Let me just preface this blog entry by saying that I've worked at a job that requires customer service skills since high school. I've worked an numerous retail stores, at a restaurant, and in healthcare. All of those jobs require a plethora of patients and customer service skills. I know working these jobs are very tough as the clientele that is serviced can be demanding at times. That being said I often try to give people some slack when things go wrong beyond their control (registers acting crazy, busy seasons, lines, etc) but when most conditions are ideal I expect decent service. I don't expect the red carpet but I expect respect... at the very least.
The back story of this blog goes back a few weeks or maybe a few months. This past summer I bought a ProX facial cleaner from Olay. Loved it! I used this thing several times a week and had great results. Unfortunately a few weeks ago my ProX died. I tried new batteries, waiting a few days before using it, but nothing worked. I went online to Olay's website and found out that my ProX was out of the warranty period plus I had long ago thrown away my receipt. I decided to email the Olay company to see if there was something that I could do to fix my ProX. Surprisingly, they emailed me back promptly and told me that they would send me a coupon in the mail for a new ProX. WHAT? That's great!
So I waited and waited and today I got my coupon in the mail! I was planning on going to Bed Bath & Beyond today since it was close to a few stores I wanted to go to. Living in the city I have very few department stores I can go to quickly (Target is about 20 minutes away and Walmart is even farther). My local BBB also sells misc bathroom and makeup items that I like to look at.
So I went to BBB, looked around, found my ProX and proceeded to the checkout. Things went wrong from the beginning when I handed the cashier my coupon. She called a manager and he accused me of using a "copy" of a coupon and basically made me feel like a crook. The second manager was a lot nicer and I finally got my ProX but not without feeling like dirt. How could the manager accuse me of using a copy of a coupon when there were holographic stickers on there and my name was printed on the coupon. This was printed on nice shiny paper too... I don't have a printing press at home. Anyways, I went home and sent an email to BBB. Who knows if it will be addressed but all I wanted was for that jerk, Chris, to acknowledge that HE was wrong and that I was right and that the coupon was LEGIT!
Here's my email I sent out:
I went to a BedBath&Beyond today to shop for miscellaneous items as well as to redeem a coupon I had for an Olay product. I received a coupon from P&G Distributing Company for a free Olay Professional ProX. This was due to my original ProX being defective.
Upon check out I handed my coupon and a new ProX to the cashier. She looked at the coupon and asked me if it was for a "free" ProX. I said yes. She looked at it for awhile and then called a manager. At this point I am not surprised. This is a rather unusual coupon so I assumed that a manager would have to sign off of it. The manager, Chris, came by and asked the cashier, what was wrong. She said nothing but just handed him the coupon. As he read it he asked me if it was for a "entirely free" ProX. I said yes. Chris told me the coupon was a copy. This was entirely incorrect. I told him it was NOT a copy and he corrected me and said it was. I'm not sure what detective work he used to come to this conclusion but I JUST received that coupon in the mail and brought it to the store. I would NEVER make a copy and try to fraudulently use it. There were holographic stickers and my name was printed on the coupon to prevent copies being made. Chris left saying that he would get another manager. While I was waiting there I explained to the cashier why I got that coupon. She told me that she has nothing to do with it and its up to the manager. The next manager showed up and she was polite. She clearly saw that although the coupon was unusual it was not something I could simply make up nor was it a copy. I told her how upset I was at the fact that Chris, a manager, had incorrectly accused me of using a fraudulent coupon, calling it "a copy". She agreed to talk to him about it.
I am writing to let you know how embarrassed and upset I am about how one of your managers dealt with this situation. Anyone who works in customer service, especially retail, should know that you never accuse anyone of wrong doing unless you know 100% that there is truth to your allegations. Never once did Chris ask me where I got the coupon so I could explain to him why it was so unusual for me to have it. Never once did I see him call the company to verify that the coupon was legit. He decided on a whim that it was a fake and was going to try to call me out on it. I did not receive an apology from him either. At one point I told the cashier that I could run to my car and get the letter that came along with the coupon. She said it wasn't necessary.
I would hope that maybe this can be used as a learning tool for all your employees. Do not place blame on a customer because you are unfamiliar with something. I think from now on I will take my business elsewhere and will recommend the same to my friends and family.
Update 1/11
I got a phone call from a customer service rep for BBB. She was very apologetic and took the time to ask me what went wrong and what I felt about the situation. She assured me that they would pursue this situation and that they would do a better job at training their employees. I have mixed emotions on this. I don't want anyone to "get in trouble" but I do think its important that employees, especially managers, are aware of the impact of what they say and do.
