Donald T.

Policy states no returns after 90 days, but the problem with the shirts became a greater issue past the 90 day mark. Have bought the non-iron dress shirts with no issues and love them. Saw the Egyptian Cotton shirts on sale at a good price, so I thought let's try it. Shirts after they dry look as if they had been wadded up into a ball and someone had played basketball with the shirt. Iron and starch the shirt, wear it for an hour and it begins to look the same. Wore the shirt the other day for two hours. Took off my suit coat and a friend who knows me well, asked if I had slept in the shirt. Shirt does not stay pressed.
Talked with 3 different people at Paul Fredrick. Policy, Policy, Policy... though they did offer to sell me two of the non-iron shirts at a 25% discount. But, tough out of luck, in getting a refund on a poor quality shirt that was sold to me.
I had done business for about 20 years with another men's clothiers firm; their quality of merchandise has been being downgraded over the past few years, was looking for someone else to buy from. Have liked he non-iron shirts, good quality at a somewhat decent price. Was getting ready to order a suit to see what the product is like. But, I guess, Policy is more important than keeping someone who would have become a long-term customer. Good Bye, Neal Black.

Mr, Menear,

I have had an issue with an order since August 17. I am going to go into every detail…. But I have spent over 20 hours of my life on this issue to receive the following type of customer service.

August 17 – talked with on line rep regarding missing 6 handles, he said he would order them.

Sept 3 – talked with Charlie to be told that the order was never placed. She gave me a run around

Sept 3 – talked to Jessica after I received a very poorly written vague email from Charlie. Jessica promise to watch what is going on and she promised to contact me back the next day…

Received 2 handles instead of 6, Charlie ordered 2 not 6.

Ended up speaking to several other individuals and promised return calls that did not happen.

Ended up speaking with

Tamikka Wiley
Executive Escalation Support, Online Contact Center
The Home Depot
Office: *******704 Ext. *******

Her customer service has been nothing but a poor joke with a very poor punch line. On one occasion she put me on hold for 30 minutes, then when she came back on line, after having me on hold for 30 minutes, and said… "ha ha, no more dialogue, good bye." Thirty minutes of being on hold to be told "ha ha, no more dialogue, good bye."

Sept 30 she sent me an email, it stated if I had questions to call her. I have called at least 6 times left messages and she never returned those calls.

Have spoke to Pam, Tamikka's supervisor three times. She has plainly told me that she will not answer my questions… I have request at least thrice for her manager to give me a call. She states she has told him, and he will not. Last time I spoke with Pam, the call got disconnected and she did not return the call. Therefore, I don't know what is going on.

I have sent several emails to you at your home depot email address, complaining about Tamikka and Pam. And, Tamikka told me that you have not seen those emails and that they have been forward to her. Why do complaints about an employee get forward to the employee and you never see them when they are sent to your email address. I guess this is one sure way for the employee to be able to cover their butt, because they see the email and gets to throw it in the trash can?

Sept 30 called the 800 number to file a complaint. Gentleman told me he would have his supervisor give me a call. Later that day, received an email that said, his dept would not handle my complaint, he has forward it to…. I will receive a phone call in the next 48 hours. Six days later, no phone call.

October 5, around 3 pm spoke to a lady, who promised that her supervisor would call by end of business, which would be 8 pm central time. No phone call returned.

October 5 7:45pm, called and spoke to Lu. Filed complaints and asked for a phone call from Pam's manager.

October 6 3pm, spoke to a gentlemen, he promised me that his supervisor would call me today. Phone call did not happen.

October 6,7 pm, spoke to Lu, she did not request a return call from Pam's supervisor like she told me should on Oct 5.
So, I am sitting here in the dark, after 6 weeks and over 20 hours of my life wasted and do not know what is going on… when am I going to get the correct merchandise, etc. I have BEEN LIED TO OVER AND OVER AND OVER AGAIN, THAT SOMEONE WILL CALL ME AND IT DOES NOT HAPPEN.

Is it a requirement to be a habitual liar to become an employee of your company?

I could probably write another 3 pages of complaints in regards to this situation. But I won't. Would welcome a phone call from you personally.

Don

Attempt to call several times earlier today. Kept getting sent to voice mail and then disconnected. Finally able to leave a message. Waited about an hour and a half, no return call. Attempt to call again several times. Got voice mail and then disconnected. Finally got a live person, connected to the wrong person. Was told that the problem was their new system, the same stinking excuse given to me several times over the past three weeks. Asked when they were going to get their system fixed. Response... let me get Ayah on the phone for you. Ayah on the phone, asked if she got my message from earlier in the day. She asked what message? Got disconnected. No return phone call. I guess they will blame that on the system too. Ayah not able to pick up the phone and call me back will be a system issue, the system sure is getting blamed for a lot of customer service issues. And, yes, I know what the response will be from this company to the BBB, it will be for me to contact my personal shopper. But, how in the world do I contact my personal shopper when the stinking system is working and when you get disconnected your personal shopper doesn't have the character and integrity to return a phone call.

