What happened to good customer service or even mediocre customer service? Oh, it’s still around but very hard to find. Take Amazon, they have GREAT customer service but some of their resellers, not so much.
Case in point. Being from Kansas City and a diehard Chiefs fan, Don wanted a KC Chiefs cap. He looked and looked and found one he liked sold by G&G Fan Attic on Amazon. It was black with red trim. A little over a week after he placed the order the cap arrived and Don quickly noticed that it was red with black trim.
I go to Amazon, who I think has excellent customer service to see how to exchange it and following their directions I emailed the seller with the following email.
My husband ordered a Kansas City Chiefs hat, black cap with red trim. What was delivered was a red hat with black trim. Even though this seems to be a minor problem it is NOT what was ordered. When clicking on the item I get a message “Looking for something? We’re sorry. The Web address you entered is not a functioning page on our site Go to Amazon.com’s Home Page” If the item was not available or in stock when we ordered it then we should have received a message letting us know and asking if we wanted a replacement, NOT just assume we’d be OK with this. I’ve emailed G&G Fan Attic asking how they wanted to handle this and have not received any reply. Attached is a screen shot of our order. Denice Landry
A week goes by and there is no response from the seller so I go back to Amazon and call their customer service for assistance. The people I’ve dealt with at Amazon are great and they opened a claim and contacted the seller for me. A little later that day I received the following email from G&G Fan Attic.
G&G Fan Attic –
Hello, This was just a mistake and we apologize. We will ship the correct hat immediately, we have plenty in stock. Thanks, Ginny
Three days later I get an email from Amazon that they refunded my money but I can always have my account charged again if I receive the correct item. Later that day I receive another email from G&G Fan Attic.
Still wanting the correct hat I replied with the following email.
We do want the correct hat. I opened an Amazon claim because my email to you had not been replied to. It was sent from a different email address though. I can cancel the claim through Amazon but all that would do is recharge my account. I’m happy to do that IF we get the correct hat and you tell us what to do with the one we have. It’s still in the box it came in. If you want it returned then a pre-paid return label would be appreciated. Denice Landry
And the following
G&G Fan Attic –
Hello, We have refunded you in full since you opened up an Amazon claim. We thought you were just wanting the correct hat which we have in stock. If we knew you just wanted a refund for the hat you received we would have done that. Sorry for the confusion. Thanks, Ginny
I also contact Amazon to let them know I didn’t want my account credited but did want the correct item but also wanted a pre-paid return label to send the wrong one back. Amazon sent the following to G&G Fan Attic.
Hello, We’ve been contacted by a customer regarding the order identified below. ——————– Order#: 104-3262571-3157800 Item: Kansas City Chiefs Black With Red Tip NFL Hat Reason: Received Wrong Item Details: The Customer is willing to have the correct item and be charge again for the item. Please send a Pre-Paid return label to the customer and send the item as soon as possible. Please contact the Customer at [e-mail address removed]. Thanks.
Imagine my surprise when I receive the following from G&G Fan Attic a little later that day.
G&G Fan Attic –
Well we had to respond to the claim so we did. I explained we just simply sent the wrong hat and would ship the correct one. Within an hour we received an email stating they have debited our account in full and refunded the buyer. So, you now have the incorrect hat and have been refunded. Hmm, let me call them and see how we can do this. I have the correct hat in stock, plenty of them but if I ship this, you will have 2 hats for free. I totally take responsibility for the mistake but would at least need to be paid for 1 of the hats. Also, I have looked through every email from the past 30 days and have none besides the one we responded to. Let me call them and see how I can fix this and ship this hat immediately. Thanks, Ginny
So, now G&G Fan Attic is calling me a thief and saying I’m trying to get something for nothing.
I contacted them one more time to explain to them that I did want the hat, I wasn’t trying to get something for nothing and if they’d read either of the emails from me or Amazon they would know that I agreed to have my account re-charged.
It’s now been 7 days since I received that email from G&G Fan Attic with no further contact or response from them I contacted Amazon yesterday and explained to them that I want to cancel the order, I do NOT want to deal with G&G Fan Attic anymore and I want a label to send this hat back as I’m not paying out of pocket to pay for their mistake. The woman I spoke with told me that she fully understands and I’m under no obligation to send it back until I receive a pre-paid label from the company. She will also be talking to her supervisor as I’m the customer and G&G Fan Attic is not treating their customers right.
So, I ask again, what happened to customer service when the owner of a company calls a customer a thief and doesn’t follow through on anything they’ve said.
Photo Credit: Thadz