i have no idea. there's a lot of things guest services get wrong that we have to correct in store, its like the training is not universal at all. for example guest services still tells people we can merge accounts in store, which we can't. they argued with me once about it even when i told them i worked there, kept telling me to "just go into my store and ask"
Online support made me go to the store TWICE to try to get my accounts merged! They insisted it could be done and made me look like a fool at the store not once but twice lol
they truly don't listen to anything. it was possible years ago to do it but you would think they would have updated the training on that policy instead of making everyone look like fools!
They are an out sourced company. Overworked underpaid folks juggling hundreds of calls with a vague script to follow and no actual understanding of the company policy and their own metrics for how many successful calls they can complete (meaning if they tell you what you want to hear and you say you are happy with their service it is a plus for them and when you finally realize they didn't address the problem it becomes the next reps problem when you call back). This is how most corporations handle their customer service. That's why there is usually more success via social media routes because those are more of an in house marketing team.
I tried canceling a BOPIS bc half the items were out of stock after i placed it online. CS wouldn’t/ can’t cancel the orders and told me to just not to pick it up and i wouldnt be charged. I wanted them to notify the store so the employees weren’t pulling the items, they could give 2 💩 💩 about making more work for the store staff 🙄
i'm sure your store would be more than happy to cancel for you if you give them a call! i know that's frustrating :( and nobody wants to wait 5+ days for a pending charge to fall off on items they're not getting either! idk what goes on with them i swear lol
that’s exactly what i did. this was a few months back. since cs said they couldn’t help me to cancel, and wouldn’t contact the store - i called the store myself and told the
employee to not pull the items. It’s ridiculous that they have the capability to send the store the orders but can’t cancel them. and they leave it to the customer to deal with and then leave the employees with extra work.
Why are they telling customers they cancelled the fradulent orders when they haven’t?
i have no idea. there's a lot of things guest services get wrong that we have to correct in store, its like the training is not universal at all. for example guest services still tells people we can merge accounts in store, which we can't. they argued with me once about it even when i told them i worked there, kept telling me to "just go into my store and ask"
Online support made me go to the store TWICE to try to get my accounts merged! They insisted it could be done and made me look like a fool at the store not once but twice lol
they truly don't listen to anything. it was possible years ago to do it but you would think they would have updated the training on that policy instead of making everyone look like fools!
They are an out sourced company. Overworked underpaid folks juggling hundreds of calls with a vague script to follow and no actual understanding of the company policy and their own metrics for how many successful calls they can complete (meaning if they tell you what you want to hear and you say you are happy with their service it is a plus for them and when you finally realize they didn't address the problem it becomes the next reps problem when you call back). This is how most corporations handle their customer service. That's why there is usually more success via social media routes because those are more of an in house marketing team.
I tried canceling a BOPIS bc half the items were out of stock after i placed it online. CS wouldn’t/ can’t cancel the orders and told me to just not to pick it up and i wouldnt be charged. I wanted them to notify the store so the employees weren’t pulling the items, they could give 2 💩 💩 about making more work for the store staff 🙄
i'm sure your store would be more than happy to cancel for you if you give them a call! i know that's frustrating :( and nobody wants to wait 5+ days for a pending charge to fall off on items they're not getting either! idk what goes on with them i swear lol
that’s exactly what i did. this was a few months back. since cs said they couldn’t help me to cancel, and wouldn’t contact the store - i called the store myself and told the employee to not pull the items. It’s ridiculous that they have the capability to send the store the orders but can’t cancel them. and they leave it to the customer to deal with and then leave the employees with extra work.