You may recall that about a month ago I had difficulties as I checked out at Albertsons grocery store. (See post December 16.) I was checked at the self-check station and ran my credit card. However, the machine failed at that point and did not provide a receipt. After checking, staff determined that my charge did not go through and the whole order had to be re-run. One charge was $89.89 and the other $89.90.
Upon arriving home I told Mike about it. Now Mike tracks all or our expenditures meticulously. Sometimes I want to hit him, but the fact is, you are wise to track your expenses. I provided the charge to him and asked that he watch that we were not double-charged. (In reality there's never a need to remind Mike to watch for something that doesn't look right.)
After I posted a blog on the experience, Chris commented that I had been amazingly patient and that I should write to the corporate office. I thought about it and decided to write to the store manager. I prepared the letter and then put it on hold. I decided if I was not double charged, I wouldn't submit the complaint.
"We got double charged on that order," called Mike as he reconciled our credit card statement on December 28.
So, I finished up the letter, requesting refund of $89.90. I attached pertinent correspondence, including copies of my blog posts which explained the incidents in question. The letter went out on December 29. I really hoped for an immediate call from the store manager, but that didn't happen. In fact, I received no communication from Albertsons. Today we checked our credit card account and the credit wasn't there.
So, I called Albertsons and talked with the manager. I was polite, simply asking about my credit. He said he had submitted it to corporate and that he would check on it. He called back immediately to say it would expedite the refund if I would come into the store with my credit card. I said I would do so today. He was sorry for the delay.
The customer service rep was very gracious when I presented myself for the refund. She had my original communication and the matter was handled quickly. She apologized that corporate had delayed the matter and apologized that I had had to come to the store. But no one said they were sorry I was inconvenienced and double charged in the first place.
"I thought you said you had some things to pick up," said Mike as he followed me from the store.
"Well, we aren't getting them here," I replied. KW
5 comments:
Customer service (actually the lack thereof) consistently amazes me these days. I've been dealing with an issue with a big name company since before Thanksgiving and so far it's unresolved. And I left a computer on the checkout counter a year ago when a clerk wouldn't let up on buying an extended warranty after we said we weren't interested (all but called us stupid for not buying one). It must be hard to find good help, but then I realize that no one seems to care enough to train people with basic skills. It's sad. But also very frustrating.
"Customer no service." As we were driving to the store, Mike commented that what all this means is that they don't care that we continue to be customers. And I think that's true. Individually we don't make enough difference. Gone are the days when the customer was always right.
As to the extended warranty, I've become a believer. We expect the big companies to stand behind their products, but they won't do it any more.
I'm beginning to think that manners IN GENERAL aren't being taught anymore. Sometimes I want to just smack people on the back of the head (gently, of course) to get them to wake up to the fact that there are other people around them.
Yesterday, it was raining and my arms were filled with class supplies and I was dragging my rolling tool kit behind me. A group of students in front of me opened the door to the classroom building. One glanced at me but still let the door close behind him. I had to hit the "handicap button door opener" with my hip to open the door so I could go inside. I was gobsmacked by the lack of a common courtesy.
Do you notice how often people in the US are referred to as "consumers" instead of the more dignified "citizens"? As consumers our role is to buy things and demand the lowest price - thats all. Citizens have more responsibility for each other - including both customer service and everyday manners.
No, I hadn't noticed the consumer / citizen analogy, so of course, I hadn't considered the implications. Interesting. It's really a huge topic and one of the reasons that some of us are taking a hard look at the past to see what was different. But -- it would be naive to say that everything was so great even then. It's just that we have to wonder if we're moving in the right direction.
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