I complain about dirty loos,lack of information and signage, goods sold that are unfit for purpose and most commonly plain old bad service. I have to say that most companies appreciate my comments and often I have had my complaint resolved and also received a voucher or some other compensation. This for me is a bonus, and not the reason I complain (honest).
There are some unscrupulous companies who will take advantage of people who do not know their rights. DD1 bought a play-suit from online fashion retailer BOO HOO, when it came it was totally misshapen and wouldn't have fitted anyone with 4 limbs and a head, she returned it to them- at her own expense and was informed she was liable for a "restocking fee" which was around 25% of the value. Well, Lily had spent her own money on this piece of garbage and I went into protective mummy mode. I emailed their complaints department. the response I got was unsatisfactory, so on the advice of my excellent niece Carina I took my complaint to Facebook. interestingly they acted immediately and refunded Lily's money in full. Unfortunately for them I felt they were a bit unapologetic and their clothing is not of sufficient quality so we won't choose to shop with them again.
This is me, all serene and lovely giving positive feedback- and never ever using bad words or abuse . :-)
I ordered a "click and collect" item from toy behemoth Smyths Toys this week . All went smoothly until I went into the store to collect the item. The email I had from Smyths clearly stated that if the price of my item had changed since I ordered it they would automatically charge the lower price. Imagine my delight when I noticed the doll on the shelf was £7 less than it had been online.
I gave an assistant my code and he went off to get my doll. As he approached me I noticed he was removing the price sticker from the box. I asked him how much I was going to be charged, he stated the higher price. When I explained what my email had said , he told me that as I had bought the item online I was to pay the online price. I showed him my email. Then he said that those items had been priced wrongly and that I still had to pay the higher price. I tried to debate this with him , but he was hostile and uninterested. So I explained to him I was unhappy with this and would be in touch with the click and collect service directly.
I walked back across the store to take a photo of the dolls with the cheaper price tickets on them, he followed me and started peeling all the labels off as I was trying to get a photo.
Those are his fingers in the top left!!
When I got home I emailed Smyths straight away and explained what had happened. they emailed within 24 hours and I had a call from the very apologetic and pleasant manager of the store last night. She was not happy with her staff member, and is sending out a gift voucher to me.
Now, what's not to like about that scenario? I am happy that I have been taken seriously, that I am right and that the company recognises it is at fault and is taking steps to fix things.
Now in-case you think that I am just a perpetual moaner, I do also take time to contact companies with positive feedback when it is warranted. I have emailed Transport monopoly holders Translink this week with effusive and glowing praise for one of the conductors on the Dublin-Belfast train last Saturday. Needless to say I haven't heard from them- I feel a Facebook challenge coming !