Bad customer service (not OcUK)

daz.rathbone

daz.rathbone

daz.rathbone

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Joined
21 Sep 2006
Posts
1,026
Hey all,

What are the rules about posting a link to a blog?
Basically I've had some dealing with a company doing these ghost events (vigils etc). We did one and was a good laugh (unexpectedly nothing happened, but seeing these old buildings late at night was good).

Booked up for a second one local to us, they cancelled, we were unhappy, but going to get a refund. Then I sent emails asking when we'd get the refund, all fairly polite, and it just escalated.

Ended up with the owner saying I had peed off her husband and he now wanted to deliver the cheque personally as he was keen to personally discuss this all.

Now from some of the emails that have gone, and the language used (the way things have been said, like we should be grateful we're getting anything) has wound me up... so I've put all the emails (from me and her) in a Wordpress blog and intend posting it on all the ghostie/paranormal forums I can find and get some opinion.

I know I can be an arse at times, so I'm expecting some comments that it's all my fault, but hopefully some may agree that they aren't too professional.

It's long-winded, but if anyone can confirm if I can post the blog link, and if anyone can be bothered to read through it all, would appreciate the feedback.
 
Heheh I too am a sceptic.... but trawling through 1600s houses and stuff at night is fun. Actually the historians are good on some of them too, you get to learn lots about the places.

Plus, if you're not a real believer, when something does go bang, you look good being the one who's happy to go on their own and explore it :)

Ok, I've read through the rules, and don't *think* I'm doing anything wrong, so here goes: SITE DELETED (Thx for all the feedback though)
Would appreciate any comments left on there, either for me or against.

Remember, it's less about the paranormal, more about customer service (and probably telling me I'm a complete arse :)).
 
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Yeah thought of that, but it's £110... and was paid through Paypal, so I always have a sort of safety net.

Not the end of the world if I don't get it now... just the emails she sent me back, some were bad (imho).
 
My personal opinion - not sure why you didn't just leave it at "we are a bit dissapointed, can we have our money back, thank you"... seems to me you unnecessarily question every decision they made.
 
I think that's a fair enough comment. Like I said we were disappointed, but yeah, fair point.

Didn't really kick off until I started chasing for when we'd get the refund though.
 
But they said they have sent it so why question them even after they offered you a free night and were so polite? It's to do with the post office not them!
 
Well I'd asked them when they'd sent it, and it was only today, when it started getting bad, that she actually told me it was sent at the weekend.

Previously was just told "a cheque has been sent". If you were told that, then nothing arrived after a few days, would you chase it up? I guess that's where it's maybe just me being me, but I thought my emails chasing it up were polite.

And yeah all the first stuff, free night offer and everything, cannot fault them... it's the second part, where it start to get a bit worse - now even if I, as their customer, am a total idiot, is it good customer service to respond the way she has at times?
 
well i see your point, to a point. But you do come across as very impatient and also with the use of caps in your replies i dont blame her for getting defensive imo. You should have just waited it out a few more days then politley told them it hasnt arrived.
 
Yep, fair enough, cheers.
Use of caps (only in a couple of places) was that she didn't seem to comprehend it the first time round.

Was getting quite annoyed at getting told things like "Paypal are taking ages to refund me for something else" and "Sky are taking a long time to refund my friend"... can't see that being relevant for a business replying to a customer.

I think if I was told from the off (or even during) when I'd get the refund etc, then no big shakes, but I specifically asked them to let me know when I could expect it (actually £110 is always useful, and would have been used to book another event).

I do come across as impatient, you're absolutely right :)
 
At the start I would say you were baiting them (dont know why you needed to blab on to them about anything, they cancel, you ask for refund, job done) but there responses became more and more, resulting in border line threats of physical violence from them. As a company that is totally unacceptable/unprofessional. Though I would say they were very helpful to begin with, but much like helping a granny across the road it dont make mugging her after any better.
 
Thanks, that's pretty much how I see it. I know I'm a whinging git, and I know I moaned too much to begin with, but after the first part, where it was all polite, yes we were gutted but c'est la vie... it's the second part where I thought they crossed the line of being professional.
 
From reading that, I think you're being an absolute ass.

You're having a go at them for post being late. You honestly think they would not put the cheque in the post?

...
 
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Ok, I'll take that. Still don't think it gives them the ok to deal with me as they did towards the end, but that's my feeling I guess.

General concensus so far then is me just being an ass (or insert your own expletive). Fair play.

No, not having a go at them for post being late... all I wanted to know was when it was sent, that was it. I even state in there that these things can be late.
And yes I'm sure they did put it in the post, but I wanted to know "when". If it was only a day or two ago, then no worries, post could be late... If it was back on the 7th or even a few days later, then it is more likely lost. Now in my mind that makes sense, and I thought the request for that was polite enough.
 
Mason- said:
From reading that, I think you're being an absolute ass.

You're having a go at them for post being late. You honestly think they would not put the cheque in the post?

...
Click to expand...

+1... tbh, from reading it all, even up to where the OP became an ass the Lesley was really apologetic and professional. It then just became incredibly drawn out to the point I can sympathise with Lesley.

Sorry Daz, but you went a little over the top... then the email with the chronological order was not needed as it had only been three working days since they posted the cheque :/
 
I think also your dissapointment doesn't come across quite in the way it was intended also - always hard with email - which got her back up as well.
 
Well thank you all for your honest feedback. I know what I can be like at times, so some perspective is nice.

Not sure if I should draft a quick apology - seems difficult as I still think it ended from her at beyond an unprofessional level (even if it's understandable how I drove her to it).
 
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