If you’ve partaken in any experience involving the service industry with me, it has probably come up how much I hate poor customer service.
To me, there are few things less excusable than a CS rep telling me there is “nothing they can do,” especially because I don’t really consider myself all that difficult to please. Did I come into your eating establishment looking to exchange funds for food and services? Ok, then let’s do that. Did you lose my luggage on an international flight? Ok, then I’ll wait here while you find and return my bag. Have a purchased a plane ticket through your airline? Then I look forward to you getting me where I want to go on the agreed upon date. Did we have an online agreement that you were going to accept my PayPal transaction in exchange for a new skirt? Fantastic, see you in 5-8 business days.
You see? Not asking for the sun and stars. In fact, it has been quite a while since I had to tangle with a corporate office via angry email.
The system breaks down, though, when other parties don’t hold up their end of the service industry deal. For example, that not-so-hypothetical skirt I mentioned.
On June 4th, I placed an order for a skirt and a top. The order was shipped within 12 hours. On Jun 6th, I tracked the package and saw that there was a “Delivery Exception” alert, and the FedEx trail went cold in Groverton, OH. Immediately, I went to ASOS.com to find a way to contact customer service to find out what happened.
What I was met with was a Machiavellian version of an FAQ page where I had to confine my concerns to about five different options in order to proceed to actually submitting a question. Since “My package is stuck in Groverton, OH” was not one of the pre-written problems, I could not do this and therefore could never get to a point where I would submit my issue. (I’m being snarky, but truth be told, NONE of the options were even close to my issue. The only potential problems related to shipping I could find were “how do I track my package.”)
My last resort, it seemed, was contacting the company via their Twitter customer service account, @ASOS_HeretoHelp. I tweeted my issue (briefly, obviously) and received a quick reply to send them a direct message with my email address and order number. I immediately complied. A full day went by. No response. So I tweeted again and got the following response:
As you can see, a day after that they replied to tell me. Here’s the issue: They had not replied to my DM.
If I hate bad customer service, then I despise being lied to. Now we officially had issues.
Still trying to be reasonable, I gave it 24 more hours. Then this:
Ok. They’re busy. I can understand that. (Lying I can NEVER understand.) This wasn’t a life or death thing, so I was still trying to be reasonable.
On June 16th (FIVE DAYS LATER), I start to lose my cool.
I have issues with this. First, this is not the first time we had discussed me DM-ing them, but it IS the first time they’re making an excuse why they couldn’t answer me. Why wouldn’t they ask me to follow them from the start so they could reply? Why would that have ALREADY TOLD ME THAT THEY REPLIED if they never really did? Why are we having this conversation on TWITTER when they have my email AND phone number? WHY HAS IT BEEN TEN DAYS OF BACK AND FORTH?
Fully irritated now but still trying to be nice so they would help me, the following exchange took place:
If you’ll note the time stamps, even after following them, I still had to follow up twice to get a reply (not a DM reply, just another tweet) asking me to again send them my info. I mean, was I being punked?
Finally, I received a DM confirming the issue and confirming my address so they could send me a replacement order. Yay! Progress! Right?
Things seemed to be going well; I was told a new order was being shipped. Since this wasn’t my first rodeo, I thanked them and asked for a reference number. ALWAYS GET A REFERENCE NUMBER. They told me I would get an email with all the information in the next 24 hours. (Seeing a pattern here?)
On June 23rd (four days later), I DM’d them again that I had never received said email. Then, 24 hours later, this happened:
So now you are telling me that you lost my order, but I have to not only call to straighten it out, I also have to find said contact information on my own? Last straw.
Not seeing another option, I called FedEx, who told me there was nothing they could do but I should call the USPS. I tried that, but again was met with an automated voice system that did not recognize “delivery exception,” “lost order,” or “LET ME SPEAK WITH A HUMAN BEING” as voice commands. So I looked up the Groverton post office and called them. A human answered, I explained my situation and that the tracking code said the package was there. She said it was NOT there, it had been returned to the customer. I told her I was the customer, and no, no it hadn’t. She said she meant it had been returned to ASOS.
