Sure does put things in perspective doesn't it. All affected by this terrible tragedy are in my prayers. Hopefully some sense of normalcy will return one day...
What is wrong with costumer service??
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Sure does put things in perspective doesn't it. All affected by this terrible tragedy are in my prayers. Hopefully some sense of normalcy will return one day...
Years ago when I was in college I worked at company part time taking phone orders and providing customer service for a wig company. We had zero training and NEVER and I mean not ever saw the wigs. They pretty much had the same collection all the time and every once in a while added something new. We had lots of cancer patients calling and asking questions and we knew nothing except for what is in the catalog (this is before online days). Essentially we were just winging it. I always thought for these types of job that perhaps they had periodic meetings where they discussed the products/new products. But no. Wonder if Coach is the same, maybe the phone reps have never seen these bags.
No excuse for bad services regardless. But that aside, I have often wondered about that. The reps just seem to be looking up items online and have no real info
No excuse for bad services regardless. But that aside, I have often wondered about that. The reps just seem to be looking up items online and have no real info
Funny you mention this about lack of training....when I was on the phone with JAX last night, I ordered the Borough bag and the rep confirmed my order for the "brogue bag." She was obviously trying to read it off the computer and struggling with what to call it. Very sweet lady and provided excellent service, but clearly not familiar with the current merchandise. On another day, though, I had a rep who was able to chat me up about all the bags and pending new arrivals. Not sure if that means different call centers or just differences in reps.
I do think in this "new economy" less people are working with more to do. I also think in this day and age people won't and don't have to pay for 'good.' You can go around the corner, or down the street, or online and get 'Great.' Someone having a "bad" day and dealing with the public......suck it up buttercup....because if you're not great, I'm going someplace else!
That could very well be.....the company I work for now has call centers in the US, Ireland, India, Canada etc. And even in the US there are 3 locations. It is the luck of the draw where you get sent. The training the reps receive vary vastly from site to site
Infamous = really bad. (Like Pearl Harbor, a day that lives in infamy. ). Not sure I follow....unless you think they should not be using them? I've wondered about these letters sometime s.....
So glad you didn't shop there that day, either. And great post. What a perspective maker this is!
I have a Coach policy question.
I was interested in another Coach jacket that was available only online and I called my local Coach store last night. I wasn't sure of the sizing so I wanted to order through the store. My reasoning was that way if I returned it the store would not get dinged for the return.
I thought I was being nice! Haha. The SA said that she would have to charge me an extra $10.00 to have it shipped to my house. Really? I could have it shipped to the store without the charge but it would mean an extra trip to bring it home and try it on, see how it compared to my other jacket etc.
Has this always been the case? It seems very petty to me and was quite off putting.
It turns out the jacket was not available anyway even though it says it is on the website.
SAs have told me that I would need to pay $10 for shipping items from the shoe sales. Unless I ordered more non-sale items that exceeded the free shipping minimum. (I used PCE on both items in my case.)
I would think a jacket would cost more than the $150 free shipping minimum.
As someone whom works in luxury Sales in the Mall of America, I can tell you that Customer Service should be a given, but sadly the days of treating a customer like you would want to be treated are over. I make sure I go above and beyond for very guest I have the pleasure of working with, as I said, working in the Mall of America means I have to compete with 500 other stores. I've always politely informed a manager if I feel I was given bad service, all you can do is smile and take your business elsewhere.
I told her I wanted to order a jacket but she never said 150 and over is free. She just said there will be a 10.00 fee. Maybe she's new!LOL My favorite SA left. :0(
Sorry, I didn't read every post in the thread but I wanted to say, keep in mind when you are calling. Like jax jas set hours and someone will answer the phone after hours but they are not CS. They can take orders and that's about it. So maybe that's who some of you are getting? The answering service/order takers.
I have a Coach policy question.
I was interested in another Coach jacket that was available only online and I called my local Coach store last night. I wasn't sure of the sizing so I wanted to order through the store. My reasoning was that way if I returned it the store would not get dinged for the return.
I thought I was being nice! Haha. The SA said that she would have to charge me an extra $10.00 to have it shipped to my house. Really? I could have it shipped to the store without the charge but it would mean an extra trip to bring it home and try it on, see how it compared to my other jacket etc.
Has this always been the case? It seems very petty to me and was quite off putting.
It turns out the jacket was not available anyway even though it says it is on the website.
I've had them ship to my house for free, but last couple of times they wanted to charge me the $10 shipping. I told them the first time that I've never been charged before and the SA didn't charge me. The second time they wanted to charge me, I told them I could get free shipping online and they didn't charge me the shipping that time either.
I thought the policy was that if they didn't have the bag in the store they would ship for free, but guess not.
The SAs are eager to help you and will always try to find a way to solve a problem. SAs want to cultivate good relationships with their customers. Try to find a SA you have rapport with and shop with her (or him). I am guessing it's NO problem to place phone orders with your SA or favorite boutique and it benefits you b/c if something goes wrong, they will really want to help you. I know they go the extra mile for customers.
Thank you for the information. If the jacket doesn't fit, I will definitely take it back to the store if it doesn't fit and hope they honor the PCE (when I get the guts to go back). I am so hoping it fits. It will be here on Thursday.
I talked to Coachfactory customer service several times, I can say I am not satisfied for most of them, the representative are rude and impatient.
The last time I called for I ordered a satchel and another bag, but a few days later, I got an email said that the satchel is not available, they have to refund me for it, and I still have to pay shipping for one bag, ( I try to order more in one transaction to save some shipping) I complained politely for their fault, and try to ask them to take off the shipping fee, And then I found out I am in their black list, I can't log into the website with my original account anymore.
The last time I called for I ordered a satchel and another bag, but a few days later, I got an email said that the satchel is not available, they have to refund me for it, and I still have to pay shipping for one bag, ( I try to order more in one transaction to save some shipping) I complained politely for their fault, and try to ask them to take off the shipping fee, And then I found out I am in their black list, I can't log into the website with my original account anymore.