I had a recent interview and one of the questions I was asked was “What was the worst customer service experience you had?”
Honestly, I was dumbfounded at this question. I knew I had experienced poor customer service before, but couldn’t think of a specific time. So naturally, I made up a story about Wal-Mart and got the job.
It wasn’t until getting my uniform, that I would have an unforgettable customer service disaster.
I had to order safety equipment for my job, I don’t drive and therefore must have items delivered to my home. As most people would expect when ordering online items will be delivered to your door or your community postal office.
Watching the online tracking I could see my package was out for delivery. Fast forward 10.5 hours later I had to leave (for driving school, ironically). I ended up missing the package by 13 minutes.
I package ends up at a holding depot 30 minutes away in another town.
I waited until noon the next day, and the tracking information hadn’t been updated (this companies policy is to update after 10 am local time every day). So I called the shipping depot and spoke with the manager asking them what was up, they assured me the package would be delivered tomorrow.
Tomorrow comes. It’s after 10 am and there’s no update. I call the shipping company again and ended up talking to some call centre in India–Classic!
He gives me instruction to leave a note on my front door for the delivery guy and could see in his “system” the package was indeed scheduled for delivery that day.
The package NEVER came!
I had to go to training that day and they let it slide that I didn’t have my safety equipment. I was given a warning if I didn’t have the next time I would be “let go”.
The Next Day
At this point, I’m irate (as someone who works in hospitality I never get this point) but I’m steaming at the ears. I call them again.
I explain the situation to the call centre lady. She was VERY good at her job and for the first time, I felt like I was getting somewhere. I made it abundantly clear to her if I didn’t get my safety equipment in the next 48 hours I would lose my job!
She understood and together we filed a formal complaint, made the package priority tracking, and contacted the shipping depot manager who had no choice by days end to contact me.
I speak with the manager and it was the same one from two days prior. I tell her if she doesn’t correct this issue by days end I would call corporate. She assures me that my package is a priority.
I call corporate anyhow and gave them my complaint file number and make sure that there is a tracked phone call with them. They told me they would look into the issue and don’t understand why this had been such as service failure.
The Following Day
THE PACKAGE NEVER COMES.
I feel defeated and call the shipping company again, giving no restraint to my profanities. The Manager ended up calling again. She apologised and said that this was yet another service failure on the companies behalf and that the driver would be facing disciplinary actions.
I’m told my package couldn’t be delivered until after the weekend. I tell her that’s not good enough and she needs to do better but nothing.
After the Weekend
My boyfriend rallies and helps me. We ended going to the store and buying the equipment before my shift (This made more sense than picking up the package as it was the opposite direction of where my work was).
I show up to work and they gave me a slide as it wasn’t the “right equipment” and I needed the other items. They give me a final warning.
I get home from my shift and….
THE PACKAGE NEVER CAME!!
The Next Morning
I had to work early and despite being given a warning tried to see if they would give me a slide or light duty options. I was wrong and let go.
I get a call from the holding depot asking when I’m coming into getting the package 30 minutes from my home. I tell them there a bunch of idiots and I’m refusing the package now.
This was only the beginning of the customer service nightmare I had to go through to get this equipment refunded to me. Stay tuned for Chapter 5b: You Call That Customer Service?!
This was one of the many events that happened to that contributed to my depression that was mentioned in Thank-you for the Love and Chapter 4: The Downside to Word of Mouth. I just wanted to share my experiences with those who seem to have continuous bad luck such as myself.
Have you had an awful customer service experience? Let me know in the comments below and don’t be afraid to give this post a like.