One of the downsides of living without a car is that you rely on delivery services or ride sharing to obtain groceries.
I decided to make use of the Walmart delivery service, which uses Doordash. When my order arrived, it was entirely wrong. All of the diet soda was regular soda, not even one of the frozen items was the correct variety. I did not want to sign for the delivery, since it was not what I requested. The driver was apologetic (he had not picked the order) and he contacted Doordash customer service.
That was a mistake. The representative was less interactive than a phone tree, and simply repeated the policy over and over again. I was to work out the matter with the store. I was given no guarantee that I would get any redelivery or refund, so I refused to sign for the items. The woman continued repeating the policy, seemingly unaware that she could not force me to sign for the items that I had not requested.
I went off to talk with Walmart delivery services, expecting more of the same. What I got was a surprise – the lady was a native English speaker, polite/professional, and was actually outraged at the massive screwup by the store staff. She said that the company would eat the cost, and either give a re-delivery or refund. I told her she had saved Walmart delivery a lost customer, and gave her a rave review afterward.
Back to the Doordash people: I let them know that Walmart settled things, and I offer the driver the soda for making him wait. It looks like a happy ending, but instead, we get a call from the Doordash robot chick, who states that now she has decided to process a refused delivery, something she never mentioned before, and the driver needs to remove all of the groceries. I ended up giving the driver $5 cash for taking up so much of his time. (Doordash drivers are like Uber drivers – paid by the gig)
The contrast between the two was stunning. It reminded me of another situation I ran into while attempting to reserve a room for the Milwaukee meetup. I found a pricey room with a company similar to AirBnB, as everything else was sold out. I reserved the room and went to pay but my card was declined. I tried my Discover card, and I still had no success. I contacted Discover customer service, and I reached a pleasant and professional lady with clear English who told me my account was fine, and they troubleshoot the situation thoroughly; it was on the vendor.
I called the vendor, and I get someone with English as a fifth language. It was painful to explain the situation – what I got was that their credit card approval system was down, for an undetermined length of time. I was already suspicious of the company, and that was that for my plans of staying the night.
Customer service matters. It is the difference between loyal customers and people leaving in rage. I wonder if some of Chick-fil-A’s ability to overcome the protests was based on their reliably awesome customer service?
What are some of your stories major contrasts in customer service?Published in