LETTER

 

----   A customer's guide on how to lose a customer

 

The customer's responsibility: place your order online, pay for it via credit card.

Merchant's: have an automated response e-mail that gives you a time frame for delivery.

Time for suggested delivery has passed, customer calls the store looking for order. Merchant looks for order and says it will be another 30 min. Until it's processed. New time frame has elapsed.

The second time frame has elapsed, customer calls back and speaks with an employee looking for the manager; eventually manager comes on phone, argues, yes, argues with the customer that a phone call had been made to their home and could not reach anyone.

Customer disagrees vehemently with the manager stating that they had been home since placing the order and that no one had called. The manager offers to reimburse the money prepaid.

Customer suggests just sending a secondary order, with no charge for the trouble, but the manager flies off verbally, stating that they will not give away a free product.

Order is cancelled, business loses.

If as a recognized, local eatery, you're going to treat customers this way, you can certainly expect a large drop in customers in the future.

Isn't this horrible customer service?

Name withheld

Aylmer