mmasc Posted August 24, 2021 Share Posted August 24, 2021 from a National chain store, where can you complain *effectively*? Anywhere??Is it worth the time and effort to do so? They’ve already taken up so much of my time that I can’t bear the thought of spending any more on it, but the service received was so truly abysmal that I feel like I should do something. It would need to be higher than local store level bc the managers are just as poor as the service was. Quote Link to comment Share on other sites More sharing options...
Kassia Posted August 24, 2021 Share Posted August 24, 2021 (edited) I always use social media. I will post on their facebook and/or twitter page. That usually gets a quick response and resolution. Good luck! If they have a contact page on their website, you can use that too. ETA - if you don't want to post directly on their page, you could send a private message. Edited August 24, 2021 by Kassia 5 Quote Link to comment Share on other sites More sharing options...
gardenmom5 Posted August 24, 2021 Share Posted August 24, 2021 It was the manager of the chain store that engaged in very poor customer service. I contacted the corporate office - and it was promptly resolved, and quieries of what could they do to compensate me for my time. The manager did contact me once to complain at me for contacting the corporate office . . . (talk about career limiting moves . . .) I assume he got a big red mark for his arrogance. 2 Quote Link to comment Share on other sites More sharing options...
catz Posted August 24, 2021 Share Posted August 24, 2021 I had an experience a few weeks ago that had me post on yelp, post on social media, call the store (was hung up on after I was yelled at which was part of my issue. I was shorted items and not refunded). And complain to corporate via their online form. Oh and they auto e-mailed me a survey too which I filled out. LOL. And of course, nothing happened, zero follow up. Won't be returning. This was at our neighborhood Bruegger's Bagel. Ordering on the online app. There were like 10 things wrong with my order and service was awful. They have app issues too but dang. My 10-15 minute online order took 35 minutes. Hello, why do you think people online order during covid? Anyway - DO NOT RECOMMEND! 3 Quote Link to comment Share on other sites More sharing options...
HomeAgain Posted August 24, 2021 Share Posted August 24, 2021 Oh, yes. Depending on the company, they will respond immediately. I had an issue with my car. It was a minor issue - a minor lightbulb was out but it was in a hard to reach place. When I took my car in for an oil change, I requested the bulb get changed as well, and any others, so it didn't disqualify my kid at his driving test. An hour later I got my car back and a $100 charge with an assurance they were all working properly. Took it home, parked it in my dark garage, and......lightbulb was STILL out. I was hot. I took it back and explained the problem in a very controlled manner, which evaporated when the guy behind the counter shrugged and said, "what do you want me to do about it?" I told him what he could do about it, pretty loudly. And since he was unwilling, I went home. Then I wrote corporate. And I called corporate,. I gave them the name of the employee, the store location, and my summary of charges, and how they were lying about things that were easily checked which called into serious question the things they did that could not be easily verified. Corporate handled it pretty swiftly. I received a reversal of charges, a call from the owner apologizing and an offer to come back and have them fix it. (I declined, with the above explanation as to why I would not go back). And I found a new mechanic. 5 Quote Link to comment Share on other sites More sharing options...
Katy Posted August 24, 2021 Share Posted August 24, 2021 The last time I had a really bad issue I asked on twitter if any reporters in the area wanted a story about how the brand screwed over a family member regarding a national recall her serial number was 2 outside of. Two reporters openly responded and in less than two hours customer service contacted me and magically family members item was included in the recall too. I wouldn’t bother if it wasn’t a problem approaching thousands of dollars though. I expect fast food restaurants to screw up an order at least 20% of the time snd if I leave without checking first I figure that’s my fault. 4 Quote Link to comment Share on other sites More sharing options...
TheReader Posted August 24, 2021 Share Posted August 24, 2021 Unless it's a matter of a lot of money, I'm pretty content to just leave detailed negative reviews, both on yelp but also google maps, because that impacts their search results when people put in "xyz business near me" in google maps. 2 Quote Link to comment Share on other sites More sharing options...
Jean in Newcastle Posted August 24, 2021 Share Posted August 24, 2021 Is it something that someone can fix retroactively? (ie. refund money, give me the right item, or even reprimand an employee) Then I would contact the manager or owner and give them a chance to fix it. Is it something that they had a chance to fix but doubled down and refused to fix? Or it just can't be fixed? Then I would let other potential customers know to avoid that store/chain via social media as others have mentioned. Or the Better Business Bureau. Or in our area, if something isn't be resolved - especially if money is not being refunded when it needs to be - there is a tv consumer reporter who specializes in making things right - publicly on tv. (I have never contacted them but during their segment they always put up contact information for how to contact them.) 3 Quote Link to comment Share on other sites More sharing options...
saraha Posted August 24, 2021 Share Posted August 24, 2021 I have had family members take to Twitter after trying resolve issues with great success. 2 Quote Link to comment Share on other sites More sharing options...
mmasc Posted August 24, 2021 Author Share Posted August 24, 2021 In this situation, the problem has basically been resolved after literally hours and hours of calls, trips to the store, waiting on missed deliveries, etc. However, I am waiting on a $600 refund as compensation for my nightmare. (Believe that when I see it🙄)True to their history though, I haven’t gotten it and haven’t been able to contact the person who made that claim. But basically I was wondering how to make someone higher up than the local manager know how atrocious their business is being handled. It’s so bad that I will never spend a penny in that chain of stores again. I’m not much into social media, but I sure would like to warn people, especially local ones! 1 Quote Link to comment Share on other sites More sharing options...
