Customer Service from Hell- In which a grinch named Vidal stole my Thanksgiving

December 5, 2019 ~ curiousreadings ~ 1 Comment

Submitted for your consideration- I didn’t want to go out and do all the shopping for Thanksgiving dinner, so I submitted an order through a service we’ll call Whipt.

First problem popped up when they tried to charge me $300+ for a damn turkey that did not sing and tap dance and stuff itself.

That might have been a fair price just to see.

Luckily, the other store I can go through had a regularly priced bird, so I ordered from there, and Vidal, my new favorite person in the whipt world, was on track to deliver.

Still, I thought, I should let Whipt know they have an issue, right? Yes, I should, so I hopped on the chat.

While chatting with Destiny J, I noticed that Vidal marked my order as delivered.. but it wasn’t. And there was a new item on the list… diapers.

That took me from irritable to infuriated.

Happy reading.

Nov 26, 2019, 5:31pm
Please hold for the next available Experience Team member. We look forward to chatting with you!

Agent joined conversation

Destiny J Nov 26, 2019, 5:45pm
HI Ari! How can I help?

Ari Nov 26, 2019, 5:46pm
you can tell me why a turkey is $300+

Or you can sit there and ignore me
Destiny J Nov 26, 2019, 5:48pm
A turkey would not be priced at $300+ through Whipt.

Ari Nov 26, 2019, 5:48pm
which is super charming

Oh really? See my local Smith’s

The lowest option was 90$
Destiny J Nov 26, 2019, 5:49pm
I apologize for the wait! We are extremely busy at the moment and I am handling several issues at the same time, but i will answer as promptly as I can. Our meat products are priced per unit.

If you see that amount it may be an error.

Ari Nov 26, 2019, 5:49pm
Before you call me a liar again, please look up the price of a Butterball at my local Smith’s

That error still means I couldn’t order it without a huge hold on my card
Destiny J Nov 26, 2019, 5:50pm
I would be happy to look into this for if you give me more information about the ityem such as the specific name

Ari Nov 26, 2019, 5:50pm
Butterball Whole Frozen Turkey

$334.35
Destiny J Nov 26, 2019, 5:53pm
When I look in the catalog I am seeing that this turkey is $19.37. I just sent a text message, if you don’t mind, can you screenshot the amount you are seeing so that I can get this reported

Ari Nov 26, 2019, 5:53pm
Please check your messages before you ask me to do things I’ve already done

For my order, I went to Target, where it was indeed $19.37.

In the screenshot I already sent you, you can see the $334.35
Destiny J Nov 26, 2019, 5:55pm
It takes a few moments for the message to load on my end but I do see the amount you saw, I will be sure to get this passed along to our team although, it does look like they caught the mistake. I apologize for the confusion!

Ari Nov 26, 2019, 5:56pm
And now I have to place TWO orders to get something done because your quality assurance is terrible, and I got the joy of being called a liar and treated like an idiot

Delightful.

After waiting on hold for who knows how long.

Is there a survey I can take on the service I’ve been provided, please?
Destiny J Nov 26, 2019, 5:59pm
I apologize that you have not had the best experience tonight! I did not intend to seem as if you were not being truthful, I can only see certain things on my end and I was stating what I can see. We aspire to provide excellent service and hope that you continue to use our service! You are more than welcome to fill our this survey.https://whipt-research.typeform.com/to/FdBwhb?

Ari Nov 26, 2019, 5:59pm
I also just received a receipt when I have not received my order

Nor any communication from my shopper. What in the world is going on over there?

That is an exit survey, at no time did I state I was cancelling my membership.
Destiny J Nov 26, 2019, 6:00pm
We are very busy at the moment, but that does not excuse the actions of the shopper. I am reaching out top him now.

Ari Nov 26, 2019, 6:00pm
Can I please get someone who can give me correct information?
Destiny J Nov 26, 2019, 6:01pm
I apologize, I would be happy to pass along any feedback you would like to our team.

Ari Nov 26, 2019, 6:02pm
I want to know what’s going on with my order. It says delivered and it is very much not. I haven’t even had a shopper reach out to me.
I want a survey where I can report my current issues for resolution.
Somehow $30 in diapers got added to the order I didn’t get
I have gone from vaguely irritated to absolutely furious
Destiny J Nov 26, 2019, 6:04pm
We monitor all feedback internally, so I can pass along any feedback you would like to share. I am calling your shopper now to get information on the status of delivery

Ari Nov 26, 2019, 6:04pm
please get me whoever you need to to fix this. now.

In fact, I’d prefer this order was cancelled and refunded immediately
Destiny J Nov 26, 2019, 6:06pm
Ok, give me a few moments to get the order cancelled, you will be refunded immediately and I will make sure to report the actions of the shopper. I will also apply a $30 credit on your account for all that you have gone through.

