Category Archives: Bad Customer Service

The Customer Service Merry Go Round

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The Customer Service Merry Go Round

If you were a teen or young adult in North America in the 80s or 90s you may remember a clothing store called Merry Go Round. We used to call it the touchy-feely store because the staff would literally paw at you when you crossed the threshold. Kind of like the scene from Pretty Woman when the Mary’s fall over themselves to dress Julia Robert’s character.

Shopping Scene

To be clear, Merry Go Round wasn’t high end, it was middle of the road filled with trendy clothes. You didn’t go there to get a classic pencil skirt or linen anything, you went for Cavaricci style pants, polka dot dresses, acid washed anything and the occasional shiny strapless dress in electric blue. Once I got drafted by a fellow shopper to try on stuff that he wanted to buy for his girlfriend. You only say yes to that BS when you’re young. For twenty minutes I tried on clothes and sauntered out into the store for a personal fashion show. The sales staff should have split their commission with me that day.

Anyway, I had an experience today that reminded me of the touchy-feely store. I got my oil changed at one of those quick oil change places. I’d mention the name but then the Russian bots might figure out my real identity and I can’t have that.I’ll actually be in Russia this time next week (oops I may have said too much).

Anyhow, you pull into the bay and stay in your car as the service is performed. They were kind of slow so before I could blink I had three dudes surrounding my car. I might have been flattered with all of the attention if they weren’t pulling out filters from every crevice of the car, suggesting I replace a $4. part with their $46. identical part. At one point a guy was removing the glove box to check the cabin filter, it felt weird. I just wanted that 15 minutes to read a book. Um, thanks fellas, that’s a hard pass. Here’s my $25. coupon, skip the extras and let’s move along.

I did have a customer service experience that went better than expected. This morning I got an email from Hollister requesting feedback on an order that hasn’t arrived yet. This was particularly annoying because I just got notice that delivery will be delayed and the clothes won’t get here in time for our trip. I replied explaining my frustration, fulling expecting that email to die a lonely death in cyberspace. Much to my surprise, Tara from Customer Service offered to next day ship the order and said she would waive return shipping costs for the delinquent order. I passed though her willingness to assist shifted my experience from negative to positive. Amazing how simple it can be to make that switch.

 

Basic @sshole

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Basic @sshole

We walked into the cafe in the middle of the lunch rush. It had that industrial-rustic-chic decor that has taken over the US in the past 15 years. Am I in a country store or an abandoned warehouse, I’m not sure. All these places look alike – exposed HVAC duct work, “distressed” wood floors and tables with some metal accents, large chalk board and minimalist light fixtures. I’m sure this decor is described in the first chapter of the Gentrification 101 Handbook. To be fair, I liked this look the first 15,294 times that I saw it.

Unfamiliar with the particulars of this cafe, we grabbed a menu and got in the 10 people deep line. By the time we got to the register we were just about ready to order. The part of BA (Basic @sshole) will be played by the cashier.

Me: Hi, how big are the sandwiches here? We’re thinking of sharing.

BA: (audible eye roll) They’re….(hesitation, he wanted to say basic, I know he did)…Uh, normal.

Me: OK, we’ll get the chicken salad sandwich with a side salad and a bag of chips. I’ll take a coffee as well.

Friend: Do you have any fountain drinks?

BA: (gasp, with momentary look of horror) Noooo

Friend: Um, OK I’ll get a water.

BA: Take this number and put it on your table, hands me my coffee.

I begin to pay with a credit card. Of course they have the Apple register here, required apparatus (it’s in the Handbook). BA can’t wait for me to finish signing my name on the display and huffs over to the other register to start the next order, clearly annoyed that I haven’t moved on yet.

My friend and I look at each other like “WTF was that about” and search for seating. We had to settle for one of those community style tables (check that off the requirements list, it’s in the Handbook).

I got up to fix my coffee and grab a a few napkins. That’s when I realized that BA was simply towing the corporate line because I saw this above the napkins:

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Aggressively pro-environment and condescending. (Chapter 2 of the Handbook)

I looked around and realized the median age was probably 23 and my friend and I were not the desired demographic. Then I noticed the chalkboard, it took over an entire wall. And then I smiled a little because it wasn’t current. I suspect they ran out of sustainably farmed chalk, that’s the only viable explanation.