Wow, I just had one of my all-time worst customer service experiences (and I'm well ove...

GetHuman-aewyoung's customer service issue with Crocs from July 2018

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The issue in GetHuman-aewyoung's own words
Wow, I just had one of my all-time worst customer service experiences (and I'm well over the age of **, so that's saying something) on the phone with one of your reps this morning, *********. The problem was that YOUR system rejected the billing address I had entered, I know my address- I've had this address for ** years and I eventually pulled out an envelope from my bank, same as what I had typed except it was all capitals on the envelope. I had used the same address previously this morning placing an order on another site with no problem. That was frustrating enough to make me call customer support and everything went downhill from there. *The customer service rep- I don’t think she identified herself because I tend to write down the name when I’m given it so that I can later thank that person by name, insisted that I was using the wrong address and that I had “OBVIOUSLY” made a mistake when I entered it. She was using a scolding tone of voice, the error MUST have been all mine, and the only solution she could offer was for me to contact my bank to make sure I was using the address they have for me, wait ** hours and try again. I remained civil throughout the conversation, but her surly, indifferent attitude were not at all what I expected. Maybe she was having a bad day, but that should have been left outside of her workplace. I asked to speak to a supervisor but she refused that request saying there weren’t any supervisors.*Forty years ago when I worked in retail, my training included three things that your customer support rep needs to learn: *) The customer is always right (even when the customer is wrong, which I wasn’t)* *) There is a solution to every problem that will satisfy the customer, (example: guarantee that I can buy the shoes at the sale price after the ** hours have elapsed or offer me a sale code that I can use)* *) When the customer is still unhappy (audibly on the verge of tears in my case) take it to a higher power. *This employee cost you a sale today and probably cost you a customer, how many people will you lose that way? When I worked in retail I was told that on average a customer who has had a bad experience will share that with ten other people and a customer who has had a great experience will tell three other people. That was before technology allowed people to reach the mass audiences of today. I think Crocs needs to review customer SERVICE or your customers will find other, more pleasant and helpful places to shop.

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Customer service issue
Reported by GetHuman-aewyoung
Jul 20th, 2018 - 4 years ago
Not resolved
Seen by 18 customers so far
Similar issue to 14 others
0 customers following this


GetHuman-aewyoung started working on this issue
Jul 20th, 2018 2:15am