Complaints, Compliments and general feedback - Page 6

BBx · 20-11-2008, 00:06

Quote:

Originally Posted by Blackstar

My mum is the queen of complaining (worse than BBx)

She is my idol.

*worships*

BB x

Pheebs · 20-11-2008, 08:36

HSBC managed to poop up again recently with us. I have become quite tired and weary of complaining to them buuuut it had to be done.

So phonecalls later, lots of tea and a nice long email (of which wasn't my standard happy type complaint email - I am a nudge away from leaving them so expected answers and a damn good reason why I should stick around).

Anyways. Where we were supposed to have an overdraft there isn't one - but they're sorting that out for us, plus they're reimbursing us the monies they charged us in error and sending us wine.

Normally I'm not very bribable... but this is wine.

I have told them though "to be honest... wine won't convince me HSBC is a good bank but feel free to send it through!" and I've said any more massive muck ups in the near future then they can say good bye to our nearly 10years of loyalty, business bank account, personal bank account (x2), joint account and life assurance (oh and as soon as mortgage is up - bYyyyYye!)!!

They're useless. If anyones thinking of swapping banks just plain avoid HSBC. They were great when I had lots of money flood in, but as soon as I moved that to a savings account elsewhere they've become enormous egits.

AboveTheSalt · 20-11-2008, 09:01

I returned a non-stick frying pan to John Lewis yesterday, on which the two of the four spot-rivets on the handle had failed. The frying pan was old and well worn. They asked for my details but I said that I wasn't looking for a refund or a free replacement, I just wanted them to be aware of a potential problem.

As I was wandering about John Lewis elsewhere, I was approached by an Assistant Manager who said that she did want me to be happy shopping at John Lewis - which I confirmed I was - and that she wanted to offer me a full refund. I repeated that I wasn't making any sort of complaint or looking for a refund but she insisted.

I just love John Lewis, they really are a benchmark for customer service.

Pheebs · 20-11-2008, 09:09

Aww I miss John Lewis. They're the best.

Booo to Exeter having no such store

Stan_Lite · 20-11-2008, 09:34

Quote:

Originally Posted by Blackstar

Working in retail really makes you appreciate staff if they are nice and fuming if they are useless.
When people are crappy to me in shops i complain, there is no need for bad service they are being paid to be there (granted not enough sometimes). I've never had a circumstance where i've been rude or given bad service, even when they have been vile to me. If things are out of my control like faulty or suchlike I apologise and sort it out.
When people are nice but firm they usually have their problem sorted quickly and efficently. Get your knickers in a twist (when it isn't needed, there are some cases where it is) and it really doesn't help you any and slows things down.
My mum is the queen of complaining (worse than BBx) we've had so many 'complimentary' sweeteners to say sorry. My younger sister has graduated from the same school and has just gotten £40 from RBS because they have been awful.

That was pretty much my outlook when I was working in retail. If someone came in and said something like "Excuse me mate, I bought this the other day and it's faulty. Any chance of a replacement?" I would say "No problem mate, I'll just get one off the shelf for you. Sorry about that."

If, on the other hand, they came in shouting and swearing "What sort of a ****ing shop is this. I only took it out of the packet and it's ****ed, I'm never coming back to this ****hole again. I want my ****ing money back NOW!!", they'd get fobbed off.
"I'll just fetch the manager sir". Nip outside for a fag, wander slowly upstairs to the manager's office. "Hi Dave, there's a right mouthy git downstairs whingeing about some faulty goods. He's been a right pain, shouting and swearing at me."
Manager would wander downstairs 5 minutes later, making the guy even more riled. "Now then sir, I believe you've been verbally abusing a member of my staff. These people are not here to be abused because you have anger management issues." If the guy calmed down and apologised, he would organise the refund himself, if he started on him, he would throw him out of the shop and tell him not to come back

One of the best bosses I've ever had.

lostkat · 21-11-2008, 07:14

Quote:

Originally Posted by AboveTheSalt

I returned a non-stick frying pan to John Lewis yesterday, on which the two of the four spot-rivets on the handle had failed. The frying pan was old and well worn. They asked for my details but I said that I wasn't looking for a refund or a free replacement, I just wanted them to be aware of a potential problem.

As I was wandering about John Lewis elsewhere, I was approached by an Assistant Manager who said that she did want me to be happy shopping at John Lewis - which I confirmed I was - and that she wanted to offer me a full refund. I repeated that I wasn't making any sort of complaint or looking for a refund but she insisted.

I just love John Lewis, they really are a benchmark for customer service.

Quite impressed with that actually.

I emailed Typhoon a few months ago about some sugar/coffee/tea tins I'd bought from their range. They've gone rusty on the bottom and are knackered after just over a year and I was pretty disgusting. I wasn't hankering for a refund and said as much, but I wanted to alert them to a quality issue they had. This was reinforced by the fact that my boss has the same tins and the same had happened to hers.

I got a snotty email back saying thanks for contacting them etc. etc. but my tins were over a year old and so didn't qualify for a refund. Then they went on to say that it was because when I'd washed them, I'd used something abbrasive. I was really annoyed that they'd not even really read my letter and understood what I was trying to say! I'd already mentioned that I only wiped them down with a damp cloth and I'd said I didn't want a refund.