Ari Nov 26, 2019, 6:07pm
When will I have confirmation that this has been cancelled?
Destiny J Nov 26, 2019, 6:08pm
I have cancelled the order as of now and I can send you a receipt reflecting that the order has been refunded

Ari Nov 26, 2019, 6:08pm
I would appreciate that

Am I going to have to worry about this rogue shopper showing up?
Destiny J Nov 26, 2019, 6:09pm
No ma’am! I am going to make sure he does not deliver the items.

Ari Nov 26, 2019, 6:09pm
how does something like this happen so I can avoid it in the future?

Did he just think I wouldn’t notice an extra $30 out of my account?
Destiny J Nov 26, 2019, 6:11pm
This is certainly not a typical experience with Whipt, it appears we have identified a poor shopper and I will be sure to have him reported. This type of behavior is not acceptabe;.

Ari Nov 26, 2019, 6:11pm
now I’m wanting to go back through all my receipts and see what else I didn’t order and didn’t get
Destiny J Nov 26, 2019, 6:14pm
I am really sorry about that! I assure you , this is not a practice of all of our shopper, but you are welcome to review your orders and if you find any disprepancies, we’d be happy to make it right!

Ari Nov 26, 2019, 6:14pm
I notice the email hasn’t arrived yet, is there something you need from me?

that amount is incorrect according to the receipt I received

$90.58 is the amount I was charged
Destiny J Nov 26, 2019, 6:16pm
I actually sent two seperate receipts, the additional $37.52 was a remaining balance due to the additions on the order, but I have refunded the total $90.58

Ari Nov 26, 2019, 6:18pm
Then we’re just left with the survey.

and email address I can write to would be fine as well
Destiny J Nov 26, 2019, 6:20pm
Unfortunately, I did consult with my team and we do not have a specific survey, but you are more than welcome to email us at support@whipt.com with your feedback.

Ari Nov 26, 2019, 6:20pm
that is insufficient.

And then, they hung up on me. I was shocked too.

Customer Service from Hell- I don’t want your app edition

November 7, 2019 ~ curiousreadings

After 5-10 repetitions of me having to say the same thing, sometimes I go a little overboard.

I go full Seuss.

Enjoy.

I honestly cannot believe how ridiculous this situation has become. No one is paying the least bit of attention when I say this… but I’m going to try one. more. time.

I DO NOT WANT TO DOWNLOAD THE APP. I WILL NOT DOWNLOAD THE APP UNDER ANY CIRCUMSTANCES. NOT TO TALK TO PEOPLE WHO INSIST ON MESSAGING ME THERE, NOT TO UPDATE BOOKINGS.

Let’s try it Seuss style!

I will not load your stupid app

I will not fix your techno gap

I do not want it here or there

I will not use it anywhere

I do not like this ##### slog

I think I’ll put this on my blog

I am running out of fun ways to say

So I will post about you for days and days

When your name comes up, I’m filled with rage

Your service makes me feel trapped and caged

I will not load your stupid app

I will not fix your techno gap

If I cannot use my account with your site

Out my contract will run and my ass you can bite.

For now, I shall sign off with hopeless despair

Again, no one from your company cares.

Customer Service from Hell- Wizardry Foundry, please stop outsourcing your customer service.

September 13, 2019September 13, 2019 ~ curiousreadings

Just.. without words on this one. All I’ll say is that the products are beautiful, but if you ever think you’ll need support, don’t buy from these guys.

The original query- September 9

Hey there.. I placed an order awhile ago for what I thought was something small and compact to hold a couple decks.What I got is a pair of giant behemoths that, while extremely cool, isn’t exactly my idea of portable. I looked carefully at the measurements before placing my order for the Pro Tour.What I ended up with measures 12 x 10 x 4. Can you tell me where I went wrong?

Order # – SHO#5281

(copied and pasted from their website into the form so they’d see why I was obsessing over measurements)

What is the difference between the Grimoire Pro Tour and the Grimoire Deck Box?The Grimoire Pro Tour and The Grimoire Deck Box are different sizes.

The Grimoire Pro Tour is a smaller, more portable version of the Grimoire Deck Box. In contrast, a Grimoire Deck Box is designed to hold between 800-1000 cards, while the Grimoire Pro Tour holds 300-400 cards.

How many cards/decks can fit into a Grimoire Pro Tour?2 Ultra Pro Mana Flip deck boxes

3 Ultra Pro 75 card deck boxesmeasures: 8.07″ x 8.54″ x 3.7″weighs only 1.5 pounds

How many cards/decks can fit into the Grimoire Deck Box?1000 single sleeved cards or800 double sleeved cards10 Ultra Pro 75 card deck boxes 4 Ultra Pro Mana Flipmeasures: 9.8″ x 9.4″ x 3.5″weighs only 3 pounds

Reply 1- September 9

Hello Ari,

Thanks for getting in touch with us. Can you provide a picture od the items that you have received, along with their interior iside and also our packaging material?

