I’m not a confrontational person, I never have been. I don’t like drama and I usually keep negative opinions to myself except for in one area…customer service. I believe in rewarding great customer service with compliments and phone calls as much as I believe in complaining when something is just not quite right.
Just to be fair I want to point out that while I will complain about customer service like my experience with Panda Express I also blog about great customer service like my experience with AT&T. Today my friends is a complaint!
This weekend in my fitness craze I decided I would walk around the block with Honey riding next to me on her bike. One step into the garage and I realized Honey was not riding her bike. Let’s just say we bought the bike when she was 2 and she is now 6 and is above average for her height. So biking shopping we went!
I’ll skip the before Toys “R” Us and get right to the point. Having not found a bike at the previous store we decided to swing by Toys “R” Us in hopes of finding something suitable. We went straight to the back and looked over all the bikes. Taking some down for her to ride to find the one she liked the best. After 30 minutes we chose a cute white/black/pink one that just said “Honey” all over it.
I wasn’t sure if I needed to bring the bike up to the register or the ticket. I knew I wanted one that was put together so I found an associate and my irritation began.
Me: I was wondering if I needed to bring up this ticket or the bike to the register? I want one already put together.
Associate: Let me check to see if we even have this in stock
Me: (I thought this was strange I knew they had one my daughter was on it)
They scanned my tag, pushed some buttons on their scanner…
Associate: Sorry we don’t have that bike in stock.
Me: Ok I’ll just buy this one (pointing to the bike my daughter was on).
Associate: You can’t buy that one and we only have about 10 bikes in the back and it will probably be 2 months before we get anymore back in.
Me: So…you have all these bikes put together on display for what reason? If as a customer I can’t purchase a bike what is the point of them being out on the floor?
Associate: So the children can look at them and ride them and find which one they like?
Me: And then what? We can’t purchase it?
Associate: Well not right now we don’t have any?
Me: And I can’t buy the one that is put together that you do have?
Associate: No we are not allowed to sell those.
Me: So I came in here and spent a half an hour picking out a bike to find that you don’t have any to sell me?
Associate: We don’t have any right now.
Me: What about this one? (I’m now pointing to a three identical bikes all put together)
Associate: No we can not sell floor models.
I decided to take my questions to customer service and tried to logically state my case that it is pointless to have floor models when I couldn’t purchase one. That I just wasted 30 minutes of my time checking them all out only to find I couldn’t buy ANY!
Now if the policy is they can’t sell floor models (which I think is stupid) then so be it, but why have all these bikes displayed with nothing saying “Out of Stock” and let me, the consumer, spend my time testing and finding the right bike to find out in the end you can’t sell me one anyway. I understand that Christmas just passed and there stock is limited, but if you can’t sell it TAKE IT OFF THE SHELF!!!!!!!!!!
Ok rant done!