It’s all in the experience

As sometimes happens, buying things – which deals with money (something we don’t have a lot of) – occasionally requires returns. Dealing with returns means dealing with customer service people. Lately, I've been on either end of the spectrum when it comes to my customer service experience.

Thumbs down:

Target. My son bought a video game from Target; the audio component of the game didn’t work properly. He called their 1-800 customer service line and was told that he could return the game for cash. I didn’t think this was their policy, but the customer service person also assured him that no receipt was necessary if he purchased the game with a gift card. The difficult part came an hour later when dealing with the representative at the store who told him no, you cannot get cash with or without a receipt and you must get the same game again or store credit. We handed over the old game, and went to get the replacement.

Bear in mind that whenever I’ve returned something, the Target rep has always told us to go straight back up to the return desk; we didn’t have to stand in line all over again, as our transaction was still in process.

So you can imagine how off putting it was when “Amanda” angrily stated, “Ma’am, you need to get in line.” Feeling like a grade-schooler, I babbled my explanation of why I was taking cutsies and went straight to the desk instead of back to the end of the line. “Amanda” interrupted me, rolled her eyes, and treated me like I was a being sneaky. Like I was trying to bamboozle her. But she conceded to assist us (“Fine, I’ll help you”), even though “That’s never been the way it works. Never.” She then took the game, fiddled on the register, interrupted my son mid-explanation and told him no, she wouldn’t exchange the game. “We don’t do game exchanges if the merchandise is over $45.”

My son and I were stunned. Broken game, he just paid $60 in Christmas money for it, and they wouldn’t exchange it?

“No.” Not no, I’m sorry, here is the policy; no, I understand it’s frustrating; but flat out, “No. If you have an issue, call our corporate office. You want their number?”

You know when you’re so annoyed with someone you won’t even give them eye contact? That was me. I’m a pretty reasonable person (or so I think). Explain something to me kindly, and honestly, and I’d understand. Agree? Different story. But I will earnestly try to see your point of view. But my 13-year old, who now had spoken to 3 different adults in relation to this same issue, had gotten 3 different messages from the company’s representatives. He was fighting back tears on our way back to the car. "They lied to me, " he sighed as he processed that his $60 gift money was now gone. In exchange he had a game that didn’t work. Worse, he was told this by a really rude 22-year old GIRL who clearly hates her job and maybe even her life and probably has all kinds of terrible things happening to her because of her inherent nastiness. A veritable karma sludgefest. I would probably feel sorry for her if I didn't dislike her so much. grrrrrrrrrr…

Thumbs up:

Mia Bella, at West & Bullard. Excellent products, phenomenal service. The staff there is very upbeat and helpful, and interested in getting the customer connected with the right product. I bought the dress and heels that I will be wearing to the wedding at this store, and after my experience there, I’m hoping they expand their clothing offerings beyond evening wear—because I’d be there as much as possible. Amazing clothes, great prices.
Moms, helping teens shop for prom? Check them out!

Zappos.com. Buying 3 pairs of shoes in 3 different sizes to match a dress hanging at home in a closet – no easy task. Add on top the knowledge that one pair of shoes will likely be worn one time. READ: The cheaper the shoes, the better.

Lacking time with the kids during regular shopping hours and the ability to drive all over town to find 3 pairs of matching shoes that match the dress… I went to Zappos.com. Zappos is an amazing online shoe store, with great prices, great shipping policies, and a huge selection.

I ordered the shoes. They matched the dress. And two of the three pairs were too small. D’oh!

No worries. I called Zappos customer service, who assured me that I could exchange the shoes for the correct size, AND they would transfer the money from that first purchase to the second purchase. Meaning, I didn’t have to find the cash to buy the second set of shoes; they would just apply the funds I’d already paid to the new purchase. Best of all: They would ship the shoes to me, overnight, at no cost.

What I’ve learned: Kindness in customer service goes a long way, in good news and in bad. As much as I intend to avoid the customer service department at the Target near my home, I also know that Mia Bella and Zappos.com have made my “LOVE THEM” list.