Customer Service Gripe

[Deleted]

Call them back. Say, "Hey look I bought 1k worth of stuff and spent 3k in the past. There's obviously a screw up somewhere in the lineup and we know this because it didn't read right in the system in the first place. I'd like to still have this system with the least stress and hassle possible. What can you do for me?"

If you don't get the answer you want...ask for management.

[redheadk]

Since you paid for delivery, I don't think you're out of line at all. They need to deliver the correct shelves and can take the incorrect shelves away when they do so.

[mrs.jacinthe]

I think they should order you the right thing, then cover delivery with the exchange happening via the delivery truck.

Call the store back and ask to talk to the manager. Tell them what happened, tell them the options offered are not going to work for you, and then tell them exactly what you want them to do. "Hi, this is spitfire, calling about the mistake employee xx made when ordering our elfa closets. I've considered the options you gave me and neither is going to work, for a variety of reasons. Since we paid to have the order delivered, what I'd like is for you to order or pull the correct items, put them on the truck, and have them delivered with no charge to me. I will give the mistake pieces back to the delivery driver for return to the store at that time." Don't give them an opportunity to offer further things that aren't going to work. Just keep going back to what you want. As my college comm teacher used to say "stay on message."

[hbomdiggity]

Don't even get me started on west elms customer service.

[emjacobs]

I would ask to speak to a manager and calmly go over your situation with them. Explain that public transportation FROM A DIFFERENT STORE is not an option, and is an absurd recommendation from a cs rep. I would mention that when you spoke with *CS rep* they mentioned that there was an error message that the shelves wouldn't fit in the space, so you were sold the incorrect items even with the system warning against it.

Ask to have the correct items delivered to you and the incorrect items picked up when the delivery is made. They can (or at least should be able to) do any price difference over the phone. If there is a price difference, I would probably ask if there was any discount available considering the inconvenience (but I always try for a discount.

I don't think there is any reason that they shouldn't pick up the incorrect product and re-deliver.

[emoflamingo]

Holla! Great job being assertive.

[vic1011]

Jun 10, 2013 16:25:28 GMT -5 @justdairy said:

Call them back. Say, "Hey look I bought 1k worth of stuff and spent 3k in the past. There's obviously a screw up somewhere in the lineup and we know this because it didn't read right in the system in the first place. I'd like to still have this system with the least stress and hassle possible. What can you do for me?"

If you don't get the answer you want...ask for management.

This is exactly what I was going to say.

[emjacobs]

Jun 10, 2013 16:54:21 GMT -5 littlespitfire said:

Woohoo! they are going to deliver them tomorrow. Thanks for pushing me to be an adult instead of just complaining

Good Job! So many people are afraid that they are going to get someone in trouble or make someone mad about complaining. I work in a small company and customer service is a big thing to us. We certainly won't be mad that you called to get things fixed or explained and it will help us improve our process to keep it from ever happening again. People make mistakes, things happen, but things don't get fixed if no one says anything. 

[emjacobs]

Jun 11, 2013 10:26:49 GMT -5 littlespitfire said:

emjacobs, I felt bad about even saying anything because the designer was so nice and it was his mistake, but you're right, it's better to give them the chance to make it right.

I'm sure he got a little bit of a talking to but they really aren't out much other than a second delivery and any discount they gave you. This gave them the opportunity to see holes in their training and change the process.