04-05-2012 08:45 PM
I returned a modem for a refund. I was told that my account would be credited within 3 to 5 business days. When I commented that my account is charged immediately when I make a purchase, but questioned why it takes 3 to 5 business days for my account to be credited when merchandise is returned, the customer service representative very flippantly said "it takes 3 to 5 business days and yeah, it sucks."
I reported her to the customer service manager and her response was just about as rude. She stated "you've told me about this and I'll handle it, is there anything else you need?" For a customer service representative to reply with "it sucks" is totally inappropriate. Customer services managers who dismiss customer complaints and have no people skills are not particularly good for your business.
04-05-2012 11:35 PM
04-06-2012 09:49 AM
04-06-2012 02:38 PM
Thank you for taking the time to bring this to our attention and I sincerely apologize if you were treated unprofessionally while in our store in any way. Please allow me to assure you that we expect our employees to be respectful and courteous to our customers at all times, and I will make sure that your feedback is forwarded to the appropriate management personnel to be reviewed for future quality purposes.
Also, DanK did a great job of trying to address this for you, as it is accurate that the payment or refund process time would be determined the bank that administers your credit card. Therefore, I hope your credit is processed back to account as quickly as possible, and if you have any further questions please don’t hesitate to let us know.
Thanks again and have a great weekend,
|Sarah|Community Connector | Best Buy® Corporate|
04-07-2012 09:39 PM
Empathy was not what she was conveying.
She was rude and inappropriate - period. Customer service representatives should have people skills and "it sucks" should not be part of their vocabulary. Her supervisor didn't seem to be concerned about what the customer service representative said.