As soon as we receive the photos, we will be able to evaluate the situation and provide you with a solid resolution.
Regards,
Radmila

Followup 1-

Packing materials is a no, I recycled them. Here’s what I can do.

(attached photos)

Replies 2 & 3- September 10

Hello,

Thanks for providing the photos that we have requested. Please allow us some time to evaluate the issue and we will get back to you in a timely manner.

Best,
Radmila

Hi Ari,

Can you also send us a picture of the other deck box that you have received and of its interior?

Best,
Radmila

Followup 2- (holy chao, why has this conversation gone this far?)

I am presently at work, it is exactly the same as the first one.

Reply 4- September 11

Hi Ari,

Please provide the picture of the other deck box at your convenience. Please understand that we need the photo, as per our policy.

Best,
Radmila

Followup 3- (why is policy at play here? I asked a question about which dang box I got, that’s all!)

Please understand that I don’t care about your policies. I am simply trying to find out if you shipped me the wrong box or not before I decide to throw good money after bad.

Can you answer the very simple question? Is there someone else that can? This lag time and these demands are obnoxious.

Reply 5- September 12- (Finally, an answer, and a demand.)

Hello Ari,

Thanks for your fast response.We have investigated the situation and indeed we sent the Full Size instead of Pro Tour Grimoires that you originally ordered. This is not a part off our usual procedure, but unfortunately, it has happened.

We can provide a return label for you to return the received deck boxes to us and after we receive the shipment back, we are going to send you the correct Pro Tour Deck Boxes.

Please let us know if that option works for you.
Best,
Radmila

Followup 4- (in which my patience is exhausted)

So, let’s walk for a minute together here, and think about this with some modicum of logic.

1. I ordered a smaller box.

2. You screwed up and sent me the larger box.

3. You are putting the burden of shipping these giant boxes back to you, with packing materials I no longer have and don’t really care to pay to replace.

If I really want the smaller box, why wouldn’t I just order it and hope that you get it right this time? Or, you know, based on the fact that it took multiple days and some pretty nasty demanding emails from you to get a question answered, just go find another company to do business with?

Frankly, your customer service leaves a whole lot to be desired.

Reply 6- September 13

Hello Ari,

I understand how this situation can be frustrating, so hopefully, we can get this sorted out for you.

We are operating within our company policy, which is very strict. Unfortunately, the mess up happened and you received the bigger and more expensive box than the ones that were originally ordered. By this reason, we have two options to propose in order to solve this issue:

1. We can make a swap and resend you the Pro Tour box once the Full Sized box is sent back to us
2. or you can keep the Full-Size box that you have already received and there is no need to send it back to us

Please let us know what option works better for you and we will follow up accordingly.
Thank you for your business,
Best,
Radmila

Followup 5- (and now I’m just done)

Wow.. congratulations, this is officially the worst customer service experience I’ve had in a while. Let me point out a few things.

1. I didn’t ask you to FIX anything about my order. I asked you if I received the wrong product. It took 5 emails to get an answer- does that seem efficient or helpful to you?

2. You have not apologized for the situation.

3. Again, I don’t give a damn about your policies, so please stop telling me about them- I wasn’t asking you to ‘fix’ me, I was asking for information.

I’ve come to the conclusion that this is outsourced support and you are paid per email. It’s the only reason you’d drag out such a simple conversation for so. dang. long.

Or you’re not too bright.

Either way, I’d like the contact information for someone above you, because I find it deeply offensive that you are paid actual money to do a job this poorly.

Reply 7- September 13- (in which we move into yup, this is gonna be a blog post territory)

Ari,

This is the supervisor for the support staff. I appreciate your kind words for the staff and we will get your situation squared away.

What solution do you have in mind? Obviously it does sound like you have your internal standard and policy you operate off.

Final followup-

Yes, my standards and policies revolve around first contact resolution, clearly a deeply unfathomable concept in the shop you’re supervising. There’s also some pretty strong principles around truly trying to help people with efficiency and effectiveness, expressing regrets when a customer is inconvenienced, and trying to genuinely walk in your customer’s shoes.

Your sarcasm, snarkiness, and lack of anything resembling approaching consideration have helped make up my mind about whether or not to purchase more goods from the company. I love the product, but I don’t want to be stuck dealing with you if something goes wrong.

I truly hope that you don’t go home at night feeling like you earned the money you’ve made if this is any example of the work you and your team does. This isn’t service, this is annoyance until a would be customer shuts up and goes away.