Tag Archives: customer service

Buy at Sears, But Only If You Want Attitude

The first time I had problems with Sears, I eventually let it go even though I didn’t shop in the store for a year. In this day when there are so many stores, really it’s quality and service that make the difference. And so it is that I am not waiting for the three strikes you’re out. Two is enough.

The first time, I was shopping in Sears (in Vancouver) and picking up a few skirts to try on. This woman comes up to me and snatches the skirts from my hand, saying “You’re dragging them on the floor and they’re getting all dirty.” I looked at her flabbergasted and walked out. I was also looking for a winter coat but didn’t bother at that point.

These skirts may have been touching the floor but surely the store is kept relatively clean. The better thing to do would have been to ask me if she could start a fitting room or hang the clothes up in the fitting room. After all, that is not only service but protecting the merchandise. This woman said nothing about even putting them in a room for me and snatched them out of my hand. And yes, she was a worker there. I didn’t appreciate being treated like a child.

I tried after that to find an address to send a letter of complaint. Do you think I could find a corporate address or even a local address with the name of any manager attached? Not a one. Sears made it pretty much impossible to do anything farther than complain verbally and we know how far that goes. Well, it threw me off shopping there again.

Now I don’t shop a lot at Sears anyways. The fashions are often not that interesting and it’s only a rare occasion where I will. This year I needed to buy a new winter coat and after much searching, found one I liked at, of all places, Sears. It was on sale too, making it just right.

Unfortunately, I was in a parkade three weeks after buying the coat and chlorine or bleach fell on the collar and took out some of the color. The company responsible for the parkade is willing to pay for repairs. However, no one dies polyester (I thought the coat was wool…oops) so the company will have to replace the coat.

I bought it on sale but it may not be on sale anymore. So I call Sears. First on their customer service line the person keeps saying, You want to order a coat. No, no I want a quote on the cost of the coat. You want to place an order? No, I want to know how much it would cost to get the coat replaced. It’s a coat. Yes a coat. So it’s a jacket. Well, no it’s a coat, just above the knees. You want us to pay for the coat? No. You want to order a coat?  No. I’ll pass you on to our customer service, (I HAD dialled customer service) who then of course passed me on to retail customer service.

So I begin a third time to say, I was in a parkade and the coat was damaged. I need a quote on the replacement cost of the coat so the company can replace it. You were in our parkade? No, just a parkade, not Sears. I just need a quote on replacing the coat for what it sells for retail. You bought it damaged? No, Sears isn’t at fault. I bought it and then it was damaged after. But you bought it on sale. Yes but if it’s not on sale, they will have to replace it at the higher cost. It was damaged by chlorine in a parkade. How did you get chlorine on it? (Not that it’s any of their business.) It dripped on the coat. I’m not asking Sears to replace it. The company will do that. Well you have your receipt. But the receipt has the sale price. Is the coat still on sale? I don’t know (of course not, she hasn’t even asked me what the coat it is…we’re still haggling).

You have your receipt. Yes, but if the coat isn’t on sale then I need to give the company the replacement cost to replace this coat. You’ll have to buy a different one at a higher price. No, I want to get this coat so can’t you send the cost of what the coat is retail? No. Why not? Because that’s not what you bought it for. It’s not what you paid. (I’m now getting mad because she’s saying I’m trying to cheat.) It doesn’t matter what I bought it for. I’m not trying to cheat here. I need to give them the replacement cost. But you didn’t buy it for that. No I didn’t. Why can’t you say, I bought it for this amount but the regular retail is this amount? Because that’s not what you paid.

I don’t think you understand how replacement cost works. Yes I do. No. Replacement cost means the cost it would be to replace the coat, not what it was when I bought. If it’s not still on sale then it would need to be replaced at the regular price. But that’s not what you paid. You’re right it’s not. Is the coat going to be on sale three weeks later? I doubt it so how is the company going to replace it if it’s regular price? You’ll have to pay more. (It’s not up to Sears to decide who pays or not but getting them to give the full rate replacement is just not happening.)

