My mother worked in retail for over 20 years, so it’s hard to go shopping anywhere without hearing her say, “Customer service isn’t what it used to be.”
I also can’t help but notice the downward spiral of some retail stores and customer service reps thanks in part to the rise of online shopping. Whereas shopping in the store puts you in direct view of the workers and the team tasked with making sure everything's kosher, online shopping in most cases never puts a face with a name.
In some cases, e-commerce companies try to scam their customers out of money without providing the goods and services that were paid for. While the internet may have hurt the customer service industry, thanks to social media, negative interactions with these fraudulent companies are going viral. After one fed up cyber shopper waited over a year for her products, she took to social media to vent her frustrations.
Zoe Ann Kelly and her boyfriend, David, ordered nearly $200 worth of clothing from an LA-based company Profane as part of a Black Friday sale during the 2015 Christmas season.
Months later, the pair’s shipments had yet to arrive, so by April of the following year, they decided to contact the company to see what had gone wrong.
They assured Kelly that the items would be reshipped, but when they failed to ship once again, reps became dodgy with their responses. They would rarely reply and when they did, it would be to say they’d handle the issue “tomorrow.” Unfortunately, tomorrow never came.
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