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cookingabcs
I have a really upset host on my hands right now and I'm not really sure how to deal with it.
She had a friend place an online order towards her show (a $120 order mind you), at least she thought it was towards her show. I don't know exactly what she did or didn't do but ti got sent as a standard individual order and didn't get credited to the show. I call home office when I got the email about the order and wanted to find out if we could get it switched over to credit the show. The CSR that I talked to told me that all we could do is cancel the order, get the credit card info again and resubmit it order with the rest of the show, but to call back tomorrow because they don't download the online orders til midnight and they couldn't do anything about it yet. I took that as alright and called the next morning. So I sent the customer an email (didn't have a phone number) explaining the situation and asking for the credit information so that when I called in the morning we could fix the problem.
Well, when I called yesterday morning, the order had already been processed and was beign picked for shipment and they told me there wasn't anything they could do When I told the lady that the CSR I talked to Wed night said that we could do this and this she says "It's already in the picking process. The only thing we can do to have the show redited is that once UPS delivers the products, put a cancellation on the products and have UPS go back and pick them up as a return, then place a new order actually on the show." I said "Excuse me? You want to give a kid a chocolate chip cookie then snack it straight from him before he puts it in his mouth? You've got to be kidding me. There isn't something you can do in the computer system, just attach the kitchen show numbe to the order or anything?" I was fumming!!! My co-worker was listening to be grouch out this poor CSR rep. She said "I don't know who told you that we could fix it but they should have put a hold on any order that came in with your consultant number, that would have held it before it went to picking but there is a very small space of time for us to correct this type of issue. I'm sorry, there is nothing we can do to credit the show. You can email fieldservices with your complaint if you like" and she gave me a general email to send a written complaint too.
So I emailed the customer and told her to disreguard the email about credit information and told the host that she didn't get credit for it. I told her that I would give her an extra $10 in free products, which isn't the $30 that she would have gotten and this is the response I got from the host:
You don't have to give me the credit, Alison. The point for me isn't so much that I'm not credited for it but that the company is unwilling to fix it. It's more about the principle of customer service than it is about the actual money. I'm upset about the fact that they are unwilling to work with their customers when basic human error occurs (based on the message she left, Janette (the customer) THOUGHT she did it right so that I would get the credit). That part offends me much more than the credit. And it is unique to them because I've had issues with other companies, including mail order places like Amazon.com and even Crate and Barrell online and the issues are swiftly and satisfactorily resolved by the company--even when I made a mistake in the ordering, which I actually do fairly frequently because I am not a detail-oriented person and I will happily click away without checking myself. While I would certainly prefer having the extra credit to get more products, I can easily par down my wishlist and how much I actually "get" from hosting the show. The credit is not the point with me. I realize it is not your fault, and I'm not asking you to personally give me something to correct an error that is not yours, but it does taint my view of the company as a whole. And the effect is probably worse because I have had so many experiences where I've made an error and other companies have fixed things to undo my mistakes. Because of all those experiences, this one stands out even more in my mind as a negative reflection of customer service on the part of the company. Your customer service is good, you've gone above and beyond and to try to fix things, but the customer service of the larger entity is lacking and that is where my anger lies.
I'm definitely emailing fields services with my complaint but I'm turning to you all for suggestions as to how to deal with this host. She's one of my best friends too, which really stinks.
Thanks for letting me vent. I do feel a little better but PC has really upset me right now.
Any suggestions would be great.
God bless,
Alison
She had a friend place an online order towards her show (a $120 order mind you), at least she thought it was towards her show. I don't know exactly what she did or didn't do but ti got sent as a standard individual order and didn't get credited to the show. I call home office when I got the email about the order and wanted to find out if we could get it switched over to credit the show. The CSR that I talked to told me that all we could do is cancel the order, get the credit card info again and resubmit it order with the rest of the show, but to call back tomorrow because they don't download the online orders til midnight and they couldn't do anything about it yet. I took that as alright and called the next morning. So I sent the customer an email (didn't have a phone number) explaining the situation and asking for the credit information so that when I called in the morning we could fix the problem.
Well, when I called yesterday morning, the order had already been processed and was beign picked for shipment and they told me there wasn't anything they could do When I told the lady that the CSR I talked to Wed night said that we could do this and this she says "It's already in the picking process. The only thing we can do to have the show redited is that once UPS delivers the products, put a cancellation on the products and have UPS go back and pick them up as a return, then place a new order actually on the show." I said "Excuse me? You want to give a kid a chocolate chip cookie then snack it straight from him before he puts it in his mouth? You've got to be kidding me. There isn't something you can do in the computer system, just attach the kitchen show numbe to the order or anything?" I was fumming!!! My co-worker was listening to be grouch out this poor CSR rep. She said "I don't know who told you that we could fix it but they should have put a hold on any order that came in with your consultant number, that would have held it before it went to picking but there is a very small space of time for us to correct this type of issue. I'm sorry, there is nothing we can do to credit the show. You can email fieldservices with your complaint if you like" and she gave me a general email to send a written complaint too.
So I emailed the customer and told her to disreguard the email about credit information and told the host that she didn't get credit for it. I told her that I would give her an extra $10 in free products, which isn't the $30 that she would have gotten and this is the response I got from the host:
You don't have to give me the credit, Alison. The point for me isn't so much that I'm not credited for it but that the company is unwilling to fix it. It's more about the principle of customer service than it is about the actual money. I'm upset about the fact that they are unwilling to work with their customers when basic human error occurs (based on the message she left, Janette (the customer) THOUGHT she did it right so that I would get the credit). That part offends me much more than the credit. And it is unique to them because I've had issues with other companies, including mail order places like Amazon.com and even Crate and Barrell online and the issues are swiftly and satisfactorily resolved by the company--even when I made a mistake in the ordering, which I actually do fairly frequently because I am not a detail-oriented person and I will happily click away without checking myself. While I would certainly prefer having the extra credit to get more products, I can easily par down my wishlist and how much I actually "get" from hosting the show. The credit is not the point with me. I realize it is not your fault, and I'm not asking you to personally give me something to correct an error that is not yours, but it does taint my view of the company as a whole. And the effect is probably worse because I have had so many experiences where I've made an error and other companies have fixed things to undo my mistakes. Because of all those experiences, this one stands out even more in my mind as a negative reflection of customer service on the part of the company. Your customer service is good, you've gone above and beyond and to try to fix things, but the customer service of the larger entity is lacking and that is where my anger lies.
I'm definitely emailing fields services with my complaint but I'm turning to you all for suggestions as to how to deal with this host. She's one of my best friends too, which really stinks.
Thanks for letting me vent. I do feel a little better but PC has really upset me right now.
Any suggestions would be great.
God bless,
Alison