A Customer Complaint Conundrum

[karrie]

I went in to Rona with my husband, with some measurements and design ideas for our kitchen. We wanted to sit down and talk to someone about possibilities, but, the way they work it is that you drop off the measurements, pick some styles, and they come up with the ideas. So, we handed over our drawings and measurements to the woman, who took a cursory look at the pencil on graph paper drawings, and huffed in displeasure. "These are awful"

The kitchen, oddly enough, is 15' wide... 180", and darned if my graph paper wasn't exactly 180 grids wide. So, the scale is perfect, one square to 1". Neatly drawn, and everything precisely in its place. She proceeded to complain because she couldn't tell where the window moulding was. Couldn't tell what size of appliances we'd planned for, couldn't tell.... argh. So, she essentially said "Go home and take proper measurements for when you come back for your quote."

It was almost 2 weeks before we got called back to our appointment, and when we got called back, she AGAIN bitched that the drawings made no sense, and told me to take proper measurements. She also informed me that she'd passed my file on to someone else. Phew.

When we got in, almost our entire appointment consisted of confirming the measurements that were already on the drawing, and correcting incorrect numbers she'd scribbled all over everything. She hadn't done ANYthing with our file. At the end of the meeting, the man we were talking with looked at the whole thing and said, "This was an awesome drawing, I don't understand the confusion."

I echoed his sentiment, and explained that we must have done something to piss the woman off when we walked in, because she'd been very rude. He apologized, and made a comment to the effect of "I doubt you did a thing."

Well, today, I got a phone call. From the gentleman at Rona. He said he'd sat his manager down for a talk this morning, and explained the situation. Between them, he said they can count several such complaints about this particular employee. They asked that I please write down my complaint and drop it off.

Yikes. That's huge. It's a long leap from wanting to vent and complain about the woman, to participating in what is likely the steps to getting her fired.

Would you write the letter?

 

[Risus]

Of course I would write the letter. If the parson ( male or female, makes no difference)was not capable to do the job, he/she should be fired. Its pretty simple.

 

[lone wolf]

Did you enjoy the way you were treated? I bet the other complainants didn't either. It sounds like she missed her calling because her attitude is entirely fashion industry.

 

[Hazmart]

Karrie I agree with Risus and LW, I am not one for confrontation but at the same time, the company does need proof for termination. There are other people who are more deserving for the position.

 

[eh1eh]

The fact you are actually still getting cabinets from Rona speaks volumes of your patience. I would have been at another store or asked for someone else to look after me as soon as she said she couldn't make sense of a drawing that is to scale .

I say write the letter.

BTW, thanks for not going to Home Depot, Rona is a Canadian company.

 

[shadowshiv]

Yes, I would write the letter as well Karrie. There was no excuse for her behavior, and the comments from the other gentleman confirms that. I think you should also look at it like this...you didn't get her fired. She did it to herself.

 

[karrie]

The fact you are actually still getting cabinets from Rona speaks volumes of your patience. I would have been at another store or asked for someone else to look after me as soon as she said she couldn't make sense of a drawing that is to scale .

I say write the letter.

BTW, thanks for not going to Home Depot, Rona is a Canadian company.

I'm getting a quote from Rona. Not necessarily buying.

 

[Nuggler]

:angryfire:.............damn straight!! write it, right now!!

I quit taking it from clerks about 5 years, ago, and does it ever feel good to say:

1. Where is the godam manager. I wanna speak with him/her.........NOW!!
2. WHAT THE HELL DO YOU MEAN, the drawing is bad. You apparently don't know **** from shavings. Lemme speak to the goddam manager.................NOW!!
3. In a Jack Nicholson quiet voice: Howja like me to roll up this here goddam drawing an shove it in yer freakin ear, sweetheart.........Now lemme speak to the boss.........capice?!!
4. To a clerk in Beckers/Macs: You call me "dear" one more time and I'm gonna kiss ya.......I don't even freakin know ya. Sir, would be better.............dear.
5. "I just paid ya, and said thank you. Yer supposed to say thank you back, not chat with yer buddy on the next cash. Is the manager in?
6. No, I'm not moving to the side, or I'll be here for half an hour. Get the supervisor and tell him/her to come here. I don't care about the line-up. I do care about the ****ty service, and the fact YOU made the mistake in pricing, not me. I'm not going to any "customer service counter' and wait half an hour for YOUR mistake.


Yah, write the letter. She'll probably only get a reprimand...........................:roll:
Really, she probably won't get fired..........................:roll:
Don't worry about the fact her husband left her for a stripper, and she and the kids got a week to find a place to live, as he's not paying support. So much for her keepin the house.
Don't let any of this worry you at all. Write the letter.

:evil4:

 

[TenPenny]

Would I write the letter? Yes. If that had been me, at the first 'these are awful' statements, I would have taken the drawings back from her, and left.

However, since you're at this stage, here's my free and therefore worthless advice:

Write the letter, keep it factual, and point out how this made you feel, and that you are concerned that this sort of behaviour could cause the store to lose customers and business. End it by saying that you simply want to bring this matter to the attention of the store manager, and you could even state that perhaps they could discuss this particular employee's behaviour with her, in the interests of improving their customer service.

 

[talloola]

Well, from your explanation, and all the scribbling she did, and obviously whined to other
employees about your drawing, then the second person obviously saw what she had done
to the drawing, so, isn't that enough for them, can't they come to their own conclusions.
They said they had more compalints about this woman, so, I am assuming they are similar
to yours. It seems to me, the person who should be responsible, wants to pass the buck
to the customers, so that, he/she can sidestep her own responsibilites for hiring and
firing, and do it, via, the back door.
They have allready had the customer complaints.

 

[Stretch]

We went to rona a few weeks ago, a saturday morning it was...and spent most of my time trying to find someone that worked there. asked several if they worked there and no, they were customers looking for same. No-one wore a uniform or anything to distinguish them from us customers.
That was our 1st and last visit to rona......give me Home Depot anytime

 

[scarboroughrona]

Insulted at a Rona Scarborough store

:angryfire:On June 4 2009, I went to the Rona at Midland/McNicole to try to return a 12 liters Driveway Sealer I bought at the store on May 17, 2009.
The reason I want to return it because I just couldn't mix it to a workable state as the instructions on the bucket suggest. The solid contents condensed to the bottom and separated from the water in less than 10 seconds after the mixture. I couldn't use it with a roller to do my driveway.
I went to the service counter at the store and the clerk checked the bucket and sealer inside and I told him I haven't used it and the reason why I couldn't use it. Then he called an associates manager to come and let me wait. When the associate manager comes, he took the bucket away and came back 10 minutes later telling me nothing wrong with the sealer. I told him again I can't mix it to do my driveway.
Then the associate manager said to me, "You have to take it back and door is right behind you." And he pushed the bucket towards me. I insisted to return it and he told the clerk at the counter in a low voice but I still could hear it," Don't do refund, don't do refund". And then he turned to me and said, "You can go home and see your dad..."
I was frustrated at that moment and went upstairs to their management office looking for the store manager. I didn't find the store manager first but a lady escorted me and she found the operations manager to the counter. In no minutes, I got the refund.
When I told the operations manager how the associate manager insulted me, the operations manager just tried to cover things up by saying that I didn't hear him well and of course the associates manager refused to admit what he had said to me.
I was not satisfied with the product I bought in the beginning, but now I am totally not satisfied with the service at Rona at Midland/McNicole and its management. My feeling was hurt badly as a customer to the store and the icon of Rona has broken in my heart.

 

[johnnyhangover]

:angryfire:On June 4 2009, I went to the Rona at Midland/McNicole to try to return a 12 liters Driveway Sealer I bought at the store on May 17, 2009.
The reason I want to return it because I just couldn't mix it to a workable state as the instructions on the bucket suggest. The solid contents condensed to the bottom and separated from the water in less than 10 seconds after the mixture. I couldn't use it with a roller to do my driveway.
I went to the service counter at the store and the clerk checked the bucket and sealer inside and I told him I haven't used it and the reason why I couldn't use it. Then he called an associates manager to come and let me wait. When the associate manager comes, he took the bucket away and came back 10 minutes later telling me nothing wrong with the sealer. I told him again I can't mix it to do my driveway.
Then the associate manager said to me, "You have to take it back and door is right behind you." And he pushed the bucket towards me. I insisted to return it and he told the clerk at the counter in a low voice but I still could hear it," Don't do refund, don't do refund". And then he turned to me and said, "You can go home and see your dad..."
I was frustrated at that moment and went upstairs to their management office looking for the store manager. I didn't find the store manager first but a lady escorted me and she found the operations manager to the counter. In no minutes, I got the refund.
When I told the operations manager how the associate manager insulted me, the operations manager just tried to cover things up by saying that I didn't hear him well and of course the associates manager refused to admit what he had said to me.
I was not satisfied with the product I bought in the beginning, but now I am totally not satisfied with the service at Rona at Midland/McNicole and its management. My feeling was hurt badly as a customer to the store and the icon of Rona has broken in my heart.

Sounds pretty ignorant of them. I promise I will never shop at that location. Solidarity, brotha!

 

[VanIsle]

I went in to Rona with my husband, with some measurements and design ideas for our kitchen. We wanted to sit down and talk to someone about possibilities, but, the way they work it is that you drop off the measurements, pick some styles, and they come up with the ideas. So, we handed over our drawings and measurements to the woman, who took a cursory look at the pencil on graph paper drawings, and huffed in displeasure. "These are awful"

The kitchen, oddly enough, is 15' wide... 180", and darned if my graph paper wasn't exactly 180 grids wide. So, the scale is perfect, one square to 1". Neatly drawn, and everything precisely in its place. She proceeded to complain because she couldn't tell where the window moulding was. Couldn't tell what size of appliances we'd planned for, couldn't tell.... argh. So, she essentially said "Go home and take proper measurements for when you come back for your quote."

It was almost 2 weeks before we got called back to our appointment, and when we got called back, she AGAIN bitched that the drawings made no sense, and told me to take proper measurements. She also informed me that she'd passed my file on to someone else. Phew.

When we got in, almost our entire appointment consisted of confirming the measurements that were already on the drawing, and correcting incorrect numbers she'd scribbled all over everything. She hadn't done ANYthing with our file. At the end of the meeting, the man we were talking with looked at the whole thing and said, "This was an awesome drawing, I don't understand the confusion."

I echoed his sentiment, and explained that we must have done something to piss the woman off when we walked in, because she'd been very rude. He apologized, and made a comment to the effect of "I doubt you did a thing."

Well, today, I got a phone call. From the gentleman at Rona. He said he'd sat his manager down for a talk this morning, and explained the situation. Between them, he said they can count several such complaints about this particular employee. They asked that I please write down my complaint and drop it off.

Yikes. That's huge. It's a long leap from wanting to vent and complain about the woman, to participating in what is likely the steps to getting her fired.

Would you write the letter?

Yes. The store is losing customers because of poor service from people like her. Lose enough customers and the store closes. The woman needs to learn what customer service is and since she cannot provide it, she should not be in the retail department of any store. They are paying her to give customer service which she is not doing. She obviously worked long enough to get past the 3 month trial employers require and probably knew well enough to give good service for that length of time. Rona doesn't exactly pay top wages. She'll get another job somewhere.
You can always tuck in a paragraph stating you are not seeking a firing and that you wish only to note that you received poor service and feel the employee could use a talking to. Maybe she actually hates her job and that's why she's not a good ambassador for the store.

 

[captain morgan]

Don't feel badly about writing this letter Karrie. As others have suggested, you can write a brief and objective description of your experience and let the chips fall where they may.

One important factor that you must consider is that you are spending your money on your kitchen that you will have to live with for some time... If the manner in which this person treated you is any kind of indication of their competency at their job, chances are that they will cause you (and Rona) nothing but grief and lots of money.

 

[VanIsle]

:angryfire:.............damn straight!! write it, right now!!
Now I'll give you the clerk's side.
I quit taking it from clerks about 5 years, ago, and does it ever feel good to say:

1. Where is the godam manager. I wanna speak with him/her.........NOW!!
"I'm sorry, I'm only allowed to use one points coupon per order. I realize that customers do not like that but if I use more than one - I am subject to a firing. Would you like me to call the manager for you? (Customer says - No, that's okay)
2. WHAT THE HELL DO YOU MEAN, the drawing is bad. You apparently don't know **** from shavings. Lemme speak to the goddam manager.................NOW!!
Again, in a sweet friendly voice: "Can I call the store manager for you". Customer says NO.
3. In a Jack Nicholson quiet voice: Howja like me to roll up this here goddam drawing an shove it in yer freakin ear, sweetheart.........Now lemme speak to the boss.........capice?!!
4. To a clerk in Beckers/Macs: You call me "dear" one more time and I'm gonna kiss ya.......I don't even freakin know ya. Sir, would be better.............dear.
To the customers who are at least 20 years + younger than me, I want to scream at them that I don't know them, I don't want them to call me "dear or honey or sweetheart" and that my name tag is on my blouse - please call me by my name.
5. "I just paid ya, and said thank you. Yer supposed to say thank you back, not chat with yer buddy on the next cash. Is the manager in?
You've just paid me and I've said Thank you. Don't say "No problem". For whichever applies say either: Thank you or You're welcome.
6. No, I'm not moving to the side, or I'll be here for half an hour. Get the supervisor and tell him/her to come here. I don't care about the line-up. I do care about the ****ty service, and the fact YOU made the mistake in pricing, not me. I'm not going to any "customer service counter' and wait half an hour for YOUR mistake.
I'm so sorry. I didn't realize I was wrong. I'll fix that for you right now OR I'm sorry that isn't something I can change for you but I will call someone for you. Clerk dials her phone, calls someone to come to the front of the store instantly. No answer. I use the PA.
We give great customer service.;-)


Yah, write the letter. She'll probably only get a reprimand...........................:roll:
Really, she probably won't get fired..........................:roll:
Yes she will. Why do you think they want the letter. It gives them cause. Karrie just has to state that she is not seeking to have the woman fired and Karrie is off the hook and does not have to feel bad about someone who treated her like dirt.
Don't worry about the fact her husband left her for a stripper, and she and the kids got a week to find a place to live, as he's not paying support. So much for her keepin the house.
Don't let any of this worry you at all. Write the letter.

:evil4:

You can be as evil as you want. I think that Karrie should get you to write the letter for her as her personal secretary. Be sure you start it with: It has been brought to my attention that Karrie -------- was in your store and --------

 

[VanIsle]

We just had a new Rona open up here but it's in the south end of town. I live about a 2 min. (or less) drive from Home Depot. Bet you can't guess where I'll shop!

 

[L Gilbert]

Karrie, there's a reason why the Hudson's Bay has lasted over 300 years: it has 2 policies I know about; the customer is ALWAYS right and a fairly treated employee is a good employee. If RONA does business in any similar way, that employee should not be there. Wanna borrow a pen?

 

[captain morgan]

6. No, I'm not moving to the side, or I'll be here for half an hour. Get the supervisor and tell him/her to come here. I don't care about the line-up. I do care about the ****ty service, and the fact YOU made the mistake in pricing, not me. I'm not going to any "customer service counter' and wait half an hour for YOUR mistake.
I'm so sorry. I didn't realize I was wrong. I'll fix that for you right now OR I'm sorry that isn't something I can change for you but I will call someone for you. Clerk dials her phone, calls someone to come to the front of the store instantly. No answer. I use the PA.
We give great customer service.

.... There is another answer that is reasonable Vanisle:

"I will not accept that kind of treatment from anyone, let alone you buddy. Let me collect all of these items and and I'll return your cash and you can go elsewhere"... (customer feigns apoplectic hysterics and states that he will take his money elsewhere)... "Ok.. See ya... Bye.. Are you still here?... Let me draw you a map to Homedepot and by the way, they won't accept your attitude their either"

For assh*les like that, chances are that you'll see visible support from others in the line-up

 

[L Gilbert]

People being obviously obnoxious and upsetting other customers in the Bay were treated graciously and then when their business was done, they were told they weren't welcome back. Everything was very polite and meanings were very clear.