I’m afraid after this I said, You know I’ve had problems with Sears before and this just seals it. This isn’t good customer service and I won’t be shopping there again. She said something else and I called her a bitch. I was boiling by now because she decided I was swindling someone. Obviously this woman has never had insurance with replacement cost included. I found it interesting from the moment I called and mentioned damage all she could hear was damage on Sears property or damage by Sears even though I said they weren’t at fault.

I’d write a letter to Sears corporate office but that would mean trying to find an address and the name of someone to send it to. Not likely, so I’ll vote with my bucks and go elsewhere. And it looks like there are enough other people disgruntled with Sears. I’m just glad I didn’t but a large appliance.

http://www0.epinions.com/content_215301262980/show_~allcom

http://www.my3cents.com/search.cgi?criteria=SEARS

Advertisements

Leave a comment

Filed under consumer affairs, fashion, life, people, shopping

Horror Hotel: Travelodge Review

If you travel to it, it will lodge in you like a cancerous tumor.

My sister and I drove up to Edmonton, Alberta for my brother’s surprise birthday. My sister-in-law had paid for a room at the Travelodge on 45 Ave.  As we drove in we noticed the nearly empty parking lot and mounds of dirt. Okay they were renovating or changing the lot. We go in and it’s relatively small as “hotels” go though I would call it more a motel. A little pool right off the front desk.

We went to register and they found it right away. Good so far except then the guy asks how we are going to pay for the room. My sister said, It’s already paid for. She came in personally to pay for it. (We didn’t have a confirmation number but it was supposed to be more than confirmed.) The guy says there’s nothing here. He looks in the written book and it just has my name, no other information. We insist it’s been paid for and he says, there is nothing we can do.

As we’re standing there two guys come in from down the hall. One is wiry, bald, very long mustachios and a few tattoos. He’s already looking florid. He said something about paying for, and booking, the hotel online and how his friend (who had booked it)  was charged a month before they even got it. But the room they were given had air conditioning that wasn’t working (it’s 35 degrees Celsius in Edmonton right now). They’d shown him another room that was dingy and just as bad. In a livid rage he said he wanted his money back as the guy said, we can’t do that. There is nothing we can do.

We watch all this, now getting a true sense of Travelodge. As this guy rants the staff member goes, I’m senior management, there’s nothing we can do. It’s policy (like a broken record) which just makes this biker guy madder. He and and his friend say we’re going to post this on the internet. I’m not sure what eventually happened there as we were trying to deal with our problem. We can’t call my sister-in-law directly as this is supposed to be a surprise birthday for my brother. So I call my other brother but he’s enroute and can’t pass the message on.

So we reiterate that my sister-in-law came in Wednesday or Thursday in person and paid for the room. There is also a girl behind the desk and she says oh she would have booked the room by phone. But we say, maybe but she came in to pay. If she booked it by phone do you have a credit card number then? Can you check to see if she made a payment in her name? Then we get, we only use a credit card on the phone to hold a room. Well do you ever charge to it? No, we only hold a room. I ask, what happens if I don’t show up for my room then? Do you charge it? No, we never do that. Then why do you take the credit card as confirmation? You don’t understand, we only use it to hold the room. But if you actually never use it to charge for a room I could make up a number, couldn’t I?

Anyways, we go around like that for a bit with the supposedly “senior management” guy looking back through they payments made and saying there is nothing. There is nothing we can do. So my sister and I cart our luggage back to the car. It’s too early for the party so we just opening the car and trying to figure out what we can do when some other guy runs out and says oh they want to see you at the front desk. We had already been there for a half hour trying to sort this out. As we walk back in the girl comes out and says there has been a big misunderstanding that in fact yes, my sister-in-law had paid for the room and in fact the supposedly senior management guy had not read the deposit column. So, we do have a room but they had made no notation anywhere that it had been paid for or anything. I have to say the girl was apologetic. The other guy was arrogant and unhelpful and made the situation worse.

We walked down the dimly lit corridor with a well worn brown carpet. They were putting us on the first floor of a three floor hotel. We went into the hotel room, noticing the sagging beds, but got ready for the evening. There is a mirror in the bathroom and one full length one near the door. The outlet in the bathroom didn’t work for a flat-iron and there was no outlet near the other mirror. Other outlets were not flush to the wall, with plastered holes showing but not painted. The room was dim even with all the lights on (a desk lamp, a floor lamp and two bed lamps). My sister tried another outlet that didn’t work. Oh, and yes, there were ants in the bathroom. So on our way out we said, there are ants, the outlet doesn’t work in the bathroom nor in the room.

