Warning. I am about to rant a little.
Over the last month I have seen two horrible examples of customer service that have just blown me away. It makes me wonder, in this economy where loyal customers should be treated as gold, “Who is running these companies?”
Last month my wife went into BabiesRUs to make an exchange (no interest in getting our money back, just a different item) of an item that we had received off our registry for our then 5-month-old. I know we waited a few months, but for anyone who has had a baby (and you would think especially a company who caters to those who have), time seems to fly those first few months.
We did not have a receipt, but the item was in the box, unopened and for some reason (maybe it was on the outside of a large shipment) even had a barcode thingy on it that had proof that it was from the BabiesRUs in question.
They would not exchange the item. In fact the manager would not even come out of the little secret office in the back to speak to my wife.
So I did what I tend to do in these situations and simply tweeted @babiesRus to see if they could help. I tweeted. Then I tweeted some more, and a little more. I finally received a tweet from an employee from BabiesRUs, explaining that “no one was really manning the @BabiesRus Twitter feed and he would try and help. I DM’d and DM’d and tweeted some more. I never heard from anyone.
So I went old school and called the customer service department of BabiesRUs. They said that their NEW policy was that a reciept was required on all exchanges, even if on the registry. Even though that was NOT the policy when the item was bought, they would have to “honor the policy.”
Then, just this month, I bought an HD Flip from Amazon.com – on July 25th to be exact (note the date–that will be important later). They kindly sent me a promotional email thanking me and offering me $50 towards a Shutterfly order on August 11th. It stated in the email that the offer would expire August 31st. That was cool. I logged in to use said promotional offer and it stated it expired June 30th. 42 days prior to the offer being made. I thought to myself, I will just email them and surely an actual human will fix what is obviously a computer glitch. I thought too soon. After three emails and a customer service phone call I was told. “We are sorry YOU were not able to use our promotional offer before it expired”.
I just don’t get it. Does customer care exist anywhere anymore? I am not writing to get anything back from either of these companies–believe me, they have proven that they don’t care. I am just waiting from someone to care and when they do, they will get my business.