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The no customer service experience

Discussion in 'Picture Framing Business Issues' started by Ylva, Apr 22, 2014.

  1. David N Waldmann

    David N Waldmann SGF, Supreme Grumble Framer

    She DOESN'T SAY that she went to the counter "with 8 new books and one to return". What we have here are assumptions based on "facts not in evidence"...

    When you are returning something you go straight to the counter. Many larger stores won't accept a return unless checked and marked at the door as a return. Otherwise, what is to stop you from buying something, then going into the store, grabbing one off the shelf and then "returning" it, thus getting it for free?!!

    Let's face it - I don't think that either "side" is going to see the other side, and the harder someone tries to justify a position the further out the limb they're going. Let's just agree that we disagree, close this thread and get back to having a life!
     
  2. hangupsgallery

    hangupsgallery MGF, Master Grumble Framer

    Since I am a businessman, I tend to give businesses a little slack.

    Sounds like this was a first time, bad experience. Perhaps you caught the salesperson on a bad day, or maybe he/she was a relatively new hire. Maybe you caught them off guard. Perhaps they had just been blown away by another customer and was still rebounding. Or maybe, you just lucked out and got a dud. Next time you may luck out with the "king of books".

    I, for one, enjoy going to B&N. I could walk the isles for an hour, just looking at titles and deciding what interest would catch me this time around. Love the smell of all those fresh new books. I do enjoy opening a brand new, crisp copy for the first time and flipping through it.

    I do enjoy the cozy little sitting areas where you can grab an handful of DIY home improvement books and browse for hours. Top it off with a hot coffee from the snack bar and you've just created an evening out. And after I've "test driven" a dozen or more books (which you can't do on Amazon), I'll no doubt succumb to my weaker side and add a book or two to my home library.

    Before we bury B&N perhaps we should not be so hasty in chastising them. They still have a pretty neat business model & I hope they can survive the digital age.
     
  3. Ylva

    Ylva SPFG, Supreme Picture Framing God

    I think most of you are missing the point completely. If this customer service clerk had given me a little of his time, explained why it couldn't be done or had asked his manager, this would not have been a bad experience for me.

    We can agree or disagree on the returning of the book and if that was right or wrong. That simply wasn't the point.


    And well, I did a little experiment just today. Before anyone starts yelling, I still have the book. However, I went to the Walmart. I went straight to customer service and told them the exact same story. The lady behind the counter looked at the book, looked at the first pages and said, 'no problem, I think we have it so I'll just have someone get it for you, just wait here'.

    I did not take her up on that, told her part of the story without naming BN and said I would like to continue my experiment. She thought it was a great story!
     
  4. tedh

    tedh PFG, Picture Framing God

    Now that's just cool.

    There'll be a lot of Grumblers talking about Walmart's reaction over dinner tonight!
     
  5. framah

    framah PFG, Picture Framing God

    This is for you, Ylva....




    :thumbsup::thumbsup::thumbsup::thumbsup::thumbsup::thumbsup::thumbsup::thumbsup::thumbsup::thumbsup::thumbsup:
     
  6. IFGL

    IFGL SGF, Supreme Grumble Framer

    I tried to take a defective dvd back to walmart or asda as it's known here, I did buy it at that store the day before but had lost the recipt, there was absolutely no way they would exchange it without the missing recipt.
     
  7. Ylva

    Ylva SPFG, Supreme Picture Framing God

    I think I heard that before, about how hard it is to exchange dvds and cds. I have never had a problem with Walmart though, I remember buying the Matrix dvd, years ago and half way the movie there was nothing. (I still remember at which part it stopped). First time my husband and I watched the movie too.

    I drove back to the WM that same night and exchanged it without a problem (with a receipt).
     
  8. Jeff Rodier

    Jeff Rodier SPFG, Supreme Picture Framing God

    DVD's & CD's have very specific copyright regulations. The compliance signage is posted in both the electronics dept. and at the customer service desk. Digital media is way too simple to reproduce and even distribute. If it's broke when you got it they will replace it with the same item.
     
