The customer support rep was neither supportive nor customer-focused.

I had ordered a new mattress to be home delivered on Tuesday. I told the sales rep, I’d be available all day until 4pm, when I had to leave for a dentist appointment. No problem, he said. The delivery people will call the day before and tell you the 2-hour window when they’ll be at your house.

Well, I got a text, not a call, at 7pm Monday evening telling me the mattress would be delivered at—you probably see this coming— 4PM. Argh.

I called the customer service number and the rep obviously didn’t want to be bothered by this. I told him the rest of the day was fine, but I couldn’t make 4pm because it was now much too late to reschedule my dental appointment. He told me the delivery firm has a computerized system that spits out a schedule which then cannot be altered.

When I pushed back, he then said something that really got me: “Well, if you’re willing to pay an extra $49 for our VIP customer experience, you’ll be able to pick whatever time of the day you want.”

Wait. You just told me the computerized schedule was unalterable. Now you’re telling me you can change the schedule, you just won’t do it without charging an extra fee.

If I didn’t need the mattress quickly, I would have canceled the order right then and there. The economy is stalling, prices keep rising, and here you are charging customers more for something that should be pretty simple. Then, you blame the deliver company for setting up the rule. Yet, your VIP option proves everything you just said was inaccurate and untrue.

To top it off, this company sent me several reminders to complete a survey about my customer experience. Its not that I cant find something good to say about the company, just that—considering how they treat customers—I won’t.

Let us help your business rise to the top.

linda@popky.com
(650) 281-4854
www.leverage2market.com