Wednesday 6 August 2008

feel the love

I hate grocery shopping. Hate it. I would rather chew off both of my own arms than go to Tesco on a weekend or evening, so we've been doing all of our shopping online with Ocado (Waitrose.) On the most part, it's been fine. Sometimes they give you stuff that's due to go off in 2-3 days, but no biggie - it can go in the freezer. Recently, we've had a few little niggles and an incident last night prompted me to give their customer service department a ring. It went thusly.

Me: Hello, I have a problem with my order today. I ordered English muffins and they were substituted with bagels.
Customer Service Girl (CSG): Yes...
Me: Well. Erm. That's not really a great substitution, especially considering that the bagels were already on my list. Now I have two packages of bagels.
CSG: Okay, let me explain our substitution policy, because you're obviously too retarded to understand how this all works. [Lisa's note: I might be making up that last bit.] Rather than sending you nothing, we send you a substitute.
Me: Yes, but bagels for muffins was a bit odd.
CSG: What you need to do is give the item back to the driver immediately. I'll give you a refund on it this time, but that's what you should do.

So a) I should have known better and b) she doesn't really give a rat's arse. And for this I pay an extra £3 per delivery. I also complained about our groceries arriving soaking wet the last three times because of condensation in the delivery van (as explained to us by the drivers), and CSG informed me that if it happened again, I should call because it would then be considered an ongoing problem. I reiterated that it was the 3rd time this had happened, so it was ongoing. CSG said she would investigate.

When a customer complains (reasonably), all you really need to do is listen, agree, apologise, and make it right. For example: "You're right, bagels for muffins is a bit rubbish. I'll refund your £1.79 right away. And hey, have you lost some weight? You look GREAT." Sorted. Not difficult.

No comments: