Party for Less in Kirkland
when dumb policies kill business
http://www.partynw.com/
It was my daughter's birthday, so some party supplies were in order. We went to Party for Less, aka The Party Store, to buy some stuff and since there were 2 parties - I bought 2 table cloths. The cash register lady pointed out that anything unopened can be returned for a full refund. I didn't ask, but nice to know.
I get home and see that my wife already set the table with a different table cloth, so the next day I go back to get some more stuff for the kids party and brought the extra table cloth we wouldn't need, and it was in pristine, unopened state, so I figured they'd honor their prior sentiment.
No such luck. When I showed it to the cashier (a different one), she said that she's new and might need to get someone else to do the return. Then she rings up new stuff, which was a bunch of stuff on the same theme and gives me the total. I ask her to get whomever she needs to get to process the return of that single item. She checks with the other cashier and says that it needs to be processed separately. I figured... ok, seems like a single transaction with a credit would be faster/better/easier than 2 transactions, but if that's how they do it... So she rings me up for the new stuff and then asks for receipt for the return.
I told her that I didn't have it, but the item was, as she can clearly see in perfect condition, all she has to do is hang it with the rest of the same items. But no, she says we can't accept the return without the receipt. She says they can't verify that it was purchased at their store.
For a second there, I thought the brain on the other side of the register was missing or at least lacked any kind of logic. The implication is that I went to another store, bought the exact same item they're selling and now came back to their store, buying 8 other items, of the same theme mind you, and decided to return the table cloth in this store? Seriously? That's suppose to make sense somehow. So, after trying to bring up the fact that I was told nothing about receipts, but was told that I could return items if unopened - they said it's their policy and they can't help me.
Businesses like this one will be going out of business, I have no doubt. They refused to return a $3.29 item, in perfect unopened condition... all due to their inept policy. Well, kudos on following the policy which cost them a customer, permanently. Customer experience is everything and they decided to kill it for a lousy $3.29!
http://www.partynw.com/
Saturday, September 2, 2017
Tuesday, November 22, 2016
Unbeatable Customer Service from ISOtunes Audio
Unbeatable Customer Service from ISOtunes Audio
Typically I adore Amazon, but occasionally hiccups occur. Such happened when I bought the highly rated ISOtunes bluetooth headphones. They arrived on time, but when I opened the package - things didn't look brand new, more like refurbished. I tried using the headphones and ran into some functional issues pretty quickly.
I could've called Amazon's Customer Service, knowing they'd take care of the problem, as they always do, but decided to contact ISOtunes Audio directly. I described my problems and send the email.
The very same day, in fact I think it was in an hour or so, I got a nice email from ISOtunes, apologizing for any issues, assuring me that they'll take care of it and asking me to do a few simple troubleshooting steps to see if I can eliminate my problems. I followed the steps and unfortunately they didn't solve the problem.
Quick email reply to them indicating so was quickly followed by their reply indicating that a) they'll be sending me a brand new unit and to ensure there aren't any more issues with Amazon fulfillment - they'll be sending it directly from their factory; b) provided it's ok with me, they'd like to also send me a prepaid label for shipping the old unit back so they can play with it and see what the problem was.
They actually asked me if I wouldn't mind sending the faulty unit back, at their expense. How many companies go that far? VERY FEW.
2 days later - I had a brand new unit, as promised, as well as a pre-paid box with return label so I can send the old unit back to them.
You can see the personal, hand-written note accompanying my package.
Now everyone occasionally has issues and hiccups. What always makes companies extraordinary isn't perfect products, but the way the handle issues that come up. ISOtunes Audio did everything right, they took care of my problem very quickly and efficiently, therefore I highly recommend their company.
Oh yes, and their headphones are very nice, especially considering they're wireless and have pretty good noise suppression as well. If you're looking for well-priced wireless headphones that work well and are sold by a responsible and responsive company - look no further than ISOtunes Audio.
Thursday, July 28, 2016
JetBrains
JetBrains
Business: Programming & Web Development Software Tools
https://www.jetbrains.com/phpstorm/
I've been using an IDE (Integrated Development Environment) for developing software for years. For those that don't know - these the kinds of tools programmers use to write software, then debug (test) it to make sure it works right. That's the basic definition.
The IDE I used before was ok, but then I came across these folks and their product appeared to be more polished, more feature-full and priced better, so I thought I'd take them up on their generous 30-day free trial and see if it's as good as people claimed.
With anything new and feature-full - there's always a learning curve, which I don't mind a bit. But also, there are some key differences, to be more specific - the debugger, which is an essential part of any IDE, was using an open source 3rd party one (ie it wasn't built into their IDE) and thus required some tinkering.
After looking at videos, web sites etc. - it still wouldn't work right when it came to debugging. Keep in mind that JetBrains is NOT the company who makes the debugger, they simply interface with it, if it's set up and configured right. The debugger itself is provided and maintained by a totally different company/people.
I finished my trial period and was politely asked to submit a survey about the experience. I realize the debugger isn't theirs, but I couldn't get it to work right and thus indicated that it's an essential part of the development process & I couldn't get it to work - that's a deal breaker for me to use their product. I didn't reach out to them directly, I simply voiced my issues in JetBrains survey.
First, big kudos to JetBrains for actually reading the surveys. They immediately contacted me via email and thanked me for my sentiments and offered to help. Keep in mind - I have NOT agreed nor bought anything from them at this point.
What followed later was realization that these are Russian folks, located in a very different time zone (and continent) and I'd normally get email replies once in the morning, something they sent when I was asleep.
That nightly process lasted for about 2 weeks. Every day I'd get an email from them asking me to do something or look at some settings or send them screenshots etc. They were actively trying to help me get something working that wasn't even their product. They were trying to help me, someone who is NOT their customer, nor spent one red penny with them at that time.
After 2 weeks of very slow progress, and me realizing we're not really resolving the problem - I asked them if perhaps they'd want to come into my computer remotely and try to get things fixed that way, cause this single nightly email approach was taking way too long and I wanted something more immediate and functional instead. To my surprise (since most companies throw their support policy in my face and tell me they can't) - JetBrains folks did just what I asked and scheduled a time, convenient for me, to come in remotely.
They did exactly as they promised. The gentleman, Eugene Morozov, on the other end may have been Russian, but he spoke perfect English (we had all communications done in English), he quickly looked at things, changed a few settings and I had a working debugger in no time. he was very courteous, clearly very knowledgeable, and got things working very quickly.
So to recap, this company, JetBrains, spent significant time & effort to resolve a problem for a 3rd party piece of software, for someone who is NOT their customer nor spent any money with them so far.
You can't buy that kind of customer service or experience for any amount of money. HUGE KUDOS TO JETBRAINS! They totally deserve it. Am I still considering their product, you may wonder... After this experience - I would NOT consider any other product, even if it had more features or functionality. I'm DEFINITELY buying PhpStorm from JetBrains and will do my part to support them financially because they not only deliver a great product, but they have phenomenal, exceptional and totally trustworthy support that makes them one of the Extraordinary Companies, a company I'd highly recommend to do business with.
https://www.jetbrains.com/phpstorm
Business: Programming & Web Development Software Tools
https://www.jetbrains.com/phpstorm/
I've been using an IDE (Integrated Development Environment) for developing software for years. For those that don't know - these the kinds of tools programmers use to write software, then debug (test) it to make sure it works right. That's the basic definition.
The IDE I used before was ok, but then I came across these folks and their product appeared to be more polished, more feature-full and priced better, so I thought I'd take them up on their generous 30-day free trial and see if it's as good as people claimed.
With anything new and feature-full - there's always a learning curve, which I don't mind a bit. But also, there are some key differences, to be more specific - the debugger, which is an essential part of any IDE, was using an open source 3rd party one (ie it wasn't built into their IDE) and thus required some tinkering.
After looking at videos, web sites etc. - it still wouldn't work right when it came to debugging. Keep in mind that JetBrains is NOT the company who makes the debugger, they simply interface with it, if it's set up and configured right. The debugger itself is provided and maintained by a totally different company/people.
I finished my trial period and was politely asked to submit a survey about the experience. I realize the debugger isn't theirs, but I couldn't get it to work right and thus indicated that it's an essential part of the development process & I couldn't get it to work - that's a deal breaker for me to use their product. I didn't reach out to them directly, I simply voiced my issues in JetBrains survey.
First, big kudos to JetBrains for actually reading the surveys. They immediately contacted me via email and thanked me for my sentiments and offered to help. Keep in mind - I have NOT agreed nor bought anything from them at this point.
What followed later was realization that these are Russian folks, located in a very different time zone (and continent) and I'd normally get email replies once in the morning, something they sent when I was asleep.
That nightly process lasted for about 2 weeks. Every day I'd get an email from them asking me to do something or look at some settings or send them screenshots etc. They were actively trying to help me get something working that wasn't even their product. They were trying to help me, someone who is NOT their customer, nor spent one red penny with them at that time.
After 2 weeks of very slow progress, and me realizing we're not really resolving the problem - I asked them if perhaps they'd want to come into my computer remotely and try to get things fixed that way, cause this single nightly email approach was taking way too long and I wanted something more immediate and functional instead. To my surprise (since most companies throw their support policy in my face and tell me they can't) - JetBrains folks did just what I asked and scheduled a time, convenient for me, to come in remotely.
They did exactly as they promised. The gentleman, Eugene Morozov, on the other end may have been Russian, but he spoke perfect English (we had all communications done in English), he quickly looked at things, changed a few settings and I had a working debugger in no time. he was very courteous, clearly very knowledgeable, and got things working very quickly.
So to recap, this company, JetBrains, spent significant time & effort to resolve a problem for a 3rd party piece of software, for someone who is NOT their customer nor spent any money with them so far.
You can't buy that kind of customer service or experience for any amount of money. HUGE KUDOS TO JETBRAINS! They totally deserve it. Am I still considering their product, you may wonder... After this experience - I would NOT consider any other product, even if it had more features or functionality. I'm DEFINITELY buying PhpStorm from JetBrains and will do my part to support them financially because they not only deliver a great product, but they have phenomenal, exceptional and totally trustworthy support that makes them one of the Extraordinary Companies, a company I'd highly recommend to do business with.
https://www.jetbrains.com/phpstorm
Thursday, June 23, 2016
St. James Espresso
St. James Espresso
Got Wifi? Not here!
http://stjamesespresso.com/
I walk into the place with my son and there's perhaps another 1 or 2 people there. The barista has a face like she lost a child in an avalanche, takes our order. We sit down and fire up the Chromebook and can't get on to the Net. I politely ask for the SSID and credentials, she spits those out and my son tries it - no go. After a few attempts, I decided it's time for me to get involved... but - same result. I go back to her to verify the info... she says the same thing. I bring the box and ask her to login for me, since we can't. She tries and guess what - she can't login either!
She checks her phone and then says that she doesn't know why but it should work. Cute, no? So, I ask, can you call someone to see what the problem might be. She replies... "NO!", "my boss is very busy right now and probably won't even pick up the call".
Now THAT'S what I call 'Customer Service'... NOT!!!
So, my son sees this big table in the middle of the room, filled with games... He picks one up and before has a chance to open it - the lady appears next to him and says that until they can catalog all the games - nobody can play. So, now is she not only inept at getting us online, she's also a game nazi...
And did I mention that we spent $8+ on a bottle of mineral water and small iced chocolate drink?
Thus this was the last time I step my foot into that 'establishment'.
Unbelievable how inept some companies are when it comes to customer service and they expect to stay in business with these kinds of practices... Unreal!
http://stjamesespresso.com
Got Wifi? Not here!
http://stjamesespresso.com/
I walk into the place with my son and there's perhaps another 1 or 2 people there. The barista has a face like she lost a child in an avalanche, takes our order. We sit down and fire up the Chromebook and can't get on to the Net. I politely ask for the SSID and credentials, she spits those out and my son tries it - no go. After a few attempts, I decided it's time for me to get involved... but - same result. I go back to her to verify the info... she says the same thing. I bring the box and ask her to login for me, since we can't. She tries and guess what - she can't login either!
She checks her phone and then says that she doesn't know why but it should work. Cute, no? So, I ask, can you call someone to see what the problem might be. She replies... "NO!", "my boss is very busy right now and probably won't even pick up the call".
Now THAT'S what I call 'Customer Service'... NOT!!!
So, my son sees this big table in the middle of the room, filled with games... He picks one up and before has a chance to open it - the lady appears next to him and says that until they can catalog all the games - nobody can play. So, now is she not only inept at getting us online, she's also a game nazi...
And did I mention that we spent $8+ on a bottle of mineral water and small iced chocolate drink?
Thus this was the last time I step my foot into that 'establishment'.
Unbelievable how inept some companies are when it comes to customer service and they expect to stay in business with these kinds of practices... Unreal!
http://stjamesespresso.com
Thursday, May 26, 2016
Company: Unknown
Company: Unknown
Business: Extended Car Insurance
I get a call, out of the blue, in the middle of working on a project... a nice-sounding young lady says that my 2013 Hyundai Elantra's warranty is running out and they can provide extended warranty.
First, it's a 2012 Elantra. Second, my warranty is for 10 years or 100k miles, of which I've managed to rack up over 60k miles, but certainly nowhere near the limit.
Before I can say anything - she proceeds that they can get me a quote for what it'll cost and... again, before I can say anything, she'll connect me with the rep who'll give me the details.
Then she drops a bomb, asking me what my name is. I told her that I'm working, don't have time for background checks and if she can quickly get me the quote - fine, otherwise we're done. Following her silly script, she proceeds to ask me if another time would be better. I honestly told her that it's an unknown, since I have a very fluid schedule, again reiterating that if she wants to get me the guy/quote whatever... quickly, we can all get on with the rest of our day.
She politely thanked me and... hung up.
The moral - being nice isn't enough. Following a script is dumb and useless and this approach is a sure way to lose business. I wasn't objecting to getting a quote, I was totally opposed to them wasting my time with a sales pitch, as if that sales pitch would have an ounce of added value to me.
Monday, May 23, 2016
Company: UPS
Company: UPS
Business: Shipping
I needed to send back few pairs of shoes I ordered at Zappos. I take the box, which was opened, with label printed on a sheet of paper (not affixed anywhere) and just hand it to UPS Store employee. He asks me if I needed a receipt, I told him I didn't... and that was that!
Literally in and out in less than a minute, spending $0, time and energy - thanks to immense customer-friendly approach of Zappos/Amazon & the UPS Store.
Now a prior experience with USPS, and clear reasons why a) I'd never do it there again and b) why they constantly lose money and customers. I walk in and they tell me the box needs to be closed and taped by me, asking me if I have the tape. Normally, I don't carry packaging tape, I carry wallet, I carry keys, but I do NOT carry packaging tape, USPS, and I can't imagine practically anyone else does either. Also, it's YOUR job to package & ship stuff, that's why I decided to walk into your establishment!
Anyway, after buying the silly tape for $3.50 or so, and using 1% of it on my box (the other 99% are still collecting dust somewhere in my garage, likely never to be used again)... I leave irritated, after spending time and money I didn't want to spend.
I'm MORE than happy to spend a bit more at UPS Store, MORE than happy, to get the kind of service they provide and as for USPS... that's the place I'm avoiding at all costs...
