There are definitely different ways to ask for customer service assistance. Everyone has a different style and way of doing things.
For example, I have no problem Facebook-shaming a company. However, that is not my first attempt at getting something resolved. Usually an email or phone call will get things accomplished and rarely escalate to the public-shaming forums.
What this woman, Taylor Chapman, did in Florida to a Dunkin' Donuts employee is reprehensible. She works as a "videospokesperson" (I'm guessing they mean TV ads when they write this) for several local companies and I sincerely hope that every company she has worked for drops her ads.
Everyone that knows me also knows that I am pretty uptight about getting receipts. That being said there is definitely a hierarchy of receipt importance.
New high-end mattress? Receipt!
New television? Receipt!
Grocery shopping trip? Receipt!
Expensive dinner with a tip? Receipt!
Gasoline? Receipt!
Stopping at the Airport Quik-Mart for an ice cream bar? Preferred but my world won't end.
Late-night snack at Dunkin' Donuts? Preferred but my world won't end and I sure as heck won't berate and harass an employee over it!
Dunkin' Donuts, like Taco Bell, Sonic, Burger King and many other places have a policy that states if you are not given a receipt, your order will be free. None of those policies say that you can come back the next day and order two of everything on the menu. What you are supposed to do if you do not receive a receipt is immediately ask for a manager (or in the case of Taco Bell, call 1-800-THE-BELL) so they can look up your order and refund you for the cost of your purchase.
Does this policy work? Yes, it does. I have never attempted to get my money back but one time when I was at my local Dunkin' Donuts I was waiting for my order, the cashier realized that he had not given me my receipt and asked for my card to refund my money. Really? Thanks, but that's not necessary.
Even if something far worse than a missing receipt happened to Taylor Chapman, there is no reason IN THE WORLD to bust out the "N word" and go on a tirade about someone's ethnicity. Her rant makes her sound insane and is easily refuted. For example, DD doesn't sell French fries so I find it impossible that someone "pissed in her fries" as she claims. And if someone actually did do that, she's a moron for continuing to patronize that establishment. Further, blaming a bunch of college-aged DD workers for the 9/11 terrorist attacks does nothing to establish anything other than the fact that Taylor Chapman is clearly disturbed.
Taylor Chapman's video is preserved here on The Smoking Gun. She has deactivated her Facebook account.
Tuesday, June 11, 2013
Friday, May 31, 2013
Camelbak - Resolved/Rave
I have nothing but good things to say about Camelbak. I have only ever contacted Camelbak twice and it was years apart about two different issues.
I got my first Camelbak in 2000. It was a backpack and I bought it for a multi-day bike ride that I was going on (as a medic, I'm not that good of a cyclist). My backpack was so amazing that I started taking it to work with me as a firefighter. I could leave it on the engine all day and it stayed cold all day. It was great.
A couple of years later I got my first "better bottle" which is now the Eddy .75L. I had it for 4 years. Then one day my cat knocked it off my dresser onto the hardwood floor and it broke the little thumb thing that you use to open the bite valve. I called Camelbak to inquire about how to purchase a new one (it wasn't on their website) and the woman said they would just send me one. For free, not even charged for postage. I was pretty impressed because I had owned that for years. It came promptly and I was happy.
Then one day 2011, I got a notice about new colors and there was a lovely deep amethyst color. I had to get one. Or two. Or three. So for the last two years, I have had two full bottles in the fridge and one with me. All the time. In bed, in the car, on the sofa, at the table. When one was empty, I filled it, put it in the fridge and took a cold one.
About two months ago, two of them were starting to mold a day or so after being washed. I tried bleach, oxiclean, vinegar, boiling water. I called Camelbak and asked for their opinion. A very nice woman asked me a bunch of questions and then told me that they weren't meant for "storage" and they really needed some drying time. I asked her if I could order some tops through her and she said she would just send me three tops, bite valves and straws. She didn't even charge for postage. She told me to that after refilling to switch the top and let the other one dry out.