Jean in Newcastle Posted August 24, 2021 Share Posted August 24, 2021 8 minutes ago, mmasc said: In this situation, the problem has basically been resolved after literally hours and hours of calls, trips to the store, waiting on missed deliveries, etc. However, I am waiting on a $600 refund as compensation for my nightmare. (Believe that when I see it🙄)True to their history though, I haven’t gotten it and haven’t been able to contact the person who made that claim. But basically I was wondering how to make someone higher up than the local manager know how atrocious their business is being handled. It’s so bad that I will never spend a penny in that chain of stores again. I’m not much into social media, but I sure would like to warn people, especially local ones! You might be able to google "National chain name" consumer relations department or something like that to find someone to contact. I would contact in writing and make sure I kept copies. 2 Quote Link to comment Share on other sites More sharing options...
BlsdMama Posted August 24, 2021 Share Posted August 24, 2021 Hm. Sounds like Lowe’s. 😏 Sorry I’ve only had one truly horrendous experience and the manager doubled down and it was her mistake. She also let me know it wouldn’t be resolved because I wouldn’t be talking to anyone higher than her. My first and last ever Tweet. Got contacted by corporate fairly fast... something about ripping off a veteran hits the public as wrong. Weird huh? 2 2 Quote Link to comment Share on other sites More sharing options...
mmasc Posted August 25, 2021 Author Share Posted August 25, 2021 1 hour ago, BlsdMama said: Hm. Sounds like Lowe’s. 😏 Sorry I’ve only had one truly horrendous experience and the manager doubled down and it was her mistake. She also let me know it wouldn’t be resolved because I wouldn’t be talking to anyone higher than her. My first and last ever Tweet. Got contacted by corporate fairly fast... something about ripping off a veteran hits the public as wrong. Weird huh? Close...Home Depot. 🙄 I may need to try the tweet thing then. Sounds effective lol. 2 Quote Link to comment Share on other sites More sharing options...
Jean in Newcastle Posted August 25, 2021 Share Posted August 25, 2021 We just finished a big remodel that utilized Home Depot heavily. When there were some problems I contacted the Pro Desk/ Special orders specialist (even though that technically was not the department that was supposed to be helping me.) They were wonderful and pulled strings and gave me the kind of customer service that I had hoped for from the "normal" departments but didn't get. 2 Quote Link to comment Share on other sites More sharing options...
chiguirre Posted August 25, 2021 Share Posted August 25, 2021 (edited) I recently had a terrible, bordering on mental health emergency, interaction with a postal clerk. I asked to speak to the manager, he said there wasn't one, he was alone at my fairly large local post office and proceeded to berate me for my bad attitude. So I went home and filled out their online complaint form on a Thursday. I didn't have much hope they'd address my concerns tbh. But, lo, on Monday his supervisor called me to apologize and get some more information. It turned out that I wasn't the only complaint and the situation was just as serious as I'd perceived it to be. I didn't expect that kind of reaction from the USPS. Edited August 25, 2021 by chiguirre 4 1 Quote Link to comment Share on other sites More sharing options...
TravelingChris Posted August 25, 2021 Share Posted August 25, 2021 11 hours ago, mmasc said: Close...Home Depot. 🙄 I may need to try the tweet thing then. Sounds effective lol. I read an article a few years ago about how effective it is when you are travelling and there is an issue with being bumped off a plane/plane cancelled/etc where you are stuck and help is not forthcoming. There were many people chiming in about how effective twitter is. As a company, you try not to have the hashtag #BigCompanySucks 2 Quote Link to comment Share on other sites More sharing options...
