Wednesday, 14 May 2014

Are You Being Served??!!

Yesterday I experienced two very different extremes of customer service.

Here's a little background information on the first story...

Last week I went to our local Hot Dollar variety store to purchase a few extra gifts for our school Mother's Day stall.  This store would have to be one of my favourites as it always seems that when I have looked all over for something I go there and they have it (you think I'd figure out to go there first wouldn't you !!)  So I spent up big buying multiples of various items for the stall.  I was in a rush, as usual, so when I saw a cute little melamine tray for $2.50 I just picked up the whole bunch of them together and added them to my shopping.

Well when I arrived at the school for Mother's Day wrapping I realized that one of the trays was broken...which then led me to take a closer look at the remaining trays and I saw that a dozen of them had a tiny crack near the fact you would never have seen it if you weren't specifically looking for it.

So yesterday I went with my receipt in hand to return the damaged trays....only to be met with the barrage of abuse from the shopkeeper...okay so most of the conversation was to her son in another language but seriously the tone and volume she used indicated that she was none too happy with my suggestion that the items were damaged when I bought them.  Seriously I would not waste my time returning a dozen trays for the sheer fun of it.  I tried to reason with her and her son as you could only see the crack if you were really analysing the trays.  Whilst I'm pretty sure that her son believed my side of the story there was no way that the lady was having it and she simply concluded the shopping experience by loudly accusing me of dropping the trays on the ground and trying to bring them back for a refund.

I have been shopping there for years, I have purchased in bulk for the past few Mother's Day and Father's Day stalls, birthday parties and the like but I will not be returning to that store again....yep that is my teeny tiny personal protest!!

So much for the customer always being right!!  I can appreciate that people would possibly try to return things that we broken after purchase etc.. but it is up to the shopkeeper to use their discretion...and at least be civil.

So then came shopping experience number two...

At about 3.40 pm Miss 16 informed me that she needed one more board game to finish her Design and Tech project that is due this week...and she needed it...well basically now!  

We had purchased the other board games from Salvo's so I said I'd try to get to the local one as soon as I had dropped Miss 5 off to dancing at 4.00 pm.  

I dropped Miss 5 off to dancing, got caught up with her needing to go to the toilet, then with her not wanting to do dancing today...thankfully the teacher prised her off my leg and I made my escape!

Rushing back to the car I called the closest Salvo's store to ask if they had a lot of board games at the moment...she informed me that they did but that they closed in 20 minutes so I'd have to be quick.

I was there within a few minutes, quickly made my way to the back of the store where there was a range of board games but not the kind that we needed...we need the type of board that when you put two together you will end up with a cube....if that makes sense!

I rushed back to the car, called the next closest Salvo's, which just so happened to be the one where we purchased some of the games previously, so I was kicking myself a little for not just going straight there!  They informed me that they too closed at 4.20pm.  Now I was at least a good 10 minutes drive away and that would be if the traffic lights were all kind to me!  

I started driving in the direction of the store but hit traffic straight away.  I thought about turning around and hoping that Kmart or Target had board games on special this week!  At that point I realized I had left my purse at home....a quick look in the centre console found a $5 note and I figured I might be able to find a few gold coins if I was lucky so I kept on in the direction of the Salvo's store like a woman on a mission!

At the first chance I pulled over and called the Salvo's store again to tell them that I desperately needed to get there to buy a board which they replied that they were closing in 10 minutes.  I told them I was on my way, probably 10-15 minutes away so would there be any chance they could wait til say 4.25 pm?  They guy replied that they'd be counting the cash so if I was quick enough that should be okay.

Well every red light later...and the fact that they are located on the other side of the road to the way I was travelling which required driving past to the next set of lights and turning around...I pulled up in their car park at 4.24 pm and could see the lights just being turned off...I ran...yes I actually the door, thanked them a thousand times, ran to the back of the store, grabbed a box of Trivial Pursuit, checked that the board was in good enough condition and then made my way to the counter.

At this point I remember that I only had my $5 note and one gold coin that I'd found under the car seat.  Seriously I sounded like a crazy lady going on about needing a board game, leaving my purse at home, finding some change in the car...blah blah blah!!  

The gentleman gathered up my money and said that for today that could be the price of a board game...aah the relief!!!

Oh my gosh, I was so thankful for the Salvo's store just waiting those extra few minutes!!

So there you have my two opposing experiences of customer service in the same day. Now to find myself another variety store to frequent!!!!!

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