Monday, March 28, 2016
Bite Squad
Bite Squad
Lousy Policies & Customer Service
www.bitesquad.com
My son was sick yesterday and everyone else was gone, so I couldn't go out to buy something to eat (and we were pretty empty). Thank G*d for online ordering, right?
To make things simple (or so I thought) - I figured I'd order from an Indian restaurant, which is located about... well, as the Google maps points out - 6 min from my house, just up/down a small hill.
I go to Bite Squad's web site, nice enough site, cleverly marketed byline said Food. Delivery. Service... all good. I was first asked to select a city, then found the restaurant I wanted, and followed their ordering process - worked fine.
I get to the part asking for delivery address, get that in place, then we go through the whole payment necessity - no problems. As soon as I got done with all of that and ready to click the final submit order - it gave me a prompt stating the address is out of their delivery area.
So, my first assumption is - a mistake, obviously everyone makes some, no big deal. They have this very nice chat built-in (very convenient), so I raise this nice lady on that and ask her. She says she needs to check and disappears for a few minutes.
Then she gets back and says we're out of the delivery area. I couldn't believe my eyes/ears etc. - it's 6 bloody minutes away from the restaurant, how can it possibly be "out of the delivery area"?
She said she'd need to check and asked me to wait a few more minutes. I thought surely, after looking at the Google Map - she can tell that it can't possibly be out of the area, but no such revelation occurred to her. She got back with the same sentiment and that was that.
I couldn't believe it!
I explained the situation and asked if they could do it anyway, since we really are that close and I really can't go pick it up myself (which was her 'brilliant' suggestion, why didn't I think of that ).
No go. So despite their claim on their byline - I didn't get the food, it wasn't delivered and the service/policies clearly sucked royally... and that's after I went through the entire order process, including payment!
The moral is clear - never use Bite Squad Seattle again!
I did wind up using Eat24Hours instead, I did wind up paying them over 50% more for the very same order, but they did deliver... although as Billy Crystal would say - "don't get me started" on Eat24, another outfit to be avoided, but that's for another post.
Lousy Policies & Customer Service
www.bitesquad.com
My son was sick yesterday and everyone else was gone, so I couldn't go out to buy something to eat (and we were pretty empty). Thank G*d for online ordering, right?
To make things simple (or so I thought) - I figured I'd order from an Indian restaurant, which is located about... well, as the Google maps points out - 6 min from my house, just up/down a small hill.
I go to Bite Squad's web site, nice enough site, cleverly marketed byline said Food. Delivery. Service... all good. I was first asked to select a city, then found the restaurant I wanted, and followed their ordering process - worked fine.
I get to the part asking for delivery address, get that in place, then we go through the whole payment necessity - no problems. As soon as I got done with all of that and ready to click the final submit order - it gave me a prompt stating the address is out of their delivery area.
So, my first assumption is - a mistake, obviously everyone makes some, no big deal. They have this very nice chat built-in (very convenient), so I raise this nice lady on that and ask her. She says she needs to check and disappears for a few minutes.
Then she gets back and says we're out of the delivery area. I couldn't believe my eyes/ears etc. - it's 6 bloody minutes away from the restaurant, how can it possibly be "out of the delivery area"?
She said she'd need to check and asked me to wait a few more minutes. I thought surely, after looking at the Google Map - she can tell that it can't possibly be out of the area, but no such revelation occurred to her. She got back with the same sentiment and that was that.
I couldn't believe it!
I explained the situation and asked if they could do it anyway, since we really are that close and I really can't go pick it up myself (which was her 'brilliant' suggestion, why didn't I think of that ).
No go. So despite their claim on their byline - I didn't get the food, it wasn't delivered and the service/policies clearly sucked royally... and that's after I went through the entire order process, including payment!
The moral is clear - never use Bite Squad Seattle again!
I did wind up using Eat24Hours instead, I did wind up paying them over 50% more for the very same order, but they did deliver... although as Billy Crystal would say - "don't get me started" on Eat24, another outfit to be avoided, but that's for another post.
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