I can't think of another company that stands by their products as much as Camelbak does. You would think that this would lead to decreased sales because no one would ever need to be a repeat customer but you'd be wrong. I recently bought bottles for my wife and my mother because everyone should have a Camelbak!
http://www.camelbak.com/
customerservice@store.camelbak.com
800-767-8725
I got my first Camelbak in 2000. It was a backpack and I bought it for a multi-day bike ride that I was going on (as a medic, I'm not that good of a cyclist). My backpack was so amazing that I started taking it to work with me as a firefighter. I could leave it on the engine all day and it stayed cold all day. It was great.
A couple of years later I got my first "better bottle" which is now the Eddy .75L. I had it for 4 years. Then one day my cat knocked it off my dresser onto the hardwood floor and it broke the little thumb thing that you use to open the bite valve. I called Camelbak to inquire about how to purchase a new one (it wasn't on their website) and the woman said they would just send me one. For free, not even charged for postage. I was pretty impressed because I had owned that for years. It came promptly and I was happy.
Then one day 2011, I got a notice about new colors and there was a lovely deep amethyst color. I had to get one. Or two. Or three. So for the last two years, I have had two full bottles in the fridge and one with me. All the time. In bed, in the car, on the sofa, at the table. When one was empty, I filled it, put it in the fridge and took a cold one.
About two months ago, two of them were starting to mold a day or so after being washed. I tried bleach, oxiclean, vinegar, boiling water. I called Camelbak and asked for their opinion. A very nice woman asked me a bunch of questions and then told me that they weren't meant for "storage" and they really needed some drying time. I asked her if I could order some tops through her and she said she would just send me three tops, bite valves and straws. She didn't even charge for postage. She told me to that after refilling to switch the top and let the other one dry out.
I can't think of another company that stands by their products as much as Camelbak does. You would think that this would lead to decreased sales because no one would ever need to be a repeat customer but you'd be wrong. I recently bought bottles for my wife and my mother because everyone should have a Camelbak!
http://www.camelbak.com/
customerservice@store.camelbak.com
800-767-8725
Thursday, May 30, 2013
JJ Cole - Resolved
I purchased a JJ Cole System 180 diaper bag for my sister at Babies R Us in New Orleans in August 2012. One of the things that I liked about it was the straps that attached to the stroller so your basket wasn't taken up by the diaper bag.
My sister started using it when her baby was born in November. She called me a couple of weeks ago and told me that one of the stroller straps had broken. They are made of a stretchy, rubbery material and they'd probably be better off if they were made from fabric or the black, thick bungee cord material but in any case, they should not have broken after six months of use.
I called JJ Cole, had to push a bunch of buttons but then immediately got to speak to to Fred who was very nice. He completely understood and said that it occasionally happens. They offered free replacement straps and would have shipped directly to my sister except that she lives outside of the United States. They did ship them to me for free and they were shipped that same day.
All in all, excellent customer service.
JJ Cole - 800-987-6828
http://jjcolecollections.com/
My sister started using it when her baby was born in November. She called me a couple of weeks ago and told me that one of the stroller straps had broken. They are made of a stretchy, rubbery material and they'd probably be better off if they were made from fabric or the black, thick bungee cord material but in any case, they should not have broken after six months of use.
I called JJ Cole, had to push a bunch of buttons but then immediately got to speak to to Fred who was very nice. He completely understood and said that it occasionally happens. They offered free replacement straps and would have shipped directly to my sister except that she lives outside of the United States. They did ship them to me for free and they were shipped that same day.
All in all, excellent customer service.
JJ Cole - 800-987-6828
| customerservice@jjcoleusa.com |
Let the Adventure Begin
My friends know me for my outspoken ways when it comes to customer service, good or bad. I usually post on FB but I think this will be a far better outlet for my rants and raves.
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