flampton
Ecological Reefing
I was debating whether to write this up. I decided it is in the best interest of the community at large. Now the actual problem in this case isn't even important but for background, it just revolves around trying to add another coral to my order before it was shipped.
Now if the actual problem isn't the problem, then what is?
Well when I found out my email had not been read (many hours earlier) and the shipment went out without the coral I basically asked what the deal was. The initial response I received was a big defensive we're very busy, super busy time and just didn't have time to get to your email. A weak little throwaway apology, and an offer to ship the coral for free.
The offer was of course generous, but the tone of we're too busy for you was not an acceptable apology. Any vendor out there should know that just throwing free stuff at a problem stops working when the customer isn't money based. Anyways I asked manager to call me, to let them know my frustration with the apology. A manager called me (name retracted), and I told them that I would like a real apology as the initial apology was just defensive we're too busy too help gaslighting.
And get this the manager starts defending the customer service rep!!! In my head I'm thinking is this actually happening. All I want is an apology and you're defending your customer service rep and saying they did their job well?????
And so I'm like mmmkay you just lost a potential years-long customer because you don't want to apologize?? And basically the manager was just sitting there on the phone, and I think really confused because I just didn't take the free shipping and shut up. That is just bizarre customer relations.
Vendors, if someone is just asking for an apology (not free coral, not free money etc..) and you think there wrong...Still apologize as it costs you nothing.
Anyways I no longer shop at TSA. And I just hope in the future they improve their relations because they deal a decent product.
Now if the actual problem isn't the problem, then what is?
Well when I found out my email had not been read (many hours earlier) and the shipment went out without the coral I basically asked what the deal was. The initial response I received was a big defensive we're very busy, super busy time and just didn't have time to get to your email. A weak little throwaway apology, and an offer to ship the coral for free.
The offer was of course generous, but the tone of we're too busy for you was not an acceptable apology. Any vendor out there should know that just throwing free stuff at a problem stops working when the customer isn't money based. Anyways I asked manager to call me, to let them know my frustration with the apology. A manager called me (name retracted), and I told them that I would like a real apology as the initial apology was just defensive we're too busy too help gaslighting.
And get this the manager starts defending the customer service rep!!! In my head I'm thinking is this actually happening. All I want is an apology and you're defending your customer service rep and saying they did their job well?????
And so I'm like mmmkay you just lost a potential years-long customer because you don't want to apologize?? And basically the manager was just sitting there on the phone, and I think really confused because I just didn't take the free shipping and shut up. That is just bizarre customer relations.
Vendors, if someone is just asking for an apology (not free coral, not free money etc..) and you think there wrong...Still apologize as it costs you nothing.
Anyways I no longer shop at TSA. And I just hope in the future they improve their relations because they deal a decent product.