Didn't bother responding becuase it felt like I was banging my head against a brick wall. I won't be buying anything from them again though.

I never normally complain, but I think I've been inspired by BBx

This week I've sent off 2 letters. One went to Natwest to express my shock and amazement at them putting up my home insurance policy by 46% for a renewal, depite me having made no claims. I cancelled the policy. The second went to Ikea about their crap call centre who give out duff information. I don't expect anything to come of them except for a generic "we care what our customers think" letter, but I feel better for it.

jmc41 · 21-11-2008, 08:08

Quote:

Originally Posted by Bigstan

Manager would wander downstairs 5 minutes later, making the guy even more riled. "Now then sir, I believe you've been verbally abusing a member of my staff. These people are not here to be abused because you have anger management issues." If the guy calmed down and apologised, he would organise the refund himself, if he started on him, he would throw him out of the shop and tell him not to come back

One of the best bosses I've ever had.

My last boss is retail was good like that. I remember one instance when the customer was being a pain about wanting a discount on something, I took and look and offered him 20%, we normally only go to 10%.

He wasn't happy and wanted my boss, so I rang him up and he offered the guy 10% off. Then told him he's made the call he could have 10% or nothing when he suddenly wanted 20% off! Of course these days management back up is like a forgotten dream, ah well.

Stan_Lite · 21-11-2008, 10:08

That boss was pretty good. As far as he was concerned, keeping his staff happy and comfortable was more important than selling his soul for the few quid he might make from one awkward customer.
Must have been one of the best retail jobs going. It was a builders merchant/DIY shop, so quite a manly job. The wages weren't brilliant but the perks were good - we got unbelievable staff discount at cost+5% which applied to immediate family as well, 7 weeks holidays and paid sick leave.

BBx · 21-11-2008, 10:33

Quote:

Originally Posted by lostkat

I never normally complain, but I think I've been inspired by BBx

\o/

BB x

jmc41 · 21-11-2008, 18:56

Bigstan: Sounds like a cracking job, why did you leave?

The retail one I referred to also DIY, but discount was 20% or 10% on electricals and you had to be there about 6 months first, and only one other signed family member could use it.

On a seperate note the only time I've written and complained and actually gotten a response was with Natwest. There is plenty to complain about but in this instance it had taken me about an hour to get a load of cash out for a desposit at lunchtime. They did say there were working on it, getting more staff etc.. and to be fair it was improved when I next went in there.

20-11-2008, 08:36	#52
Pheebs Deep Throat Join Date: Jul 2006 Posts: 6,512	HSBC managed to poop up again recently with us. I have become quite tired and weary of complaining to them buuuut it had to be done. So phonecalls later, lots of tea and a nice long email (of which wasn't my standard happy type complaint email - I am a nudge away from leaving them so expected answers and a damn good reason why I should stick around). Anyways. Where we were supposed to have an overdraft there isn't one - but they're sorting that out for us, plus they're reimbursing us the monies they charged us in error and sending us wine. Normally I'm not very bribable... but this is wine. I have told them though "to be honest... wine won't convince me HSBC is a good bank but feel free to send it through!" and I've said any more massive muck ups in the near future then they can say good bye to our nearly 10years of loyalty, business bank account, personal bank account (x2), joint account and life assurance (oh and as soon as mortgage is up - bYyyyYye!)!! They're useless. If anyones thinking of swapping banks just plain avoid HSBC. They were great when I had lots of money flood in, but as soon as I moved that to a savings account elsewhere they've become enormous egits. __________________ http://www.spiffingdesigns.co.uk

20-11-2008, 09:09	#54
Pheebs Deep Throat Join Date: Jul 2006 Posts: 6,512	Aww I miss John Lewis. They're the best. Booo to Exeter having no such store __________________ http://www.spiffingdesigns.co.uk

21-11-2008, 10:08	#58
Stan_Lite Stan, Stan the FLASHER MAN! Join Date: Jul 2006 Location: In bed with your sister Posts: 5,483	That boss was pretty good. As far as he was concerned, keeping his staff happy and comfortable was more important than selling his soul for the few quid he might make from one awkward customer. Must have been one of the best retail jobs going. It was a builders merchant/DIY shop, so quite a manly job. The wages weren't brilliant but the perks were good - we got unbelievable staff discount at cost+5% which applied to immediate family as well, 7 weeks holidays and paid sick leave. __________________ Just because I have a short attention span doesn't mean I...

21-11-2008, 18:56	#60
jmc41 Absinthe Join Date: Mar 2007 Posts: 1,070	Bigstan: Sounds like a cracking job, why did you leave? The retail one I referred to also DIY, but discount was 20% or 10% on electricals and you had to be there about 6 months first, and only one other signed family member could use it. On a seperate note the only time I've written and complained and actually gotten a response was with Natwest. There is plenty to complain about but in this instance it had taken me about an hour to get a load of cash out for a desposit at lunchtime. They did say there were working on it, getting more staff etc.. and to be fair it was improved when I next went in there.