One of the things I love the most about the internet is that large companies can not treat people badly and keep it a secert.
I would love to share my experience with not only bad service but also a refusal to return my money.
Today I arrived at Staples on Upper Wentworth Street in Hamilton Ontario to pick up some ink we had ordered.
When I arrived there was only two other cars. I followed the directions posted on the email and the posted sign and tried calling them. The phone rang, when it answered it request you to push number six for cur-side pick-up. I did this. Then it went into the phone directory and it asked for the same thing again. I pushed six again. After about three tries of repeating the same pattern, the phone hangs up. I redial and this continues now for thirty minutes. Now the curb-side parking spots are getting full and I am watching others do the same thing. I get out of my car and approached other drives and asked, are you having trouble getting through. They confirmed they were having the same problem.
I volunteer to go to the door and ask if they are having problems with their phone. As I approach the door a man comes out who is employed there as I suspected as he was wearing the company logo. I said “Excuse me. Can I ask if you are having problems with your phone”. Before I got a chance to explain to him the reason for the question he snaps at me and tells me “to have some patience and get back in your car and wait.”
At first, I am stunned and shocked, which quickly became offended that this man was so rude.
At this point, I have no intention of dealing with him and I get in my car and leave.
I go home and call the store to speak the manger, where I was then left on hold for forty-seven minute for a store that has six cars in the parking lot and is closed, with the exception of curb side pick-up.
When the manger finally comes to the phone forty-seven minute later, yes, he is the same man. I am not having another conversation with this man.
I hang up and now call the head office in Toronto Ontario, where I am again put on hold. When I finally reach someone, I get told I can fill out a form over the phone and then they can send me an email to inquire about what the concern is.
I say no thank you. It is quiet obvious by the level of care and lack of concern, that they have no intention of doing anything or correcting the problem. Instead, I would like to cancel my order and have the money refunded to my credit card when I am told…
“They can not do that. But, I can wait five days and if I don’t pick up the order then my money will be refunded for failure to pick up.”
She has to be kidding me right? Failure to pick up… isn’t this what all this is about, me tryin to pick up my order.
At this point I asked to speak to her manger and was told “it could take up to thirty minutes to an hour on hold for a manger. And again she wanted to send me an email instead of my refund.”
I said “I have a better idea. Why don’t I just leave it there and go write a blog and share my great customer service experience I had with your company with the world on the internet.”
It was now three hours of my time. I still did not have my ink. I could not get a refund. And the beauty of it all… No one would ever even bother to ask for my number to contact me.
Amazon will be delivering my ink tomorrow. If/when I get a refund it will be at Staples Canadas discretions. But as I promised the head office and I always keep my word. I am sharing the great customer service I had at their Hamilton Ontario Store and the head office in Toronto Ontario.
I guess if they read this they’ll have the information to fill out their own form. But I do have a feeling they will be reading this as I am sending them my email address, attached with this blog posting of course, as I do keep my word and provide good customer service.
Business are wondering why we are all ordering from Amazon. The answer is simple. Curb-side is terrible service on it’s best days leaving people waiting for long periods of time. And, there is another side effect of curb-side, there is no one to witness how customers are being treated by unsupervised employees.
Shame on Staples Canada. Their poor services starts at head office. How can one expected excellent service when it doesn’t start at the top? The answer, they can’t.
But thankfully there is Amazon and people don’t need to deal with poor service and disrespect. There are always other options.