Is customer service "unheard" of nowadays?

[kneifl]

I went to buy a pair of glasses on Wednesday, and I wanted to have them fast so I picked a place in the local mall called "hour eyes" and I paid a premium for having them done that fast - $250. They would be done in one hour the salesperson said. I said I'll just pick them up same time tomorrow since I like to have lunch at the chinese restaurant in the mall.

Anyway, I stop in on Thursday to pick up my glasses. A cutting machine broke and they were not done. The asst manager comes out to apologize to me and says I'll take them to another store if I need to, just to have them cut to be done by tomorrow. Also, he said he would give me 20% off the price since they were not done on time.
I accepted it as a screw up even though I would have liked to have them now.

Stop in about a half an hour ago today. I tell the store manager my situation, she happens to be a stupid fukking bitch. She said, "the cutiting machine is down until Tuesday and you can get your money back if you want too." I wanted to slap the bitch. Still no glasses and I was lied to this time by asst mgr. I start cursing at them, they threaten to call security. I tell the store manager to "give me the fukking district or regional manager's name." I get it and leave.

I really don't want to have to go through this whole process of picking out and getting glasses again somewhere else. It took me at least 4-6 hours to do this time and I really like my pair. And is there any customer service in this country anymore????

Any suggestions on what to do when I talk to the district/regional manager on Monday. I think I should get these for pretty close to free after going through all this bullshit.

kneifl

 

[buddy]

"Caveat emptor"

 

[yyz]

Let me see if I can figure out what went wrong, here:

I went to buy a pair of glasses on Wednesday, and I wanted to have them fast so I picked a place in the local mall called "hour eyes" and I paid a premium for having them done that fast - $250. They would be done in one hour the salesperson said. I said I'll just pick them up same time tomorrow since I like to have lunch at the chinese restaurant in the mall.

Anyway, I stop in on Thursday to pick up my glasses. A cutting machine broke and they were not done. The asst manager comes out to apologize to me and says I'll take them to another store if I need to, just to have them cut to be done by tomorrow. Also, he said he would give me 20% off the price since they were not done on time.
I accepted it as a screw up even though I would have liked to have them now.

Stop in about a half an hour ago today. I tell the store manager my situation, she happens to be a stupid fukking bitch. She said, "the cutiting machine is down until Tuesday and you can get your money back if you want too." I wanted to slap the bitch. Still no glasses and I was lied to this time by asst mgr. I start cursing at them, they threaten to call security. I tell the store manager to "give me the fukking district or regional manager's name." I get it and leave.

I really don't want to have to go through this whole process of picking out and getting glasses again somewhere else. It took me at least 4-6 hours to do this time and I really like my pair. And is there any customer service in this country anymore????

Any suggestions on what to do when I talk to the district/regional manager on Monday. I think I should get these for pretty close to free after going through all this bullshit.

kneifl

Who the hell gets their eye-ware at the mall?

They had to have your phone number, too. They couldn't call you? All that crap you wrote, and you STILL want to get the specs from them?

Part of the problem is you telling them you didn't need the glasses until the next day. They were in no hurry after that. Seriously......Who goes to an "in an hour" store, and says I'll be back tomorrow?????

You're a nice kid, but you're being a lazy little shit. Do some leg work, and get the job done right.

 

[Old School]

Any suggestions on what to do when I talk to the district/regional manager on Monday. I think I should get these for pretty close to free after going through all this bullshit.

kneifl

The squeaky wheel gets the oil.

Approach the DM w/ a professional attitude.Explain the situation.Mention the dis-courteous service.Further,mention the time and money lost in repeated trips to the local.Suggest a compromise of 75% discount to over look the poor service resulting in loss of time devoted to important matters and expense of fuel.If he balks..Here is what you do..Tell him or her that you regret that you will have to take the matter a little further up the ladder of decision makers for his employer..Further state that you regret having to do so but feel the poor service warrants such a complaint..DM's do not want customers going over their heads.You will get his attention now if you didn't already..If he still balks..Simply ask for his immediate boss's address and phone number and reply that you regret having to take the matter as far up the corporate ladder as necessary to get satisfaction for the poor service..Sooner than later with this approach you will find the man that tells you what you want to hear..

