It’s Me, Isn’t It?

I recently had cause to question the customer service skills of three separate companies in one week.

I think that’s a new personal best, but I’m not sure since I don’t normally keep track.

Anyway, the first was a pair of earrings I ordered from a site and it was not the only pair of earrings this site offered.  It was, in fact, a pair similar to a couple of others they offered…but waaaaay cuter.

When I received the earrings – clearly not as pictured on the site – my first thought was, “dumbass, you ordered the WRONG thing..again!”  Sigh…it’s not the first time it’s happened to me, and I’m sure it won’t be the last.

I checked my order invoice, and sure enough I’d ordered the RIGHT earrings and they’d sent me the WRONG ones.

So, it wasn’t me? I guess?

I contacted customer service, via e-mail, and got an extremely effusive apology from a very perky (I imagined “Tina” as a 20-something college student about to embark on a personal quest to save all the whales, and unicorns, and garden gnomes in the world) “customer experience specialist” (really?) who promised to ship my correct earrings that day.

Me: Thank you, and please issue a return for these and I’ll send them back.

Tina: Already done, it’s attached in this e-mail.  Just print it out and put it on the envelope you got your earrings in and send them back.  Oh, and have a super day!

Me: Oh..okay, will do

And, I did, sending the wrong earrings back.

The VERY next day I received yet another package with what I assumed was the RIGHT earrings.

They were the same WRONG earrings I’d sent back.  I mean, not THE same earrings I’d sent, but another pair of the wrong thing.

Feck.

Me:  Hey, Tina, yeah I got the WRONG EARRINGS again.  Let me ask you, does your inventory match the SKU numbers on the site?  I mean, this isn’t rocket science.

Is it? Is it me? Do I not understand the intricacies of online retail? I wondered.

My cell phone rang about 3 seconds after I sent the e-mail.

“Hello”

“Hi, this is Tina, from (unnamed_retail_outlet)”…Sweet clothespin jeebus, she sounded exactly like I imagined she would… “and, I am SUPER sorry about the mix-up again!! Hold on a minute while I check something, okay?!”

“Okay”

She came back on the line after a minute or so, breathless, “Okay, I’ve got the RIGHT earrings in my hand now. I’m super-sure of it. I’m sending them out today, and you know what? Just keep those others for all your trouble!!”

“Oh..well…umm…thanks?”

The WRONG earrings are hideous people, like really, really ugly…but, they were free, so yay?

I did, in fact get the RIGHT earrings the next day.

I love them.

In episode 2, a popular online retail site for pet food and products screwed up an order for my cat’s special food.

Yes, I buy my cat stupidly expensive food because he’s diabetic and prone to puking if his system gets out of whack. And, you know what? Turns out I don’t like cleaning up cat puke.

I’ve been buying the same, exact-no-changes, food for three years now.  Every month, they send me the stuff and charge my credit card.

Until last month, and the automatic didn’t happen.  It was me, that time, as I’d forgotten to update my credit card after having to get a new one when someone in New York tried to buy $800 worth of parking on my stolen credit card information (high fives to my bank for catching that so quickly!).

When it came time for Bugsy, the Insane to get his food I got an e-mail telling me that my order wasn’t coming because of the payment issue.

I called immediately, explained the mix-up, and gave them the corrected information.

Fido: “So, we’ll just get that added to your account so it doesn’t happen again!!  And we are super-pleased you chose (unnamed_pet_outlet) for all your fur baby’s needs!!”

Me: “Uh..okay..thanks?”

I’m always confused and startled by the exuberance of most customer service people, and wish they’d all go work at the post office or the DMV…like, right now.

This month, I got an e-mail stating with sad puppy eyes that I wasn’t getting Bugsy’s-now-I-won’t-puke food…because my credit card was denied.

Huh?

I looked at the e-mail, it listed the last 4 digits of the card I’d canceled.

The one I’d replaced last month with Fido, over the phone, and he was super excited about it.

I called again, and explained again, about the credit card.  This time, Fido found the old notes and said he’d “definitely get this corrected right away”, and ship Bugsy’s food.

I got the food, but I have to wonder what next month will bring.

Is it me, or is it too much to ask that I give you information and you retain it somewhere?

It’s me, isn’t it?

And, lastly, my first order from another site (can you tell I shop online a LOT?) had two items in it.

I got one.

So, I sent an e-mail to my “bestfriend” @ (unnamed_vintage_site).com   Is it me, or is that presumptuous?

It’s me, isn’t it? I mean, who couldn’t use a BFF in online retail, right? Hello, discounts!

I digress, anyway I was asking about Thing 2, having received Thing 1 that day.

BFF: Wow, that was super fast!! And, typically our orders don’t come all from the same place so they arrive in different packages.  But, we know you’ll be super happy with it!

Me: Oh, okay. I was in no rush. It’s my first time ordering from you, so I was just wondering. I do love Thing 1, though.

BFF: We’re super happy about that!! Thank you!!

Me: …

I didn’t answer back. I was super tired from reading.

Is it me, or are these exchanges just a tad over-wrought with faked sentiment and the overuse of the word “super”?

It’s me, isn’t it?

Isn’t it? I’d be super happy if you agree!!!

Posted on October 28, 2015, in Awesomesauce and tagged , . Bookmark the permalink. 13 Comments.

  1. I suspect that too many calls to CS involve the CS rep being treated like a misbehaving brat at wallmart, e.g., beaten to an inch of their lives.
    So, any non-beating customer experience is treated like a st Bernard and a bag of dog treats.

  2. Very special water is given to these very special CSRs to make sure everything is just super.

  3. As someone who has to give customer service on a regular basis I do have a “phone” voice and I hate myself a little bit more every time I use it. It starts out as a sort of yoga instructor, but the more difficult the problem or the more obnoxious the person, the higher and more chipper the voice becomes. If the progression of my voice goes from yoga instructor to Marry Poppins to Snow White w/Jazz Hands…run for the hills because as soon as that receiver is put down there will be a reckoning. In real life I have a gruff voice and a serious case of Resting Bitch Face, customer service is exasperatingly soul sucking for me.

    • Oddly enough, I was a customer service director a million years ago. It was for a chain of retail establishments, and I didn’t talk to too many customers. BUT, the ones I did get…holy shit…see I was the LAST stop on the train for people who’d had it up to here with everyone below me. Every last one of those people were joy vampires. And most were batshit crazy.

  4. Yay, now I’m a regular on your site too. Now you’ll be fully privileged to have all of my SUPER comments. 😀

  5. Testing….why won’t this post for me!?!?

  6. I’m just waiting to get my awesomesauciness approval, too. That would be SUPER. 😉

Whaddayouthink?

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: