Would Poor Customer Service Influence your Decision?

[eno0609]

So I made DH go to a store yesterday to 'try out' the new Phil and Teds Explorer with the intention to purchase if we liked it. (We also kind of need it because we sold our Vibe a couple weeks ago and DD still wants to sit/nap when we're out for a while). We only had DS with us and pushed him around in it for at least 15 min. in plain view of about 4 staff at the store. No one asked us if we needed any assistance had any questions about the features etc. (no eye contact was made either to let us know that they were available if needed) Since I kind of know how these strollers work it was okay at first but I was wondering about the new fold for example.

When I asked if they had a particular colour in stock I was told 'yes', then I asked if the double kit was available as well in that colour and I was told 'no'- I guess the fact that we were pushing him around in the double kit was not an indication that we were interested in it as well?! I then had to ask when it was going to be available etc. - no offer of this info was made. As an after thought the person asked if I'd like to be called when it came in (end of next week). Is it just me or should there not be an attempt at customer service when someone is about to spend almost $800?

Afterward I called our neighbourhood store (where we got our Mac XT and actually received a 'demonstration') the Explorer is on 'back order' there and they weren't specific about a date it would be available. It is available online at a store in another province with free shipping. WWYD? Forget about the first place (half an hour drive away) and wait until the neighbourhood store has it in stock or order online for instant satisfaction....I'm almost hoping that if I wait then DD will suddenly outgrow wanting to be in a stroller and I can get the MB Urban Jungle that I really want

Does/has poor customer service influenced your decision to purchase when there is limited availability?

[arivecchi]

Absolutely. I only purchase from places with great CS. I do most of my shopping online because I cannot deal with the poor CS of most B&M stores.

This is a big purchase, so I would only buy from a site with great CS in case there are issues.

I PMd you.

[lhafer]

Well, I am an online shopper. So I try to go to a store to try it out in person, then I will go home and order it online!! That way I usually skip out on taxes, and typically get free shipping, depending on the site.

So if I buy an Explorer online plus a doubles kit, I've spent $570. If I were to buy it in the store, it would cost me over $617. That's $47 I could use getting other stuff!!

The poor customer service would turn me off. But would it prevent me from purchasing something? Probably not. The sales tax would. But that's me, in my state.

[crl]

Under those circumstances I would order online. I will actually go out of my way to avoid ordering something from a place where I have gotten bad customer service. And in this case it would be more convenient for you to do it online.

Catherine

[AnnieW625]

Agree with everything that the prior posters have said. I hate bad customer service period.

[wellyes]

Order it online, and send an email to the customer service inbox at the store about exactly why they lost several hundred dollars of your business. It will be a gift to the store owner (as opposed to, say, putting the exact same info on Yelp) and I would not be surprised if you got a gift certificate for letting them know.

[MamaBear]

Absolutely. There's a very high end store near us - but I insisted we drive to the 'burbs to buy our Cameleon because of their customer service. I did order a new carseat from them last month, because nobody else in the area was taking pre-orders, and as of yesterday have been reminded (again) why I don't like shopping there.

[eno0609]

Thanks ladies... you're all thinking what I'm thinking- definitely going to stay away from that place especially since I have a couple other options.

Thanks again for the PM info arivecchi.

lhafer - I'm in agreement on saving $ unfortunately since July 1st our province now has HST (combined 13% tax) so even though the province where the online store is does not- I would still get charged the HST (unless we did a road trip to Montreal) before HST I would have saved 8% by having it shipped from another province.

Good idea about emailing the owner Wellyes- I was considering Yelp...unbelievable- but there are about 6 positive reviews for this store on yelp!

[mikeys_mom]

I agree with all PP's about poor customer service not being acceptable. I can think of several high-end baby stores in the GTA with horrible customer service. I feel no guilt about going to one close to me just to try stuff out and then ordering online or from a different store. It's their loss that they don't treat customers properly and hire staff that know very little about the products they carry.

[MamaBear]

Originally Posted by eno0609

Thanks ladies... you're all thinking what I'm thinking- definitely going to stay away from that place especially since I have a couple other options.

Thanks again for the PM info arivecchi.

lhafer - I'm in agreement on saving $ unfortunately since July 1st our province now has HST (combined 13% tax) so even though the province where the online store is does not- I would still get charged the HST (unless we did a road trip to Montreal) before HST I would have saved 8% by having it shipped from another province.

Good idea about emailing the owner Wellyes- I was considering Yelp...unbelievable- but there are about 6 positive reviews for this store on yelp!

We just got the HST in BC, too. Does it get applied on orders from Alberta?

I (obviously) don't know what store you're talking about, but when we lived in TO I went to one and was shocked at how clueless the staff were. I ended up answering questions for one of the customers!