No, I’m not leaving the company. But I am moving my business away from a large store that I have used for years. I worked in customer service for over 10 years. I have seen many things. I have seen people behave wonderfully and horribly. I expect a certain level of customer service when I shop anywhere. I’ve done the job, I know it is not awesome all the time, but I also know that it can be done. Recently we have had nothing but issues from this store. I will call it “Don’t Care Store” for the sake of this blog.
What happened, Mandi? I’m glad you asked!
I used the store for years. I have family who have worked for them, and know others who do or did work there. I had one major issue with their customer service several years ago, but when I came to work for Lee and Sue Ann, I put that aside. Surely they would see how much money this business runs through theirs and straighten up, right? Wrong.
Our company has been owed a refund of right about $1k for a while now. I went there Tuesday to see what it will take to get them to do the refund, since all materials were returned a while ago. Apparently there is one person who works in that department, and she was off work until Thursday. I don’t buy that for a second. I was met with a “We don’t want to mess with it, and we don’t care either” attitude when I came in the door.
On a personal matter, I was trying to order something, and all the lady really got accomplished was telling me how it was 4:45 and she was supposed to get off work at 5, but she was being so good and staying to work on “Your ordering issue.” Spoiler alert! Nothing was accomplished. Nothing got ordered and she even tried to argue with me that it came from them to begin with.
I finally heard her say how good she was being for working late so many times, that I told her how unimpressed I was with her staying late. “Yeah, I’m working right now actually. I started this morning about 7:00. Meeting a contractor at a new house at 7, probably be done at 8, so not getting back to the office until 9…. Yeah, I should be off work tonight about 9:15 – 9:30 if I don’t get anymore phone calls. I never know when I am getting off work any day because I work until the job is done. If that is 3 hours or 16 hours, my job gets done. That’s what you’re doing now. I am not impressed with you telling me what time you get off work. You still have 15 minutes before you’re even supposed to leave and you haven’t done a thing to head in the direction of helping me yet.” Had I thought about I would have told her she should take off and let someone who still had an hour or so take over so she didn’t have to worry about leaving right on time.
That’s okay. I can go local.
With this issue, along with the complete lack of care they seem to have, I am moving my business to the local lumber yard here in Cameron. If I need something that they can’t get, I can use another of Don’t Care Store’s competitors. I don’t like doing this. I feel it will hit people who don’t deserve it, but quite frankly I have spent too much money with them to get treated like an issue they caused is not their problem. Oh, and they can’t be bothered to do a refund for a few months. It would not make good business sense for me not to move to another store.
The local store, Anderle Lumber Company, has done everything in their power to help us get materials, order things, etc. They even still load your vehicle, and they deliver. I have always been told, “Thank you” there.
On Tuesday, I returned something to the Don’t Care Store and the only way I knew my transaction was finished was because the guy then started talking to another employee about a refrigerator, and I asked if that was all he needed from me. He looked at me like I should have known and said, “Yeah, you’re good.” Well I may be, but you are not anymore.
Back to the lesson on treating everyone with kindness!
It shouldn’t matter how much I have spent there; everyone should be getting treated right. I have bad days too. I have personal issues that pop up and follow me to work. I still try my best to treat our tenants, contractors, and other coworkers with respect and not be ugly to them.
I’m not one to make empty threats. When we had issues a few months ago, I told the manager of that store we were moving our business elsewhere. He begged for a chance to make it right. It really seemed like they would for another month. But the last few times I have been in, I haven’t given them my account information for them to look up first. They don’t see it noted where ever that they are on thin ice, so be good. It shouldn’t be that way, and if I am only getting treated right because of a note in their system, I don’t want to be doing that kind of business anyway.
I will say, I believe the issue really is that store in particular and not the entire chain. I can be very confident in giving money to a local business that has really tried to earn it though. I don’t like having to be a “bulldog” with people who work with the general public. That job is hard enough. So, I will just go somewhere else where I don’t have to be that way.