I was a DM for a major company in the US for 14 years[in customer service for over 35 years] and the last thing I wanted was a polite customer approaching me in the right manner knowing one of my command has dropped the ball.If he or she is worth their salt they will eat 75% before they let their boss get the call from you voicing not only displeasure at the store level but non satisfaction from the DM level..
Big Boss's don't like Little Boss's to allow such trivial matters to reach their attention.
As my Boss would say.."Old School I pay you damn good money to take care of the dumb shit." "Now if you can't handle the dumb shit I can certainly find someone who can."
He only had to say it once.

Good Luck..

 

[kneifl]

The squeaky wheel gets the oil.

Approach the DM w/ a professional attitude.Explain the situation.Mention the dis-courteous service.Further,mention the time and money lost in repeated trips to the local.Suggest a compromise of 75% discount to over look the poor service resulting in loss of time devoted to important matters and expense of fuel.If he balks..Here is what you do..Tell him or her that you regret that you will have to take the matter a little further up the ladder of decision makers for his employer..Further state that you regret having to do so but feel the poor service warrants such a complaint..DM's do not want customers going over their heads.You will get his attention now if you didn't already..If he still balks..Simply ask for his immediate boss's address and phone number and reply that you regret having to take the matter as far up the corporate ladder as necessary to get satisfaction for the poor service..Sooner than later with this approach you will find the man that tells you what you want to hear..

I was a DM for a major company in the US for 14 years[in customer service for over 35 years] and the last thing I wanted was a polite customer approaching me in the right manner knowing one of my command has dropped the ball.If he or she is worth their salt they will eat 75% before they let their boss get the call from you voicing not only displeasure at the store level but non satisfaction from the DM level..
Big Boss's don't like Little Boss's to allow such trivial matters to reach their attention.
As my Boss would say.."Old School I pay you damn good money to take care of the dumb shit." "Now if you can't handle the dumb shit I can certainly find someone who can."
He only had to say it once.

Good Luck..

Great response and thanks, exactly what I think I will do now. What pisses me off the most is the asst. manager lied to me about getting them cut the next day and having them ready on Friday when he didn't do crap. Second most, the way the Store manager treated me today.

kneifl

 

[Penguinfan]

As my Boss would say.."Old School I pay you damn good money to take care of the dumb shit." "Now if you can't handle the dumb shit I can certainly find someone who can."
He only had to say it once.

There is years worth of education in that statement.

 

[yyz]

K-man,

The asst mgr didn't neccesarily lie to you. Maybe just overstepped his boundries?

He might have told the mgr what he told you, and she said, "We aint sending these glasses anywhere!"

I don't know, wasn't there, but at any rate......Old school has a good idea.

 

[kneifl]

Oh well,

Who knows what went on when I was not there yyz. Could have very well happened that way with the asst mgr/store manager the other day because she was a royal bitch to me.

I went to the local mall because I often have lunch there and they have a lenscrafters, hour eyes, and target that sells eye glasses. Thought this would give me a better chance of getting a good pair I liked. Usually I can't find crap I like because I don't like wearing glasses, but my contact lenses have been bugging me lately. Also, at my most recent eye appt I asked about lasik surgery and it has been known that people who have it for far sided eyes can not see near later on down the road (in about 10 yrs or so) and vice versa. My optomologist told me this so I'm sure its true because he used to perform the technique. Just a note to think of if youre thinking of having it done.

They told me they would call me, never did but I didn't give them my home or cell number because I don't like to give those out. I gave them my work line. I'd never buy glasses at hour eyes again after this fiasco.

I'm done with it now, and my blood pressure was probably really high when I was writing that post and I was really pissed off.

I'll just wait it out till Monday to talk to the DM. Probably do exactly what Old School suggested.

I might add the fact that I have many friends/contacts in the newspaper business working there in a past life for close to 6 years myself so I could probably get a story published if need be. Everybody loves those consumer watch stories... I know I still read them:142smilie :142smilie

kneifl