They were supposed to have fixed it but when we returned at 2:30 am there were over a dozen ants in the bathroom. Big ants. I flushed about ten down the drain, and we called them up. Instead of saying, sorry and coming to us and helping us move to another room, they made us pack up everything and come to the front desk so that we could then move to another room. Where it turned out the air conditioner barely put out slightly cool air through the night, the outlet in the bathroom didn’t work, another outlet in the wall didn’t work, the beds were uncomfortable and the pillows as lumpy as oatmeal. These rooms weren’t cheap and cost about $140 a night.

If Travelodge offered me a free week at their hotels I wouldn’t take it. The hotel was so rundown looking, the beds so bad (and the sheets were wrinkled and made us suspicious that they hadn’t been changed), the rooms so shabby that I haven’t stayed in something this bad since India. Their overall lack of customer service and sheer arrogance was offputting. And whether those guys who had booked through the internet and had read the info correctly or not, there are better ways to diffuse a situation than what these guys did. Be warned. I would consider this chain of hotels to be any better elsewhere.

Leave a comment

Filed under consumer affairs, Culture, life, people, travel

The Idiocy of Retail

On one of the writers’ lists, we ended up discussing shopping experiences this week. It began with someone going into Chapters and being asked no less than twelve times in as many minutes if he was finding what he wanted. Most people decided they’d rather have no service than service that killed any joy in shopping, or more in a bookstore, browsing.

I had the reverse experience in Future Shop where the CDs were so mixed up I could find nothing. The store wasn’t that busy but when I looked for a clerk, he was watching TV. I didn’t buy anything there.

Service has always had its ups and downs. You either have overly helpful clerks who don’t know when to give you space (like the overattentive waiter) to those that are too busy chatting to each other or fixing makeup or watching TV to actually do their jobs. And then there are the ones too clueless to hold the job: they don’t know their stock or as was the case in Calgary at a restaurant, the waitress didn’t know what alcohol was besides beer.

There are the clerks who are truly helpful. They’re visible but they don’t crowd you. They stay alert and notice when you start to look around for help or have that bewildered deer in the headlights look. It seems rarer these days. I’m more likely to go back to a store that has good service and have walked out of stores with no service or bad service.

Like at The Bay. I was looking for skirts and carrying a couple on hangers as I walked around. It seems one was touching the floor and this clerk with no manners came up and said, “You’re dragging the skirts. You’ll ruin them,” and wrenched them out of my hand. Where was the mud? She could have said, “Can I put those in a room for you,” but she didn’t. I turned around and walked out. When I tried to find The Bay’s address/email online so I could write a letter of complaint, could I find anything pertinent or even a customer service line? Nothing. This way The Bay is assured of only having good reports. I didn’t shop there for many months because of the rude behavior. After all, there are plenty of stores.

I might just be a crank but I do expect to be treated with the same attentiveness I would give someone if I had those jobs. And I have, in the past. I’ve been a waitress. I’ve been a store monkey.

Another aspect of idiot retailing is the lengths stores will go to help perpetuate a myth. The myth of the ideal body. Women are supposed to be caricatures of the ideal female. We’re supposed to have large puffy lips, large but not pendulous breasts, narrow waists and boylike hips. Botox will give you the lips and implants will give you the breasts. But should you want the cheaper way of getting the larger bustline, the stores have helped. I’ve not changed in inches but I now wear a C cup because it is far more desirable than a B cup. Bras are also padded in a variety of ways to increase the illusion of bustiness.

Le Chateau has taken sizing to ridiculous heights where no one wants to be seen as wearing large. You’ll be lucky if you find a large in the store but you’ll find medium, small, extra small, extra extra small and extra extra extra small. WTF? I’ve bought an extra small and still found it too big. Petite is better in their books where a small would probably equate to a size 10. Even stores that have numbered sizing have changed it. A size 8 is now larger than it once was. I find that depending where I shop, I can wear anything from a small (or extra extra small) to a large, or a size 3 to a size 12. Perhaps everything should just be a free size these days because the numbers don’t matter.