Walt Disney was fired from his first job, because he lacked imagination. I have to imagine that Goofy is the CEO of this organization, for this is the characteristics of the type of customer service you receive.
For each interaction of customer service is a nightmare from elm street. Just waiting for Chucky to show up at my door.
Its been 4 months of dealing with issues. Of being told over and over, "I have listened to the tapes and we have delivered the worst customer service. Give us the opportunity to change that, stay with us.
We will give you a personal shopper to make a difference." No difference has occurred... but, wait a second, there is a difference - ITS GOT WORSE!
The manager I keep talking to keep making promises that are not kept. For example, because of garbage customer service received in the past, Bradford Exchange will send me three items at no cost. Received them and guess what, each came with an invoice to be paid.
So, I have to find time, to call them again, during my work hours. Or, maybe, the CEO Mr Goofy can give me a call? Oh, I forgot, he doesn't take phone calls because he isn't concern about customer service.
Two other items, I wanted was delivered, with invoices. I had asked for them to be put on the credit card and for them, since they were part of a series to enroll me in the series.
So I have to call to get these invoices paid.
My personal shopper called on Wednesday, asking about enrolling me in the series delivery system... I guess the manager I had talked to the week before is unable to do what she promised when she said she would enroll me. So, on Wednesday, I told this personal shopper, to enroll me in the series. On Thursday, she called and left a message, asking me if I wanted to be enroll in the series.
Late Thursday afternoon, I return call and left a message for her to put me in the series as we HAD DISCUSSED THE DAY BEFORE. Not certain, whether, I have been enrolled in it or not haven't heard anything back and its now been two days.
Product or Service Mentioned: The Bradford Exchange Customer Care.
Preferred solution: A call from the CEO - would like to have an explanation of why the poor customer service continues..

BUYER BEWARE
I placed a flower order several months ago, with promises made of a certain arrangement, certain delivery date and time. Delivery day was not met. It took several hours on the phone to deal with the issue. Promised an upgrade on the arrangement with delivery the next day. Flowers delivered were not even Walmart quality. After being lied to by several representatives this issue was finally pushed to upper management, who asked that I give them an opportunity, in the future to make it right.
So, on February 13, gave them that opportunity. Spoke to upper management in the processing this order. Received an email from this company stating it would be delivered on the 13th. Delivery did not happen on the 13th. Spent two hours again the evening of the 13th talking with a representative and two different supervisors.
The first supervisor, made me some offers and promises which included a call to the florist, immediately, a guarantee delivery on the 14th, an upgrade in boquet, and a 30% refund. Asked me to hold while he processed those promises and once we got off the phone, he would email and in the email would list what is being done to correct this situation. Was disconnected from this supervisor while I was on hold. I waited an hour, checked my email, no email.
Called again, spoke to a supervisor. Was informed that the notes on my account regarding my conversation with the first supervisor said, "Customer was offered Transferring customer to another supervisor." Therefore, I confirmed that nothing had been done regarding the correction of this order. I confirmed, that at this point, had I not called back in, there would have been no contact with the florist, no upgrade, no credit of 30% off, etc.
Several things that extremely frustrates me during my conversation with both supervisor are:
-Found out I had ordered and paid for a premium arrangement and only a regular arrangement was ordered for the florist to make.
-the order stated it was going to a residence and not a business, therefore, delivery times were not correct. And it took me telling the first supervisor about 10 time to change it and he did not change it. It took me telling the second supervisor about four time and then getting down right nasty and rude with him to get him to change the order to a business delivery. I guess folks in Connecticut believe that delivery to a bank is residential.
-the first supervisor did nothing that he promised to correct the situation
-I told the first representative and the first supervisor, that I did not want an apology from send flowers sent to the recipient. When I spoke to the second supervisor, an apology was still going to be sent.
-I wasted two hours of my life, in attempts to get this situation corrected and my contact with these two supervisors was very unprofessional.
So, the drama continues on the 14th. I left several messages the night before to the two upper management people who I had talked to on the 13th who took the order and processed the order. It took them 2 hours and 15 minutes after they came into work to return my calls / messages left the night before. This shows the priority they put on this situation. And the response I got was really nothing, for they were waiting on communications from the florist and other excuses. I was transferred to the operations manager, who in the past, when I asked to speak to him, was told that he does not talk to customers. Really, in my opinion, just received pat answers from him.
And the drama continues. Flowers were to be delivered to my friend, who works in a bank in Jacksonville, Florida. Someone calls the corporate offices of the bank in New York City, talks to management there, to see if the flowers have been delivered. When the flowers are delivered the arrangement consists of at least ½ of it being baby breathe, about half of the stem of flowers represented in a deluxe arrangement and this was suppose to be a premium, with an upgrade, with extra stems put into it. The arrangement displayed on the website was a beautiful multicolored flowers, that was full of flowers with very little greenage. Rather, we received a sea of white daisies and baby breath with about 9 stems of colored flowers.
Then I received a phone call upper management person asking me if my friend received one or two arrangements. I was informed that the operations manager made the decision to have a second florist involved and to make a delivery because they felt the first florist was being wishy washy and he was certain a delivery would be made at all. A decision made to a second arrangement sent from another florist, without cancelling the first. HOW STINKING EMBRASSING for a woman to receive at work two arrangements on the same day, from the same guy! How stupid it makes me look for her to receive two arrangements.
Here is the bottom line Everything rises and falls on leadership! If the operations manager makes such stupid customer embarrassing decisions, no wonder, the regular employee and supervisors do the incompetent, unprofessional, customer service that they do. If two upper management personnel / supervisors process my order like they did on this one, no wonder, the regular employee and supervisors do the incompetent, unprofessional, customer service that they do.
Note: I have asked to speak to the CEO of this company and have been informed that he doesn't talk to customers.
Yes, I will recognize that I have received a total credit for the cost of the arrangement. But, that does not resolve their consistent inability to provide good customer service to their customers.