Hand to God, I had one of those Zack Morris-style break from reality moments right here. ASOS had the package? The same ASOS who had just sent me on this wild goose chase to Ohio? THEY HAD IT THE WHOLE TIME? I thanked her and hung up, and then immediately planned my destruction of the company.
Of course, I’m kidding. Kind of.
But I went back to ASOS.com to see if there was a corporate contact email (I go big), and now saw that because my order was past its delivery date, there was an option to email the company directly if I had’t received my order. HOW CONVENIENT.
I sent the following message:
Within literally an hour, I received two emails: one from PayPal telling me I had received a refund from ASOS, and the other from ASOS telling me they had canceled my order and sent me a refund.
Let’s get one thing straight: I am happy they at least sent my money back quickly, but I really resent them just making the decision for me. I didn’t want my money back. I wanted my order.
After receiving my forced refund with zero explanation except an email saying I was getting refunded (and raging about my apartment for a good 45 seconds while Bogey looked on in concern), I settled in to write an email of my own. A specific kind of email. An angry grandmother email. (Total disclosure: First, I fired off a round of bitter tweets and may have spent a few minutes making sure the CEO of ASOS didn’t have a Twitter account of his own. I was taking them down, guys.)
In my email to corporate customer relations, I laid out the entire scenario. I explained to them the number of times I had been deceived with false information, how long I had been a regular customer (two years with five orders in the books), and how duped I felt now that I knew how little they cared about their customers.
And wouldn’t you know, within the hour I had some responses. An actual human being emailed me back apologizing an offered me my original 10% discount if I wanted to reorder. (I had already reordered the skirt because I was worried it would sell out, but they refunded me the discount.) Even their formerly useless Twitter account sent me a 15% off code (it’s good for a month if anyone wants it).
I’ve often said that if a company makes even the slightest effort to make something up to me, I will be placated. And this case was no different — I was still mildly irritated that it took all this fuss to accomplish what generally just takes a few clicks online, but at the end of the day, they apologized and got me what I wanted. I hung up my angry grandmother hat and went on with my life.
But here is where ASOS actually restored my faith in
This morning, I woke up to a long email (again, actually written by a human being) from their corporate customer relations department. She apologized again for what I had dealt with and assured me that this was not their standard of service. Apparently there was a “training issue” that led to my shoddy service on Twitter, which I can generally kind of believe. Then, to make it up to me, she said they wanted to pay me back for the skirt I had reordered. They’re giving me the skirt to retain me as a customer.
You guys? That is gold star-worthy.
I really do like ASOS for their good prices and wide variety, so it was truly a relief for me not to have to shun them forever. (Because I NEVER forget, you guys.) It’s also just nice to find a company who cares about their customers, especially when “making it up to me” means a minuscule sacrifice to their bottom line. They’re a multi-million dollar company — they can give away a skirt here and there.
In short, thank you to Jean and Lola in the consumer relations department for treating me like a human being, actually saying the words “I’m so sorry,” and actually doing whatever was in your power to make the situation right. You are awesome and exactly the type of people who should be in the service industry. If your bosses are reading this, you should give those women raises.
Phew. That was a long story. But to sum up, here are my tips for getting customer service to take you seriously:
1. Don’t be shy about making a fuss. You have to be intelligent about it — it’s easy to ignore those obnoxious people who scream about every little thing, but a detailed, thoughtful email is much easier to take seriously. And don’t underestimate the power of a negative social media campaign.
2. Memorize this phrase: “I have to believe this is not your standard of service given the success of your company.” I’m not kidding — companies take their reputations very seriously. Odds are, what you dealt with was not their standard, and they will do what it takes to uphold consumer opinion.
3. Be as reasonable as possible. If I had just started screaming and swearing or something at the beginning, Jean and Lola would probably not have been so lovely to me. Being mean to customer service people gets you no where, in my experience.
4. Keep a record. It helped that all of my communication with the company was online because I had a written record of dates and actual phrasing to back me up. It’s hard to argue with facts or go back on your word when I have it in a screenshot.
5. Practice good business karma. Okay, I don’t actually believe in karma. But I do believe in rewarding people for good behavior. Now that Jean and Lola made things right, I will continue to praise the company and remain a customer.
Anyone else have any bad/good customer service stories they want to get off their chests?