Atrocious, condescending, offensive, sarcastic customer service.
The following is part of an email exchange concerning a complaint, between a customer service representative that took place today. I redacted my name and his name, and the name of the product replacing it with a generic description. "Hello, I do not understand why you refunded the 'name of product' Soap. There were TWO (2) available when I purchased it. That was THE soap that I wanted, and only added the 'second soap name' from my wish list to get the free shipping. Can I not count on your website inventory to be accurate?? If we cannot, why should anyone shop your web site?? Can you contact the manufacturer to get one for me?? Most sincerely yours, a very good, wholly disappointed customer," Response for Pasteur: "Hi (my name)! We apologize for any inconvenience. Unfortunately, The item is out of Stock. Unfortunately, we won't longer carry (product name) Soaps. My reply: "Mr. (Cust Rep name), You did not answer my questions. I spent a LOT of money with your company and this the response I receive? I respectfully would request that your refer my questions, concerns, and complaint up to a manager who will appropriately address these issues! If you are a supervisor, I would like to receive an appropriate response addressing my concerns from a manager. Additionally, why would you stop carrying (Soap brand name) soaps? Their products get very good reviews on the various shave forums to which I belong. That does not make sense. Thank you." Pasteur reply, " Hello (my name), I want to confirm that I addressed your concern correctly. Regrettably, the product is currently unavailable. We are unable to control issues such as damages, breakages, or missing items on our shelves, or the fact that the item did not meet the quality standards for customer delivery. This is why we are currently out of stock. Regarding item (soap brand), both parties have agreed to proceed with the partnership until further notice. We sincerely apologize for any inconvenience this may have caused." My reply, "Mr, (Cust rep name), Your title says "Customer Service Representative." I specifically requested that you pass my concerns to a manager for a response. Additionally, your answer was another deflection. I want to speak with someone else. If you do not forward this to a manager for an appropriate response, I will call the store tomorrow and ask to speak to one and will convey my dissatisfaction. The only positive part of your message was that you will continue to carry (soap brand) shave products." The same Pasteur 'Customer Service Rep's response to me: "Hi (my name)! Awesome. Have a great day!" The exclamation points were the customer service reps. I have not added anything to this responses. They are all his own This is the worst customer service I have ever encountered!! This is posted as a WARNING to potential customers of what to expect if you have any concerns/complaints and ask to communicate with someone higher.
By Frank A.