Thought I would just share with you a customer care story….
We went into a very well known carpet store on Sunday to buy a small inexpensive piece of carpet for a box room. We only wanted one piece approx 2 metres by 2 and half metres.
We selected the carpet we liked and asked if we could have a piece cut off the roll. We were told we could only have a piece 4 metres wide by 2 metres. This is normal practice and understandable – I was fully aware we would be wasting a lot.
Now please imagine a piece of carpet 4 metres wide by two metres. I asked very politely if they would mind cutting the 4 metre width to 2 and a half metre width to make it easier to carry in the car and to save me cutting it at home. They said they could not do that as they did not have the space to lay the carpet out. I asked if they could allow me to cut it but they could not allow that.
They said they would only make one cut as the second ‘dimension’ might be inaccurate and then I would complain. I said I would accept responsibility for them cutting it. I said I would happily watch them cutting it and I would even measure it myself before they cut it if they wanted. Again they refused to cut it or allow me to cut it or measure it.
I went to the cash desk to pay for the carpet and made another comment that I could not see why they could not make a second cut as they were already cutting the first piece without me watching and it did not seem to matter they may cut that to wrong dimensions. They said that is because they cut it longer by a few inches to make sure. I said again I would quite happily cut the carpet myself, measure it and double check but to no avail. They were simply not going to budge.
I paid for the carpet and waited. The person who had cut the carpet deposited it near the front door of the store on top of a display stand. He left without a word to anyone.
We eventually asked at the payment desk whether that was our carpet and whether we can take it away. ‘I think so’ said the young girl trying to be helpful. So I carried the carpet to the car in its full 4 metre by 2 metre length and loaded it. It would have been nice to have had two smaller pieces but, not to be I am afraid.
The point of this story is not that I had to carry the carpet to my car.
The point is this was pathetic jobsworth attitudes where the staff members refuse to even entertain a paying customer's very reasonable request and whatever I said I got back a jobsworth answer.
My biggest regret is that I actually parted with my money before I realised what a total shambles this was.
On the other hand I am delighted in one sense that I am able to let anyone I know the name of this well known company that will not get my business again. In case their solicitors read my Blog I best not name them!! but I am writing to their Chairman or Chief Executive to let them know about their customer care!
“Bah Humbug” in the words of their sales training videos I bet!