Updated on June 4, 2018
Have you ever come across a situation, where your reaction is totally different than how you thought you would react, then you give yourself kudos because you handled that situation soo well? Well, that is exactly what happened to me during this past weekend. This weekend was quite eventful, and I learned a few things along the way.
So let’s start at the beginning:
On Saturday which was May 26th an order I placed online (on May 14th) was set to arrive at a local dollar store chain which shall remain nameless. I spoke to the manager over the phone at the pick up store, who proceeded to explain to me that the company website provided me the wrong information because they only receive shipments on Thursdays and they only had packages at their location for a man. She refused to place me on hold to double check whether or not the packages had been received in the store.
Then I called the customer service line to check the status of my order. The phone representative was very courteous, she even called the store herself because according to their system, my order arrived on May 23rd. Unfortunately, after having me on hold for a few minutes she returned to the phone to tell me the manager was rude to her as well and refused to look for the package even with all of the information she provided. So the phone rep offered me 2 options:
- Have the items shipped to my home within 5 business days.
- Send me a refund.
Now both of these options would work if I did not need these items by Tuesday. Needless to say I was very upset but I maintained my composure. I’ve worked in retail before and the proper action for the manager at the store to have taken was simply to get off her high horse and double check for my order. But of course she did not. I am surprised she is even a manager honestly because she lacks experience in how to give good customer service.
Back to my phone conversation. I informed the phone rep I would call them back if I wished to proceed with one of the options provided, since I wanted to try to see if I could get someone else’s help from that store.
Once I hung up with the phone rep, I went to the store. I spotted who the manager was instantly but of course this place was super busy because it was the Saturday before a holiday, Memorial Day; I did not want to cause a scene. I went back to my car to call the store. A store associate answered and offered to take down my name and asked me to call back in 2 minutes. I should have known better than to hang up, instead I should have held on the line once I heard the manager in the background say “Oh that’s probably the lady that called to have me reported.”
Of course when I called back a few minutes later they were not answering my calls. I went home frustrated, but had a party to attend later that day so this situation kinda moved to the back of my mind. For that I am glad since you shouldn’t dwell on problems and let them consume you.
The next day I decided to give this dollar store a call again, with a whole script in my mind of what I was going to say. Thankfully another associate answered the phone, she checked the system and confirmed my package was there.
When I got to the store I tried to avoid the female manager by asking a male associate to find my packages but of course he ended up checking with her. (Imagine how hard I rolled my eyes to the back of my head lol.) She hurried off to her office saying something to the effect of I will check but its not here. I told her I called earlier that day and an associate found my package in the system. The look on her face was priceless. Miss Know It All looked baffled! She asked me for the name of the person who I spoke with. I told her I had no idea but it was another woman.
The manager ended up finding my packages after giving me attitude about it.
Not only am I grateful that I did not give up, but I also learned to:
- Pick your battles. Know that somethings just aren’t worth your energy. Imagine if I stooped to the same level as that woman and got nasty with her? Nothing would have been accomplished. We probably would have been in a screaming match and I probably would have left the store even more frustrated than before. Instead I regrouped and tried my request the next day. I went into the store with a calm energy but with the mindset, that I was ready to demand my packages which I already paid for.
- Trust your instincts. My gut feeling was telling me my packages were in that store. I just had to figure out a way to get them. Sure enough they were in the store, sadly, I had to work with someone else who worked there other than the manager to get them.
- Be persistent. If you believe wholeheartedly in something, do not stop trying, go hard until you see the results. In this case I kept calling the store to see if I could reach someone who would actually help me. My persistence paid off because eventually, someone was willing to help.
Who doesn’t hate bad customer service? However, I gotta say I am proud of myself regarding how I handled that situation. I did not let that lazy worker defeat me. Hopefully in sharing my experience you realize there will be challenging times in your life but it is all in how you approach the situation, that matters the most.
Remember you only have one life to live so live it Be-U-tifully by being you to the fullest.
Peace & Love,