Your Worst Customer-Service Experiences Ever
Compiled by the DiversityInc staff
October 11, 2007
What's your worst customer-service experience ever? We invited DiversityInc readers to share their stories after media executive and "serious shopper" Jennifer Randolph told us about being profiled in a high-end department store. (Read Part I: Shopping While Black: One Serious Buyer's Customer-Service Nightmare and Part II: Shopping While Black: Pricey Stores Racially Profile Black Women of Jennifer's story.) Here's what they said.
Click here to tell us your story if you haven't done so already.
I too have had similar experiences. I was at an exclusive store in Buckhead and got ignored to the max! There was another black lady standing next to me at the counter. When I asked for help, she said, "I'm sorry, I thought you two were together." I had never seen the other lady before in my life. Why would she just assume that?
I decided to leave and return the following Monday. All I wanted was a keychain to go with my Dooney & Bourke pocketbook. It was a large bag so I decided to set it up on the counter when I went back the next time. The lady that ignored me on Friday was the same lady that was there on Monday. She saw that pocketbook and her eyes [popped] out of her head. She actually asked could she help me and I said, "No, but the other lady can. You see, I was the same lady that you ignored on Friday. There will be no commission for you today out of my wallet." She was just taken aback of course, but I didn't care. You see, my cash is just as green as the next person's.
—Aletha Helm
My worst customer-service experience ever was in Dillard's Department Store, Knoxville, Tenn. While I was picking up items around the store during a sale, one of the Caucasian female clerks called security to report that I was stealing. At the time, I had approximately $700 in merchandise that was to be a cash sale. I was never approached by the officer; however, she made herself visible. I asked one of the black salesclerks to hold my merchandise until I could return on another day because I was very angry. The next day, I confirmed with one of the salesclerks that the officer was contacted to follow me and was told that the Caucasian clerk had reported I was stealing. The black clerks vouched for me to the officer that I came into the store regularly and made purchases of $300 or more and during sales, even more. I contacted the general manager and discussed my anger and disappointment with the situation along with sending her a letter. The general manager asked me to return to the store and told me she would handle the situation. I did go back into the store, confirmed that the general manager had taken action, and the individual who reported me no longer worked in that store.
—Delores Mitchell
I'm sorry, but I don't think this is a black issue. There are people giving unbelievably poor customer service, and the color of a person's skin does not matter either in the salesperson or the customer. Recently I was in Neimans' shopping for shoes. There were five saleswomen standing in the department talking to one another. I was there to BUY! One salesperson appeared to be Hispanic, one was black and the other three were white. They did not speak and never approached me while I went from display to display looking at the shoes. I went downstairs to the business office and asked for the manager of the store and relayed to him what had occurred and how I felt about it.
—Sue McEwan
I am a white woman with an African-American daughter and husband. Suffice it to say we have been followed around department stores by security numerous times. When I have confronted store managers about this disgusting and unnerving experience they always offer a "discount" for something in their store. I find that to be even more obnoxious. I have told them that my shopping in their store is not for sale, that they need diversity training and that I won't be back nor will my family and/or our friends. There is too much available to contend with this offensive behavior. On the flipside, my daughter and I went into a smaller establishment for some dress clothes. We were treated very well with the sales associates going all around the floor coordinating items for my daughter to try. It was a lovely experience and made a shopper out of her with Coldwater Creek—and my daughter HATES to shop! It's all about customer service. It's actually all about decency—treating yourself with respect and others the same.
—Karen S. Green
Shopping in what was formerly McAlpins in Cincinnati (now Dillards) in the boy's department buying school clothes for my son ... when I completed my selections, I waited my turn at the sales counter. There was one person (white female) in front of me and another walked up after I did. When the salesclerk finished with the previous customer, she asked who was next and proceeded to speak to the customer who had approached the counter after I did (white female). The customer motioned that I was next. I informed her that I was next, her reply was, "What does it matter?" and was going to wait on the white customer ahead of me. I then said to her, "Since it doesn't matter, then you put the sh** back!" I threw all the clothes on the counter and told her that she wouldn't be getting any of my money and left the store. [I] was going to spend big dollars. They lost my sale that day.
—Michelle West
The one I think of most and laugh about is when I was at home and received a call from someone identifying himself as head of security at Macy's (Kaufmann's at the time). He wanted to know if my store charge had recently been stolen and I said no. He said, "Are you sure?" and then said he was watching a male on surveillance using my card. I laughed and said I had sent my husband to buy our oldest son a birthday present. The man pressed, asking if I was sure it hadn't been stolen or did my "husband" have my permission to use the card because this man was with a female, using my card to purchase a television set. I grew frustrated and told him no, again, the card wasn't stolen and that female was my son, who was wearing long dreads! I hung up and called my husband and told him what had happened and he said, "Oh, that explains why they are giving me such a hard time here!" Some might say thank goodness for the store's precaution but I smelled a racist rat because the security guy didn't want to believe my husband had permission to use the card and he thought my dreadlocked son was a woman!
—Veronica Bunkley
On Aug. 8, 2007, I patronized the Bennigan's Saddlebrook, N.J., location. I was abhorred with how I was treated! Upon entering the restaurant, I had to wait two minutes because the greeter was not at her post near the door. Upon being seated, the waiter, Andrew, did not ask me whether I wanted a drink. I had to get his attention after he waited on a table near me to order a drink. When I received my drink, I had to initiate the fact that I knew what I wanted to order. Once I received my entrée, I was not asked at any time during my meal whether I needed anything, including a refill (which I never received).
After completing my meal, I sat in my booth for five minutes and Andrew had not approached/asked me whether I would like my check. I left my booth and stood by the register. I watched an employee for the following shift enter the door as well as a young female employee instruct[ing] him on his duties, including seeing another employee see me standing near the register, only to ignore me by going in the opposite direction!
I finally saw Andrew as he gave some drinks to a table. He approached the register to enter them, saw me standing there and motioned to move in the opposite direction. I immediately stated, "Aren't you going to give me my check?!" I also informed him of the rudeness with which I had been treated and he became very defensive.
I talked with the manager and he could not understand English very well. He only gave me a free entrée coupon. I drove home and immediately looked up on the Internet the customer-relations department. I called them and gave them my complaint. I followed up my verbal complaint with an e-mail submission to the company. I drove to the post office and mailed off a physical letter to the customer-relations department.
Result: I received a phone call from the area manager. He apologized. He also affirmed that I would receive my full refund for which I had thoroughly requested. I received my refund check and cashed it in!
—Tracey Y. Young
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