  9. mbboston

    mbboston CGF II, Certified Grumble Framer Level 2

    or why would any small business owner (or anyone else) ever support this mega chain
     
  10. Ylva

    Ylva SPFG, Supreme Picture Framing God

    Mira, did I do anything to #### you off or something?
     
  11. framah

    framah PFG, Picture Framing God

    Ya just can't seem to catch a break, can ya, Ylva. :shutup:
     
  12. Ylva

    Ylva SPFG, Supreme Picture Framing God

    It's people like you and some others who make it worth it though Ralph!

    It's just a bit strange coming from a framer one town over, who I have met several times, to pick so much on me. I expect professional courtesy at the least.

    Where I personally shop and where I choose to spend my money is my business only. Unless someone else will pay all my bills of course, then I might listen.
     
  13. cvm

    cvm PFG, Picture Framing God

    Hey mods, why was my post deleted?
     
  14. Mike Labbe

    Mike Labbe Member, Former moderator team volunteer

    It was reported for having a political agenda. Let's keep the pre-election trashing stuff in the political commentary area, for a friendly environment elsewhere.

    You replied before I had a chance to PM you about it. No infraction was given.

    Thx
    Mike
     
  15. cvm

    cvm PFG, Picture Framing God

    I hear ya, but I'm not really seein' how trashing folks who patronize Wal-Mart (and all the implied socio-economic-political baggage) is any more egregious than me pointing the irony of a specific person who was on Wal-Mart's board of directors.

    But that's why youse da boss!

    Cheers! :cool:
     
  16. IFGL

    IFGL SGF, Supreme Grumble Framer

    The hole wasn't dead central and the dvd would start to spin, it was out of balance and just stopped, they wouldn't exchange without the recipt, my own fault for not keeping it.
     
  17. mbboston

    mbboston CGF II, Certified Grumble Framer Level 2

  18. Ylva

    Ylva SPFG, Supreme Picture Framing God

    aha, okay.

    I am not saying I don't agree with that but unfortunately I can't just shop local or try to find made in USA products only.

    I have seen some of our suppliers use made in china labels lately as well....do you pull those samples off the wall if it is a product that sells well? Not talking quality because that would be pulled off my wall, but just the fact that it is made in China?

    I do agree that manufacturing should be brought back to the US but in this society it is not going to happen. People want cheap, stores like WM try to accommodate that.
     
  19. shayla

    shayla WOW Framer

    Wow. This thread is like the Energizer Bunny. :icon21:

    Ylva, your even-temper and conversational grace are admirable.
    But then, for all we know, you might be painting our names on the
    little mice you feed your python and smiling as he eats them. lol....

    P.S. Or she?
     
  20. Ylva

    Ylva SPFG, Supreme Picture Framing God

    Don't know if it's he or she. ;)

    No, I don't mind if people disagree. It's the way it's done that gets to me and I always wonder if those same people would say that to my face when they meet me, or use the tone that I 'hear' from the posts.
     
  21. framah

    framah PFG, Picture Framing God

    All I know is that one of these days in the somewhat near future, I intend on giving Ylva a big hug!!

    I have a trip to NE Pa planned in the future so be on the lookout!!:thumbsup:
     
  22. Ylva

    Ylva SPFG, Supreme Picture Framing God

    That would be fun!!!!!!! You know all roads lead to Byfield, right???
     
  23. Jeff Rodier

    Jeff Rodier SPFG, Supreme Picture Framing God

    If she comes to the beach here she'll get a big hug from me also. While you are here you can choose from numerous made in the USA products from our local WM's.
     
  24. Jeff Rodier

    Jeff Rodier SPFG, Supreme Picture Framing God

  25. Ylva

    Ylva SPFG, Supreme Picture Framing God

    I know that WM is starting to carry more made in the USA products again. Our local WM has Lodge cast iron again for example.
     
  26. framah

    framah PFG, Picture Framing God

    Explains why I keep getting lost in Eastern Mass!!:icon9:
     
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