J-rap Posted August 25, 2021 Share Posted August 25, 2021 What I've done in a couple situations is first email people/offices individually. (So in your situation, it might be the local store plus two people in the headquarter offices.) I remain polite but to the point, explaining what happened and being clear with my request. I may not get a response at all, or I may get a response that simply blames it on someone else... whatever. Then I begin sending emails to all of them together, cc-ing all of their names/email addresses. In those emails, I again explain the problem, and ask them to work this out between them and figure out a solution that will address my problem. And I keep doing it, always calmly and professionally. Both times it eventually paid off. The most recent one was an airline on an international layover that cancelled the flight my dd was on about 30 minutes before boarding, no explanation given. They didn't help her find a new flight, and in fact, they didn't even have a counter open. It was complete chaos. My dd had a scheduled event to get home to (that was being scheduled for her) and her only other option if she wanted to make it home on time was to go on the last flight out that day on a different airlines for $2,000. So we did that, hoping we'd figure out a way to get our money back! Unfortunately the reservation was done through a third party agency, and they immediately took no responsibility. The airline took no responsibility either except to say that the weather was bad that day (which it wasn't -- we were there too), and said the travel agency needed to figure it out. Eventually I looped both of them plus the travel agency's accounting office person (a random email I happened to find!) plus the airport's logistics person and customer service person into one email thread where I kept calmly explaining the situation and pushing them to work together to figure out how to reimburse us for the new flight. Once I began looping them together in a common email, their responses immediately became more polite (accountability now!), and their interest in helping definitely improved. And even though it was slow in coming, many months later we received a check for $2,000! (Just months before the airlines declared bankruptcy...) Anyway, you might try something like that. 1 Quote Link to comment Share on other sites More sharing options...
mmasc Posted August 25, 2021 Author Share Posted August 25, 2021 Thanks everyone! I’m sorry you all have had these experiences to relate to, and @J-rap I’m super glad you got your money back before they filed bankruptcy! I have emailed a corporate email address that I found on the internet, so it may or may not be legit. We’ll see.🤷🏼♀️ Technically, my issue has been resolved but I would like someone to be held accountable, because I’m like that lol. 1 Quote Link to comment Share on other sites More sharing options...
Jean in Newcastle Posted August 25, 2021 Share Posted August 25, 2021 2 hours ago, mmasc said: Thanks everyone! I’m sorry you all have had these experiences to relate to, and @J-rap I’m super glad you got your money back before they filed bankruptcy! I have emailed a corporate email address that I found on the internet, so it may or may not be legit. We’ll see.🤷🏼♀️ Technically, my issue has been resolved but I would like someone to be held accountable, because I’m like that lol. Did you get the refund? I wouldn't consider it resolved until I had the promised refund. Quote Link to comment Share on other sites More sharing options...
mmasc Posted August 25, 2021 Author Share Posted August 25, 2021 1 hour ago, Jean in Newcastle said: Did you get the refund? I wouldn't consider it resolved until I had the promised refund. Yes, I did get it yesterday. After more reminder phone calls. They couldn’t even do their ‘here’s your compensation for your trouble’ thing without causing more trouble and doing it incorrectly. Nice job, Home Depot.🙄 1 Quote Link to comment Share on other sites More sharing options...
Jean in Newcastle Posted August 25, 2021 Share Posted August 25, 2021 6 minutes ago, mmasc said: Yes, I did get it yesterday. After more reminder phone calls. They couldn’t even do their ‘here’s your compensation for your trouble’ thing without causing more trouble and doing it incorrectly. Nice job, Home Depot.🙄 about two weeks after our Home Depot assisted job was all done, I got a survey from them. . . I was honest. . . 1 Quote Link to comment Share on other sites More sharing options...
mmasc Posted August 25, 2021 Author Share Posted August 25, 2021 1 hour ago, Jean in Newcastle said: about two weeks after our Home Depot assisted job was all done, I got a survey from them. . . I was honest. . . Yes, me too! I wonder if all these reviews and feedback ever make a difference in the way the company operates... 1 Quote Link to comment Share on other sites More sharing options...
mmasc Posted August 25, 2021 Author Share Posted August 25, 2021 Another update regarding my saga, I actually received an email back today, she stated she was sorry for my poor service, that she has ‘documented my complaint for leadership review’, and would I accept a $150 gift card for my negative experience? I’m honestly thinking about just saying no—that I don’t want the gift card because I don’t even want to spend free money in their store, plus $150 almost feels like an insulting amount based on the hours I spent on the phone, in the store, as well as waiting in my home for 4-hour delivery windows that never happened. No thanks. 1 Quote Link to comment Share on other sites More sharing options...
livetoread Posted August 26, 2021 Share Posted August 26, 2021 (edited) I have had the best luck over the years by writing a letter documenting everything with dates and names, even if first names, and sending it to someone high up in the corporation, but not the very top. For example, we recently had a months long nightmare experience with Costco. Yes Costco - we were shocked, lol. Anyway, we sent a letter to the Vice President of our region, and got a call back from the corporate head of computer sales (it was a computer warranty issue). It still took some time to resolve, but it did get worked out with much apologizing on their part. I go online to look up names and titles so I know who to send the letter to. Documenting is key - they take you much more seriously. The minute I suspect something is going to be an issue, I try and remember to start documenting. Editing to add in this particular case, we also opened a case with the state attorney general's office when we sent the letter, which, I'm sure, helped get their attention. We aren't quick to do that, but the months of unbelievable bs we went through beforehand was jaw dropping. Edited August 26, 2021 by livetoread 1 Quote Link to comment Share on other sites More sharing options...
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