When we had a leaky diaper a few weeks ago, (well, not we, but Kaelin) I shared the positive customer service experience I had with Pampers.
Adrian and I bought Kaelin a wagon last Saturday from Toys R Us. We ended up having to make 3 trips back to the store because 2 of the boxes that we bought were missing parts. What a pain! When we went back, I asked to speak to the manager because I wanted to tell him what we'd had to do to get our wagon. Plus, no one had offered to go get them in the back of the store for us, no one even apologized. When I started to talk to the manager and I asked him if there was any way he could give us a discount (you know they run those coupons ALL the time!), he cut me off and said he couldn't do anything like that because he had "returns everyday." Well maybe you wouldn't have returns everyday if you had better service and products that were not broken in to and raided for parts!
When I worked in a service position, I was taught to ALWAYS apologize to try to get the customer calmer and to always at least LISTEN to what a customer had to say. People just want to be listened to.
I wasn't happy with the managers response, so I went onto the Toys R Us Inc website and wrote a letter. This is the letter I got back:
Ms. Stevens, I do apologize that you had two negative experiences in one of our
stores. I do understand the frustration of getting two incomplete boxes. I am sorry
that the store manager was rude and unprofessional.
I am sorry that I cannot give you a discount. I apologize for the inconvenience this
If you have other questions Ms. Stevens, please call 1-800-869-7787.
Toys "R" Us Guest Relations Team
Couldn't even give me a NAME?? Just "Guest Relations Team"? Alright, I'm done with my vent.
At least Kaelin loves the wagon!