Starbucks takes this in the other direction. No one wants to pay five bucks for a small coffee so the small is a tall, the medium is a grande and when they ran out of words in common English usage for large, they went to venti. What’s that, Italian? So there is a small English, a medium French and a large Italian. When it comes to food we want grande, super size, mega large, but when it comes to fitting ourselves into clothes we want petite and super extra mini small. Unless you’re a man. Maybe shoulder widths on jackets have expanded as well for those manly, super hero broad shoulders.

But as one person pointed out on the list, there is a plethora of interesting names for condoms including iron grip and super strength. The sizing is hidden but there is never a small.

May all your shopping experiences have medium attention from the clerks and the prices be super extra extra cheap and the bargains be mega uber mondo grande.

Leave a comment

Filed under consumer affairs, Culture, entertainment, fashion, food, humor, life, music, people, shopping

Why I Won’t Buy Saturn Again

I have a 2003 Saturn Ion 3. When I bought it in 2004 it was a demo model with about 4,000 km on it. That the salesperson changed three times before I bought it should have been an indicator to me where Saturn was headed, and it seems to be…out of the world.

The dealership then closed. I had a VIP membership for lifetime free oil changes but had to go to the Morrey dealerships for that; Morrey Nissan in Burnaby. But the car was on warranty and I had to go to a Saturn dealership for any warranty work, in Richmond. I live in Vancouver and work in New Westminster.

Under warranty, I took the car in four times because the back passenger door didn’t seal correctly and was most noticeable at high speeds. Four times and they never did fix it correctly. Now, if I open the door I have to push the loose molding back into place before shutting the door to minimize the air blowing through.

Under warranty, I took the car in at least four times because it would idle high when the weather was cold. It would not start this way but after I’d driven it even a few minutes it would idle high when stopped at lights. If I shut off the car, it would reset. It only happened when cold, which told me that there was something wrong with the idle or throttle and cold weather caused it to freeze or stick. I took a small automotive course in high school and have enough of a logical mind that I can figure out basic mechanical. Somehow though, mechanics can’t seem to use a brain to figure out car problems now unless they plug it into a computer.

So I drove the car in one day and didn’t shut it off and lo and behold they could find the problem. It was fixed but then the weather turned warm and I couldn’t test it until the fall when it was cold again. And guess what, problem not fixed. Oh and the car, no longer under warranty and the part isn’t working right and I was told the part has no warranty. So why would I bother to fix the part again, knowing that if it blows it’s still not under any warranty and that I can keep paying and paying for the same part? That’s what the service people told me.

Now my car was at about 70,000 km when the fan in the car stopped working. I could get heat but no fan to blow it around. But of course it wasn’t the fan itself that wasn’t working. It was the computer component and would cost over $600 to fix. On top of that, I made an appointment and had to wait over four hours for them to check the car. Then they charged me $60 for telling me it would cost $600. The car’s warranty ended at 60,000 km.

I contacted Saturn/GM Canada and their generous offer was to go 50/50 on the fan part. That’s it. Nothing on the other things they never managed to fix. And basically they’re saying, well we won’t make money on this part but we won’t go out of the way to satisfy you.

Although the service guys were nice and friendly at Lansdowne Saturn in Richmond, the service wasn’t that great and one day, while waiting in Richmond to get picked up and taken back to my car, it took them over an hour. I was no more than ten minutes away. One service guy condescended to me in explaining that the car might just be idling high because it was cold. As if I’m not aware of the difference between a cold idle and a stuck throttle.

So, this is why I won’t buy Saturn again. Poor service, poor repair record, a very short warranty and no customer satisfaction from Saturn Canada.

Of the car itself, its mileage was okay, it has a huge blind spot for turning corners, the visors only work if you’re six feet tall. I loved the adjustable heat vents that could blow right on my hands. The door locks are stupidly designed and the pockets on the side doors are smaller than any map, should you want to store them there. But a car under warranty comes part and parcel with the dealership and I wasn’t convinced that with Saturn’s lagging sales that I’ll ever buy another Saturn again.

Leave a comment

Filed under cars, consumer affairs, driving, shopping, travel