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This Is How You "Customer Service" (1 Viewer)

chet

Footballguy
Email I sent on Sunday in reference to an order I placed.

I am emailing in reference to the order below.
 
My wife signed for the delivery on Thursday and I returned late last night.  There were only two bottles (there were supposed to be three) in the shipment and I was a little surprised by the condition of the labels.  I've included a picture below in an attachment titled altagracia.JPG.  
 
Please advise.
 
Thanks,
I wasn't sure how they'd respond.  I've only purchased from them once before so I don't have a long history.  Anyway, below is their response.  I must say I was pleasantly surprised.  Here's the pic I sent.

[SIZE=11pt]Thank you for your email.[/SIZE]

[SIZE=11pt] [/SIZE]

Please forgive my delay in responding to your email from yesterday.  I had a family medical emergency, and I have been unexpectedly out of the office for the past couple of days.

[SIZE=11pt] [/SIZE]

[SIZE=11pt]Your wine will be replaced with a new 3 pack of 2013 Altagracia.  You may keep the other two bottles as our gift, as we appreciate your understanding and patience.  We will be shipping the new 3 pack on Monday, April 25th to arrive via FedEx on Wednesday, April 27th.[/SIZE]

[SIZE=11pt] [/SIZE]

[SIZE=11pt]Feel free to contact me with any questions or if this shipping date does not work for you.[/SIZE]

[SIZE=11pt] [/SIZE]

[SIZE=11pt]Kindest regards,[/SIZE]


 
if iron sheek has taught us anything it is that you should still find about nine reasons to be mad take that to the bank brohan

 
I bought a piece of jewelry online around Christmas at a high end well known place.  They charged my card then cancelled the order by email saying the charge failed.  So I called customer service the next day and she ran it again. It showed up almost immediately on my online banking but she said it didn't go through. Repeated this 3 more times until I had 3,000$ in charges and no acknowledgement from customer service. So we conferences in my bank that confirmed the charges and finally customer service person pushed it through. "Thank you for your patience" and the call ended. 

Only she she didn't hang up the phone correct so I sat and listened while she told her coworkers about the ####### who had wasted half an hour of her time on a $700 order. 

#### you Hermes. 

 
I bought a piece of jewelry online around Christmas at a high end well known place.  They charged my card then cancelled the order by email saying the charge failed.  So I called customer service the next day and she ran it again. It showed up almost immediately on my online banking but she said it didn't go through. Repeated this 3 more times until I had 3,000$ in charges and no acknowledgement from customer service. So we conferences in my bank that confirmed the charges and finally customer service person pushed it through. "Thank you for your patience" and the call ended. 

Only she she didn't hang up the phone correct so I sat and listened while she told her coworkers about the ####### who had wasted half an hour of her time on a $700 order. 

#### you Hermes. 
That's how you don't "Customer Service".  I really hope you recorded that call (very unlikely) or at least talked to her boss.

 
Last edited by a moderator:
I bought a piece of jewelry online around Christmas at a high end well known place.  They charged my card then cancelled the order by email saying the charge failed.  So I called customer service the next day and she ran it again. It showed up almost immediately on my online banking but she said it didn't go through. Repeated this 3 more times until I had 3,000$ in charges and no acknowledgement from customer service. So we conferences in my bank that confirmed the charges and finally customer service person pushed it through. "Thank you for your patience" and the call ended. 

Only she she didn't hang up the phone correct so I sat and listened while she told her coworkers about the ####### who had wasted half an hour of her time on a $700 order. 

#### you Hermes. 




 
Call to her boss'es boss would have been appropriate.  

 

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