The emails speak for themselves. I could not believe the exchange I had with the customer service rep at this company. I am still a bit shocked over it. I work in customer service, and I would have never spoken to a client this way. Regardless of how I percieved her tone to be via the email. I'm also baffled as to why she offered a solution after I appeared to be "so arrogant", but never offered any solution in the prior email. I just needed to vent to my cake friends...Start from the bottom...the most recent is the at the top of the list:
On Mon, Mar 16, 2009 at 12:52 PM, Toni wrote:
Thank you for deactivating my account . It is terribly unfortunate that we could not agree on the terms of appropriate customer service. I wish you all the luck in your business.
Subject: RE: PLEASE READ ASAP! Order number 0706-81202
Where you shop is your business. Just a little more info. We don't keep credit card information and don't calculate s & h manually so there would have been no way to upgrade the shipping unless the order was replaced. Something else you would have been aware of had your made yourself more familiar with our services.
Also, had you not been so arrogant in the email below, we could have changed the order to Saved so you could have gone through checkout and selected the appropriate s & h and resubmitted payment
However, with the tone of your email it is probably a good thing we won't see your business in the future. I don't think you would have made a good ------ -- ------ customer.
Courtesy is returned when given.Your account has been inactivated. No further emails from you will receive a response.
Thank you for considering ------ ------ .
M - F 9 - 6 pm CST
Sat 9 - 4pm CST
Sent: Monday, March 16, 2009 9:28 AM
Subject: RE: PLEASE READ ASAP! Order number 0706-81202
I guess I did miss that... You are absolutely right. In my haste, I probably overlooked it in the confirmation email I recieved AFTER placing order. It may even be printed on your website. At this point I am unsure.
What you seemed to overlook, again, was the point where I asked that someone contact me to explain this fact (even if its simply as a courtesy) before resorting to cancelling my order. How does your company know that I would not have upgraded my shipping option to make it happen?
Rest assured I will not be visiting your site again.
Sent: Mon 3/16/2009 10:07 AM
Subject: RE: PLEASE READ ASAP! Order number 0706-81202
You are correct that the order, once shipped, would be a 3 business day delivery via UPS.
However, what you seemed to have missed in your readings is that orders do not ship the same day as they are recognized unless the shipping method is via UPS Next Day, 2 nd Day or 3 Day Select. You also did not read in the emails you received that order ship in 1 - 2 business days.
Your order would not have shipped today as was made evident in the emails you received and also by the information on our website.
Thank you for shopping ------- -------.
M - F 9 - 6 pm CST
Sat 9 - 4pm CST
Sent: Monday, March 16, 2009 8:43 AM
Subject: PLEASE READ ASAP! Order number 0706-81202
This email is the follow-up to a voicemail left at approximately 9:30am, 3/16/09.
I placed an order with your company this morning and was disappointed to recieve an email stating that the order was cancelled because I "did not select a shipping method that would result in the time frame required." In the comments section of the order form I stated: "I must recieve product by Thursday... if this is not feasible, please contact me before processing this order . I will not need the product after Thursday! Thank you!" My intention was not for you to cancel the order, but to contact me to discuss it.
Additionally, I requested UPS Ground, which your website states is 3-days transit time. I selected items that your website stated as "in stock" I am confused as to why an order placed on Monday could not be recieved by Thursday.
I placed the order with your company because the process appeared simplified. I appreciated being told what was in stock and given appropriate shipping option. It was extremely disappointing to get this email.
Please contact me today. I really do need this mold for a client ASAP. If there is any other item on the order form that would be holding it up, I can probably simply remove it to proceed.
Yes, it is very puzzling why a company, especially in this depressed economy, would treat their customers like that! Many businesses are already on shaky ground trying to stay open, they are very stupid to have attitudes like that and expect to keep loyal customers. Hope they improve their Customer Relations Department before it's too late.
I know you aren't going to tell who the company way but I WOULD LOVE to know. If for not other reason to make sure NOT to deal with them. I have another company (not cake items) that did the exact thing to me. I ordered some shoes for a customer and stated that if they could not be here by a certain date to contact me (I would have upgraded my shipping) but instead they cancelled the order and left me hanging.
Wow! I would have been a little miffed by the time that was over and probably would have been dialing customer service phone numbers! You handled it classy and lady like - good job!
I too am in customer service (aren't we all, in any sort of profession?) and actually used to do customer service for The Telephone Company (as I saw it in a thread the other day ).
The basics of customer service I've always been taught:
1. Apologize, apologize, apologize. Even if the company did nothing wrong, apologize!
2. Bend over backwards to fix the issue...even if the company did nothing wrong.
3. Don't let the customer go without them agreeing that you have 'resolved' the issue.
I wonder if the company itself knows that one of their personnel is representing their company in such a poor way, and making such harsh decisions as deactivating your account. I would find a way to complain that wouldn't end up straight in Mr./Mrs. Nasty McJerkypants inbox.
And wow, if that's all it took to get you deactivated, what do they do to clients that have serious issues and use some serious language? (not by any means implying that your issue isn't serious).
WOW!!! I am totally sitting here in SHOCK! I think I would be less shocked if she had just come out and said "f off!" - holy cow!
Ok - now I really want to know where you ordered from so that I don't order there!
What are you going to do to get the mold in time??
WOW. I'm astounded any company would tell a customer they were being arrogant, even if that were the case (and it was not the case). I thought your e-mail was entirely appropriate.
It's nice some companies are doing so well in this economy that they can afford to turn away customers. Sheesh.
Souds like the same company that other people on CC have had "issues" with. Sounds like the same ol' hag anyway.
Yeah, yeah, I definitely agree you should (at your leisure, once you've finished figuring out what you're going to do about your mold) contact someone higher up on the ladder and show them what your rep e-mailed you. Stinkin' people! I'm all mad and offended for you ... bad bad bad.
Betcha I know what company this was!!! Had an exchange very similar one time!
Thanks for understanding. I knew you would. I tried to take the high road 'cause this person was plain ignorant and wanted to fight. I resisited the urge to type what I wanted to type...and decided to let him/her "win". It's funny...the organization that I work for has such high standards for guest service that it's really been eye opening for me. I am much more critical now of how a company treats me. My manager stresses all the time that he will always expect us to go the extra mile because people's dollars are the same as they were a few years back...we must feel honored that they are will to spend it with us and we will do everything we can to bring them back! Well, there is a recession going on in my little world, too, and just as I work for my guests to come back, I've started expecting the same. I will not reward people's ignorance with my money. Period. So, she's right: I would not make a good customer for their company.
Patticakesnc: email me
Tonyablakes: Trust me, it was extremely difficult.
Bizatchgirl:Thought about...but what if that is the owner?
janelwaters: I'm breaking out the modeling chocolate and moving on the plan b.
jamhays: If you are referiing to crafty makers of sugar....No. I've actually never had a problem with them...but I wasn't wowed either.
...and it definitely wasn't Global Sugar Art. I have had such great experiences with them. I ordered fondant last week for last weekends cake. Decided at the last minute to order it and needed by Thursday (I ordered it on Tuesday). I'd paid teh $50+ dollars for two day shipping. I recieved two calls to tell me that it wasn't necessary to pay the much as I was automatically only two days from them, that they were going to get the product right out for me and credit back the difference in freight costs. On another occasion, I had questions about the support system for a cake I was working on and wanted to make sure I was ordering the right thing. I thought it was wonderful that Alan took 10 minutes out of his day to explain what he thought I needed and why. I have no problems giving this organization my money.
I have emails that two PM's came through while I was sleeping...but, my box shows no new messages, can you email me directly?
Janel: did my email come thru?
It did - and I am very glad to say that it is not a company that I have ever dealth with! Thank goodness - and thanks to you - I certainly NEVER will!
Apparently her managers never told her the old saying about a happy customer will bring in 2 more customers but an angry customer will drive away 15!
I completely agree! Oh well... Thanks for letting me vent.
I had a similar experience a little while back and I can bet you that it is the same company because I talked to the owners daughter and she treated me just like that. I was mortified that someone would treat their customers like that and I couldn't even take the issue any higher. So inappropriate. Her mother is just like her too so it must be something in the family.
I say every company has an owner. I would write the owner. See what happens. Sometimes owners do not know how there employee are representing them.
You are right, lifonahil. May I will.
I had a really bad experience with a company and it wasn't even my fault. they shipped me a wrong item and said if I would send it back they would re-imburse me for the shipment and ship me the correct item. Well, I did get the correct item but they refused to credit my shipment of $8.50 that it cost me to return the incorrect item. And guess what, they inactivated my account because I let them know I did not appreciate this. Must have been the same company. Anyone want to know who the company was email me and I will let you know. So, I just buy my items from Global Sugar Art from now on. They have always been so helpful!
Trust me if she did that you she has done the same to others. It is no excuse for that behavior.
Customer service certainly isn't what it used to be.
I need to add my two cents worth.....
If I were you I would make copies of the emails, find out the name of the president/owner/CEO/whatever and send him/her a personal letter with copies attached of the email stream to enlighten them about their rude customer service representative.
I would bet that upper management doesn't have a clue and if they don't respond to you with an apology letter then they deserve to lose as much business as possible. Wish you would let us know the name of the company.
I work for an Exec Sr VP in and "sh....it does run up hill". Let me tell you it doesn't take long for an unhappy customer to contact the CEO or COO or my boss if they are not treated with the utmost courtesy by someone in our company.
It is totally unbelievable that you were treated in such a manner. I saw nothing wrong with what you emailed them to start with.
Wow, the thing I am most shocked about is that it was NOT the crafty sugar company - unless, you don't think she opened a new business do you? I seriously thought they were the only company capable of such hostility towards their clientele.
And I'm with you on your reluctance to "report this to the owner." I honestly doubt a customer service rep would dare to say that to you. That is probably an owner-operated business who, like SC, could give a hoot about customers just as long as he/she does not have to engage in any sort of polite behavior. How sad!
Nice word play ceshell....LOL....those of us that have been around a while on the CC know all too well the unethical business practices of that particular company.........it's a wonder they are still in business.
There are plenty of other companies that are more than happy to do business and be helpful and pleasant all the while.......go look for them.
Businesses that have poor customer service don't deserve customers. Simple as that.
Nice word play ceshell
Thanks! But I can't take credit for that, I was just echoing what Tomoore wrote in a PP
Oh my goodness! I'm shocked that the person read your email as anything but professional. I am also incredibly surprised at the way in which they expect you to be totally familiar with their procedures. I suspect that this won't be a business that weathers the financial storm with an attitude like that. You probably dodged a bullet by not dealing with them any further - can you imagine trying to get money back from them if they overcharged you or a replacement for a faulty or incorrect product?
that is such a shame, there really is no need for it! to say you were arrogant is out of order, i certainly didnt feel any arrogance coming across, perhaps the lady in question is suffering a bad long term case of pmt? lol.
Anywho, i do think you should take it higher, i worked front of office in a small company for two year, and it was MY behaviour, that brought the clients back. it wasnt much, but a smile, getting a chair, dishing out cups of teas and coffees and even going to the shop for lunch when a meeting was in place that made people feel apreciaited, i always got such good feedback from my boss. The people never told ME thankyou, but they always told my boss!!!!
She was probably already having a bad day and wanted to be a witch to everyone. Even then she shouldn't have been like that. I would definatly take it to a higher level just becase as wrong as she was with you, imagine how many other people she's doing the same thing to. I would NOT want someone like that working for me.
I'm new to CC but I have over 10 years of customer service behind me. I would deffinately go back to the website and find a customer service number then ask to speak to a supervisor. And then I would proceed to let my friends know what a horrible experience I had with "That company"....word of mouth is an awesome thing....let me add, if I have an exceptional experience, I would do the same.
Hopefully you were able to find the item you needed elsewhere.
How awful. I can't believe they treated you like that. Hopefully you can find another company that doesn't treat their clients like crap.
Sorry you had to go through this. They don't deserve to be in business. I too would like to know the company so I don't order from such beligerant twits.
Hope your day goes much better than this transaction did.