Customer service
 

This is the epitome of a first world problem and is by no means a rant, but it does make me wonder why companies who provide good customer support are so rare.

I had a coupon for 30% off CVS, so being a sucker for deals that prompt me to spend money that I otherwise would have, I went online and carefully ordered a selection of household items and toiletries that added up to $50. Free shipping only comes with orders of $49+. Yay for stocking up on razor blades at a good price.

Two days later I got an apologetic email from CVS saying my order wasn't processed correctly due to a glitch on their end and asking me to please resubmit. Well, okay guys. But if I can log into my account and plainly see a full list of items contained on the original order, I don't know why you are unable to reprocess it yourself.

But here's the catch. One of the items was $20, which made up the bulk of my $49 minimum purchase for free shipping, right? CVS somehow had managed to already ship that, despite "losing" my order. I asked them if I would still get free shipping even if the remainder of my order no longer qualified. No, they replied. My new order wouldn't meet the minimum. I asked if would still get 30% off. No, they replied. I had already used my coupon.

I mean, honestly. They had a few chances to make up for their error and keep me as a satisfied customer, but even the smallest gesture was apparently beyond them, constrained as they were by their automated systems and no authority to override.

. . . and no authority to override.[/QUOTE]


I think that's the real issue. As frustrating as it would inevitably be, a resolution is probably only available on the phone with a supervisor or even the supervisor's supervisor.

SWR
:beer3:

Do large companies simply figure it doesn't matter if they lose hundreds or thousands of customers, because there are more where they came from? That seems to be the attitude.

It is relative, though -- I lived in the South Pacific and Micronesia for a few years and most days, customers counted themselves lucky to get service at all. Most government jobs are sinecure and people move very languidly in the heat. ;)