Post date: Feb 2, 2016 8:24:00 PM
Blog post for the week of Feb. 1
It’s all about customer service!!
Over the past few weeks I have been trying to prepare for an upcoming foot surgery: I wanted to get myself a couple of comfortable dresses or skirts, and ordered several from a popular online catalog company, Woman Within. However, my order got broken up into several shipments and when the first arrived, the items did not fit. So I immediately contacted the company and asked them to resend the items in the next size, and to not send the backordered items in the smaller size, since they would not fit either. I got confirmation that my package was received, told that I was charged for the restocking fee, and after waiting longer, got the rest of the order in the SMALLER size. In other words, for all of the effort to communicate with Woman Within, the person who confirmed my order apparently was not aware of the information sent INSIDE the returned package and then by email. So, I was charged about $15 for the items returned, not leaving enough money for the order to be re-sent in a larger size.
Unfortunately, I had the same problem two years ago with this company: their internal communication does not seem very effective. I won’t give them a third chance. I contacted them several more times regarding the most recent incident, getting increasingly frustrated and they did not seem to understand my problem. They had refunded the money (except for two charges to return merchandise, with one of those packages being their fault for sending the wrong size the second time). So I spent money and time, did not get the product I wanted, and actually LOST money in the transaction. How could I not be frustrated?
I then tried another site, Justmysize, where I have purchased clothing several times before: I quickly located a suitable polo style dress and decided on a color, but then when I went to actually add it to my cart, I got an error message. I tried off and on for another 15 minutes, getting the error message every time. Not only that, I couldn’t even click on the links in the error message to return to the website so I had to use the back arrow key. I contacted the company and got one message but never heard back about what had happened. In the meantime, I saw customers complaining that they had also tried to order this product and been unable to add to their cart. So it wasn’t an isolated incident.
Finally, I decided to go to an actual Bricks and Mortar STORE at the mall (Catharine’s) and soon found a good solution: several t shirt gowns that would be comfy for around the house and a sale dress for doctor appointments or other times I wanted to dress up with my big black boot. As always, I got great service, could try things on to be sure they fit (big and baggy for the t-shirt gowns!), and they were on sale.
I then realized that I really needed to get my husband two new shirts: he had lost weight and had several new neckties but they would look best with a plain white or light blue shirt. Again, I went online and was pleased when the package arrived quickly; however, they didn’t fit. So, I decided to go check out shirts at Younkers at the Crossroads mall, and found an extremely helpful man who assisted me in locating shirts on sale that promised little or no ironing. Sure enough: I just washed them and was thrilled with the results.
As a bonus, however, when the young lady handed me my receipt, I also got a coupon for a "free sample" of makeup from Lancome: normally, I wouldn’t do it, but on impulse, I decided to go for it. The woman who helped me was so kind, and very hands on, gently trying samples from three different bottles on my cheek before she found the one she liked. As she chatted, she put me at ease, and did a little primping to show me how a little color could enhance things. She handed me the little sample with a big smile. (Thank you, Gerry, for your kindness! What great customer service).
As Gerry was getting ready to apply a little swab with the first makeup sample, another Younkers employee walked by, saw me, smiled and said--are you Cherie Post? I had you for a teacher back in the late 1990s. I remembered him, and we chatted briefly about his education and career accomplishments. I walked out of the store feeling pretty and a little nostalgic. One of the most rewarding experiences is talking to former students, and seeing that you made a small difference in their lives.
I had one more stop to make at my favorite Consignment store, Stuff Etc. in Waterloo: several years ago I purchased one of their black bags and used it to help me declutter. I explained to the young lady at the receiving desk that I having surgery this week and wanted to bring in my bag one more time: as we chatted and I filled out the form, she quickly grabbed the bag and sorted it for me on the spot, to save me a return trip. I rewarded her with a big smile and thanked her.
Businesses of all sizes, both bricks and mortar and online, need to understand that you can have great products and low prices, but it is ultimately the customer service skills of their employees that make the difference. I have had many good experiences with web based companies; however, this past week has reminded me of why it is sometimes best to begin with a Bricks and Mortar store, especially one with helpful, friendly people!
Last Updated Feb. 2, 2016