What's The Diff?

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Is Doing It Right Really So Difficult?

When my husband, Don and I were engaged, we decided to go to a major well-known department store to create our wedding registry—a store that for many years past had made us both extremely happy. Little did we know it would be a long and huge disaster!

When we got to the counter to pick up a scanner, a friendly gentleman informs us they were out of scanners, so we’d have to manually write down the SKU numbers, but he’d come and find us when a scanner became available. Ok, a little inconvenient, but not a big deal. We begin writing down sku numbers when about 20 minutes later, someone finally hands us a scanner. Great!

We spent a good couple of hours picking out china patterns, flatware, bed sheets, and all that good stuff. We return to the counter to turn in our scanner so they can download the information into our registry. We were greeted by a woman who took our scanner and attempted to enter the data into her computer. I could immediately tell that this woman was extremely inexperienced at using the system—I watched her try to enter one item SEVERAL times over.

The line behind us kept growing and about 40 minutes passed before she made even a half-assed attempt to apologize to everyone waiting. She began to say, “It’ll be just a few minutes more, folks. I’m sorry for making you wait.” But as she said the word “sorry,” her voice trailed into nothingness! Apparently, she WASN’T sorry. She finally told us that she’d set it aside for later and would call us the next day to let us know it was done. At this point, I was more fed up with waiting for her and was anxious to get back home.

Several days went by and we never heard from her. So Don calls them, making sure to complain about the store rep, but his complaint fell on deaf ears. When we checked our registry online, we found items were missing and several items had been duplicated. We were so angry with their horribly poor service that we went to see the regional manager in person. He took the time to listen to our complaint, but when we were finished, he offered us—you’re not going to believe this—a $5 coupon for an ice cream cone at the store’s café! I mean, come ON! The last time an ice cream cone made everything all better was when I was FIVE YEARS OLD!

We also found out later that they were supposed to give us a $50 gift certificate for registering for so much stuff, but they “forgot” about it until we complained yet AGAIN! To top it off, they never notified us that the set of cookware we wanted had been discontinued and we didn’t find out until weeks later. Their solution? Make us sign up for a store credit card to get 10 percent off another set. Why in the world would I want to use their credit card after all the crap they put us through???

All they needed to do was to properly train their employee to use their computer system and to remember to do the things they were supposed to do (like notify us of items being discontinued). This store used to be so great, but then it changed ownership and everything went downhill from there. In my experience, whenever that happens to a great brand or store, it usually means trouble. Needless to say, I’m vehemently boycotting that store.

When I worked in retail, my entire mission was to make customers happy. One of my customers was so impressed with my service and the attention I gave her and her son, she actually wrote me an extremely kind letter which I proudly posted on the store bulletin board.

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Comments

  1. Hmm…Fine china and ice cream cones. Let me guess, they had green bags with clocks on them, too.
    This place has become even worse since Mr. M took over the helm. Holiday shopping last year went relatively smoothly with moderately polite store associates donned with santa hats.
    This year: A new red star (we all know what that stands for), associates in suits with head sets like they are the CIA, rude and belittling demeanor towards the customers and 30 minute waits to check out. Of course this is the place that accused Kris Kringle of being a psychopathic phoney in 1947–Screw you and your lawyers, Mr. M.

    Posted by: Rock Seisenbacher | December 7, 2006
  2. Unfortunately it’s a culture that is created by not empowering employees to do what’s right.

    Posted by: David Binkowski | December 10, 2006

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Today's Date:
Monday, August 21, 2017