Customer Service No Longer Exists

Saturday, September 02, 2006
A fellow blogger, the fabulously ultra-cool BARBARA B, recently received the crappiest "service" at office supply store OFFICE DEPOT. Please read about her encounter with Pete Burns, an employee of Office Depot, who can only be described as an idiot.

Inspired by her action, I have decided to lodge my own complaint for crappy service that I have recently received. It is certainly not of the same calibre as Barbara's experience but unless people speak up, nothing will be changed and company's who consistantly provide substandard service will continue to do so.

My complaint is about McDonalds. Now, before anyone starts telling me that the last thing I need is grease laden, sugar filled bits of "food", I try not to go there very often, perhaps once or twice a month (which is probably one or two times too many!). I would also never recommend that anyone eat at McD's as there is no nutritional value in their "food" whatsoever - if you doubt me, check out Morgan Spurlock's documentary "SUPER SIZE ME". However, this morning I decided to whip over and get some breakfast before going grocery shopping first thing (zoo trip with the family planned for later). I waited 10 minutes in the drive thru, my order was wrong, it was cold, and the teenage employee was rude. This wasn't the first time I've received service like this from McD's. However, I've had enough. I will no longer be giving them my tiny bit of business. Over the years, the quality of their food and the service they provide has steadily decreased. As well, as a former employee of theirs, I can honestly say that the training they provide to their employees and their commitment to making their customers happy seems to have gone out the window.

Anyone who knows me will tell you that I do NOT believe that the customer is always right. Far from it. However, a big part of any store's success is repeat business. Unfortunately for McD's, I will not be returning to any of their stores. I'll be sending off a carefully worded letter to their Canadian head office today (I could not find an email contact on their website). With my luck, they'll send me coupons to make up for my experience. Sheesh.


Alun said...

I've got to ask the obvious question. If you're not going back to them what use are the coupons?

Karen said...

Sorry, it was early and I was writing quickly because I was on my way out. I don't want the coupons but I want them to be aware that they're losing a customer. A company of their size may likely send coupons in order to smooth things over. However, should they do so, I will NOT be using them and rather than giving them away to friends, family, or coworkers, I'd rather return them.

It's been my experience in the past that companies often try to placate disgruntled customers by offering them coupons or discounts to their store/restaurant/etc. That way the person who has threatened to not return will in fact likely do so in order to use the coupons they've received.

I hope that makes more sense.

Wandering Coyote said...

You go girl. Just read Barbara's story, too. I personally boycott anything Indigo-related: Chapters, Coles, you name it, because of how I was treated as an employee there.

I think I've eaten at McDonald's 4 times in the last 10 years!

Alun said...

I thought there'd be some sense behind it, it just seemed a little odd in context :)

$110, not bad.

Karen said...

Yes, I think I was having a moment when I wrote it.

I'm very happy with the amount I've raised so far (thanks again)! Still $90 short of my goal but I'm waiting for 2 coworkers and my brother to donate - that should put me almost to the "finish line" so to speak.

Barbara Bruederlin said...

Yes! Good for you! I would stop going to McD's in support, except that I already did a few years ago. However, when I did still eat there I very frequently did not receive everything I has ordered and paid for in the drive-through. It got so I would go through the entire bag to ensure they got it right before pulling away from the window.
Mistakes will be made, but there is NEVER a reason to be rude to the customer.
I will spread the word and thanks so much for the shout and for your support! You GO!

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