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Home > WORST customer service EVER! (rant)

WORST customer service EVER! (rant)

June 5th, 2007 at 10:39 pm

I went to a home improvement store on Saturday to buy a hot water heater & set up an installation date. I had shopped around and planned on using a $100.00 gift card that I had gotten from work, plus sign up for the store card to get 10% off the water heater. Before anyone worries, I have the cash to pay this off, I'm using the card for the discount & I'll pay it off when the statement comes.

While I was there, I encountered a salesman who got angry about having problems with the store's computer system and at having to fill out the installation paperwork by hand. He began cursing while helping me set up the order & installation. I mean a SERIOUS use of profanity, repeated over a 20 minute time span. It was REALLY inappropriate. I am really not exaggerating.

Then, when I went to customer service to be rung up. The assistant manager that helped me, filled out the credit card paperwork didn't process the 10% discount. When I asked her about it, she starting making excuses:

1. I, the customer, should have told her, the MANAGER, what the store's promotion was.
2. I, the customer, should have told the sales guy that I wanted the discount (which I did). And he should have noted the discount.
3. If she cancelled the transaction & restarted it, then I would lose my $100 gift card because she can't refund gift cards.
4. If she cancelled the transaction, I would have to start COMPLETELY over by going back to the salesman.

At this point, I told her there was no way that I was going back to the sales guy becuase he had flipped out. She finally punched a few buttons on the cash register & handed me cash for the 10% discount.

So basically, she was trying to bully me into giving up on getting the promotion. She lied about having to delete the whole transaction and order. AND she lied about my having to lose the gift card.

I have already written a letter to the CEO of the company, which I will be sending return receipt requested.

I've been in customer service for 14 years and I've never seen anyone behave that way before!

5 Responses to “WORST customer service EVER! (rant)”

  1. LuckyRobin Says:
    1181080270

    You probably got a floor manager and not a store manager so I would recommend sending a copy to the store manager as well. I hope you got names from their name tags.

    And stores can always issue new gift cards if they can't refund an improperly entered one.

  2. JanH Says:
    1181081775

    Wow, that was an awful experience! Glad you stuck with it and got them to do what they were supposed to do for you. And I'm glad you are letting the company know about it.

  3. daybyday Says:
    1181083268

    Wow. I'm glad it worked out in the end, but what a rotten experience.

  4. mbkonef Says:
    1181085851

    Good for you for sticking to what you knew was right and not letting them bully you. They probably just didn't want to have to do any extra work or thinking. Sorry to say that but it seems all to common these days that customer service is really customer dis-service.

  5. contrary1 Says:
    1181112474

    Give me my small town hardware store over the home improvement stores any day.......even if I have to pay more.

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