I am a complainer. I don't think of myself as a whinger, my DOH may disagree with that, but I do believe in complaining. There are so many businesses, services and products out there that get things wrong and go out of business because no one complains. Complaining saves jobs! How many times have you been to a new cafe and experienced cold coffee, the wrong order or poor service and instead of speaking up, we don't want to make a fuss, we just go elsewhere. This happens over and over and before they know it the business is struggling to stay afloat but no one has ever said anything negative.
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 !