your orders and when you reach a certain amount via phone order (on the beauty hotline) you get a discount. They also offer a discount for your birthday!

littlepeanut

· #13 · Jul 29, 2005

Originally posted by saltymalty+Jul 28 2005, 08:31 PM-->

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@Jul 28 2005, 07:59 PM
I can't believe they just hung up on you

It's been driving me crazy recently too, I mean the most simple things are all drawn out because we have to deal with moron after moron. I must say that I had a problem with my Bareminerals order and the CS guy was the nicest person I've dealt with in a while. He refunded my $$ and told me to keep the mistake order and he sent out my order again. I was expecting a whole big ordeal, but it was almost too easy

Makes me want to spend my money with them and not somewhere else.
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Click to expand...

One of the reasons that I love Bare Escentuals/Bare Minerals too! They have great CS...don't forget to ask for your discount card when you order...they keep a running total of your orders and when you reach a certain amount via phone order (on the beauty hotline) you get a discount. They also offer a discount for your birthday!
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Whooo hooo discounts!!

Thanks for the tip!!

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carrie

· #14 · Jul 29, 2005

Originally posted by Nichole+Jul 28 2005, 03:29 PM-->

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@Jul 28 2005, 02:22 PM
I said to the girl "THANK YOU AND HAVE A NICE DAY!!"
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You are sooo much nicer than I am! LOL I could have never said that to her! I would have shot back some other rude comment to her.
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Well, I didn't say it in a nice way. LOL

Toby's Mom

· #15 · Jul 29, 2005

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sassy14830

· #16 · Jul 29, 2005

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