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Thread: My online fabric shopping experience. What should I do?

  1. #1

    Join Date
    Nov 2008
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    Im sorry but Im venting here! I had a 10 dollar gift card for Joanns fabric. I was browsing there online and saw they had a special if you signed up for Joanns online you could get your first shipping for only $2.95. So I clicked on the register button and my luck It said I didnt have to enter any codes and I could still use a coupon. Yah! I love coupons. Well My basket had 6 items in it 5 of those were already on sale. The way it is worded on joanns coupons Is you couldnt use the coupons for Items already on sale? Well when I typed In the coupon code It kept making something that was already half price full price and then putting the coupon on that instead of the item that was not on sale. Well I called the number that was on the page and spoke to a lady and she said she would call me back. When she called back she was going to put my order in through her so I told her about the shipping. She then proceeded to tell me that I couldnt use a coupon because they only allow 1 promotion at a time. I know this already but the site said I could. She repeated herself three times and I tried to read the thing to her three times and then asked her to go to the website to look at what I was looking at. She refused! I asked for a Supervisor and she told me none was available and that they would tell me the same thing and that I would have to contact the corporate office at there address. And then she proceeded to tell me that If i could not afford shipping that I should not be placing an order anyways. How very rude. :evil: and I told her so! I was very upset at this point and my voice was raised! All I wanted her to do was look on the web site to see what I was looking at! Well as I was pretty much begging her to do this she spoke over me to give the corporate address and then hung up. I dont have her name but I do have the time she called me and from what number. WELL I called the number on the page again and spoke with another lady who appolagized about that and did my order with no problems and in record time using both the coupon and the 2.95 shipping special. I have a letter drafted to send to this corporate office but seeing as I dont have her name I dont know if it will help anything? Any ideas?

  2. #2
    Banned
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    I am wondering what you want to happen.

    You got better service from the other person, who took care of you..

    I would mention her in a positive way in your letter, and mail it, knowing that you have provided a much needed feedback.

    Companies encourage feedback from their customers and yours is deffinately one for their customer service training..


  3. #3

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    Nov 2008
    Location
    Mass
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    Im not sure that I want anything to happen but she was soo rude to me. I did mention In the letter I have ready that the second person deserves a raise. :-) I was soo upset that I feel I have to at least send the letter so they do have the feedback.

  4. #4
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    Cherry,

    The reason for my question was just to make sure you didnt expect the company to take action against the person who treated you badly.

    While I agree, if it was my company, I would take adverse action against a customer service individual who treated someone in that manner, I think that the most you can expect in that regard is for them to use it as a training conversation..

    I think it will make you feel better to let this company know of your experience.. That is why I recomend you send the letter..
    and who knows, you may get a new discount coupon...

    Good luck

  5. #5
    BlueChicken's Avatar
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    I would definitely send a letter, far too many people will complain to everyone BUT the company involved. If they don't know staff are being rude, they can't fix it.

    Having said that, keep the letter brief, make sure it's factual and not too emotional. And make sure it's signed, so they can reply if they want to.

    Good luck,

    :-)

  6. #6
    Super Member Marcia's Avatar
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    I think a well written, unemotional letter to corporate hq will be helpful to them. PR is very important to large companies and they do appreciate feedback from consumers. Kudos to you for taking the time to let them know about your experience.

    Good for you for calling back and getting someone else to help you. Hope you enjoy your purchase.

  7. #7
    Power Poster dreamer2009's Avatar
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    Hi Cherry,
    I went through a similiar experience with a hugh order on black friday.They sent me 1/2 of the order stating were out of the rest. I called that number also and was appalled at the total rudeness of the person not once but twice. I told here to send me a return label as I was sending the entire order back. I was fuming inside. Every time I called to get a manager that same female answered no matter the time of day. I finally deceided to send an email to customer servive dept. which is onJoann's site and explain nicely the problem. The customer serv. dept. handled things according to my satisfaction. I would advise you to contact them and at least report the abusive bhavior , the date and the time you called to the best of your ability. I don't believe we should be paying hard earned money for the priviledge of being abused. I can still hear her rudeness in my head to this day.This is only my opinion.
    dreamer

  8. #8
    Power Poster sandpat's Avatar
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    I would advise you to wait a few days to send your letter. Cool off and reread the letter you wrote. If necessary, rewrite it then send it. I've found over the years that my first response often is a little overbearing...but thats just me.

    I do think that companies need to know how their employees are responding to customers- both bad and good. They always take things more seriously if the letter is not too emotional and is factual. Good luck and I'm sorry you had such a bad experience.

  9. #9
    gigi2landon's Avatar
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    you've just done everything you need to do. You've told how many people? and those people will tell how many more people?


  10. #10
    Power Poster dreamer2009's Avatar
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    Quote Originally Posted by sandpat
    I would advise you to wait a few days to send your letter. Cool off and reread the letter you wrote. If necessary, rewrite it then send it. I've found over the years that my first response often is a little overbearing...but thats just me.

    I do think that companies need to know how their employees are responding to customers- both bad and good. They always take things more seriously if the letter is not too emotional and is factual. Good luck and I'm sorry you had such a bad experience.
    SANDPAT...I agree with what you have written here . It is a good way to approach the issue.
    Companies should know what's going on but we don't have to be mean in the process.I waited several days because I was so angry and knew I would accomplish nothing with all the anger.

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