Customer Service, Family & Lifestyle

What Happened To Good Customer Service?

Women leaning up against a wooden background, holding shopping bags
Babies cost a fortune, as any parent will know and when you head into a parent and baby store to purchase a new car seat, you expect good customer service, don’t you? Only that’s not what we got. 

We recently headed to our local parent/baby store to take a look at the Cybex M2 iSize stage 1 car seat. We’d pretty much decided that we were going to purchase it, but wanted to see it first and ask a few questions. 

Only there was no one to ask.

There was one worker on the floor of the car seat section who had a queue of parents waiting to speak to her. When we got there, she was dealing with what appeared to be an indecisive customer. We would have quite literally have been there all day had we have joined the queue. We viewed the car seat in person and was happy that it was what we were after, but I wanted to ask if they’d fit it for us. But, I couldn’t find anyone to ask.

Then, a couple of employees came over and we thought ‘great, us and all the other parents will get some help now.’ Only, they stood on the floor, got out a large bar of chocolate and starting sharing it between each other.

So we left.

I was so annoyed when I couldn’t find the car seat at a similar price elsewhere, which meant we were going to have to go back. The seat had £100 off it so it was a good price. It’s just a shame that reasonable prices can’t buy you good customer service.

In the end, I ordered the car seat online and managed to get cashback which made the price even better. However, when we went to pick the seat up, we were told they wouldn’t fit it as it was dark!

Now, I completely understand this, but why oh why didn’t they make me aware of this when I ordered the seat? A simple sentence in the confirmation email  would have ensured I picked the seat up during day light hours. But  their emails or website do not state that this is one of their practices.

We could have gone back with the seat and had it fitted, but my other half managed to do it quite easily himself. But what I’m really asking is where has the good customer service gone? Do these companies who we give hundreds of pounds to not care about the service us customers receive? Or the criticism we give them via our blogs and on social media?

I contacted said company on Twitter to make them aware of what had happened, but I never heard back. Several of my followers also included them in to responses of similar stories. Yet, none of us received a ‘sorry’ or a ‘we’ll speak to the store about what happened.’

Anyway, I apologise for the rant. It just really gets to me that I spent £250 with a company who did not make me feel like a valued customer.

What Happened To Good Customer Service_ (1)

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6 Comments

  1. There are stores here that bombard you with clear unwanted “help” even when you do not need it and others you may as well not bother wanting any help because you’re not going to get it anyhow.

    I am glad you were able to get it and figure it out.

    Sad however that you are correct. Proper customer service seems to be a thing of the past.

  2. […] they actually wanted me to reply to. Their customer service agent demonstrated a perfect example of poor customer service by berating me for not replying to their email and for trying to sort it via webchat […]

  3. send your blog to said company. I usually find if I tag them in a tweet they do respond although maybe this company has worse customer service than the declining customer service across the board. #dreamteam

    1. Good idea 🙂

  4. Oh gosh Amy, that’s pretty appalling. Out of everything, car seats are the one thing that us parents really need help with. We expect a company to have plenty of clued up staff to help us with these big decisions. It makes me so disappointed to read that this company couldn’t even advise you in advance re: the car seat fitting. #DreamTeam

    1. amy says:

      It wasn’t good at all. Thankfully, we managed to sort the car seat ourselves in the end, but it wasn’t ideal.

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