One of the benefits of writing this blog is that I get the chance to share some of my personal experiences with you. Sometimes this is a good way for me to vent. And hopefully, sometimes it can be a source of empowerment or inspiration for you. Maybe it will give you a chance to share your voice too!
Customer Service is the MOST important thing to me as a consumer. I’m totally fine with stores ringing up my purchases incorrectly, or people making mistakes.. that’s life, it happens. As long as the store apologizes and takes care of the problem, I am a customer for life. Customer Service will make or break a business…. and I’m still really surprised that business owners and managers do not grasp that concept!!
With that being said, I had one of the worst customer service experiences of my life this past weekend. One of my favorite places to shop for shoes is called Forever Young Shoes. I believe they are only located in Utah at select malls. I even asked to get Gift Cards to Forever Young Shoes for Christmas. That is how much I like their products.
About a week ago, I used one of those gift cards to purchase a pair of black heels. I bought my regular size, an 8 1/2, and left the store really excited about my purchase. When I got home and put them on to go out for the evening, I realized that my feet have grown!! Is that possible?? Oh, the joys of having a baby! They were just too tight to manage.
Two days later, I went back to Forever Young Shoes and asked if I could exchange the shoes for bigger size. She said yes and to my dismay, the size 9 shoes were too big! Seriously?? So, I wasn’t really quite sure what to do because I just LOVED these shoes and didnt want to give them up. The Assistant Manager told me that I should take the 8 1/2 shoes home and wear them around my home for a week and stretch them out. I was kind of surprised she said this, but she did. She promised me they would stretch out and if they didn’t I could bring them back.
One week later, my feet still didn’t fit in the shoes. So, on Saturday, I went back to Forever Young Shoes to exchange them for a completely different shoe all together. When I approached the main manager and told her about my situation, she was LIVID! She was ranting and raving and telling me that the shoes were completely damaged. That she was going to lose her job and money on exchanging the shoes for me. She even said that she should just thrown the shoes away!
Now here I am completely caught off-guard by some crazy manager who is not frustrated, but frustrated at me! I explained politely that that was what I was told by the assistant manager the day I came in and if it was going to be a problem, that I would have just exchanged them the day I was there before.
This manager treated me like I was a criminal. Nver in my life have I been treated so badly. I really could not even believe it. I can understand why she was frustrated at her assistant manager for telling me that. But she even went to the point of having me stare down the employees to remember the girl who told me that so she could fire her. What an awkward position to be put in right?? I don’t want to fire anyone… and goodness, the shoes only cost $20. Their cost was probably only $10!
By now, I am starting to get really frustrated. It has cause a scene in the store and I am just standing their completely taken back. She ends up giving me a Gift Card back for the price of the shoes after me not backing down. I then asked for the number of the store owner, because I thought that this type of reaction to a paying customer was completely ridiculous. I thought that a caring store owner would want to know about how their customers are being treated. After calling the number I was given, it actually went to the Manager’s Cell phone. Are you kidding me?? So, you and your husband are the owners of the store and you give me your cell phone number to call?
WOW! All I can say is WOW!
Now, this is where it comes down to Customer Service Vs. The Consumer. My situation on Saturday could have been handled so much better than it was. And, for a smaller business, you would think that they would care particularly about customer service so they could grow quickly.
As Consumers we have power. And businesses who don’t know that will not stay in business long. And unfortunately, I do not think that Forever Young Shoes will….especially with out-breaks like the one I experienced on Saturday.
I would rather pay more money (and that is saying a lot), than be treated disrespectfully and rude at ANY business. Especially if an Owner/Manager is treating customers that way, what does that say about their establishment?? Not once did I get an “I’m Sorry”, or any kind word said. And when I confronted the manager about being rude, she was defensive and gave excuses for acting that way because she was mad.
I’m really saddened by this event because I loved shopping at this store. But, I don’t think I will ever go back now!
We all have these types of experiences. Feel free to vent, rant or rave about experiences you have had Good or Bad at different establishments in the comment section. It’s good to get it out! Thanks for letting me!
Anonymous
It is nice to know that even someone who is experienced with shopping will still occasionally have to deal with poor customer service. The first time I tried to use coupons I was basically accused of coupon fraud. I went to Smiths and it was a disaster. I realize now since I know more about coupons that I did not do anything wrong but at the time I was so embarrassed. My baby was screaming and wanted to get home so I did not take the time to fully discuss the situation with the manager. Don't be afraid to stand up for yourself! I am now getting the hang of using coupons but I would recommend leaving your children at home if possible until you gain the confidence you need. Once you have a clear picture on how to use coupons you can multitask if you have your kids at the store.Thank you for your great website.
TheBaumanns
Oh my gosh, that's crazy! I've had nothing but negative experiences with sales associates at Forever Young in South Towne Mall. It's sad, but nice to know I'm not the only one!
Shelly
I've been treated like that at the Springville Wal-Mart on more than one occasion. They have the worst customer service there. I tried to use a $1 off ANY tide coupon to get the sample size free. It was as if I was robbing the store! They would not give it to me. I had them call the manager and she said no. Then I asked her to call her manager and she explained the situation to me and I still asked to get it. She finally let me have it for "free" with the coupon. I didn't back down but it was a HUGE deal over nothing really. They still will get their money back from the coupon so why treat your customers like that?? And their motto is "Customer Satisfaction Guaranteed!" Really???
Jen
That's terrible! I'm SO sorry that happened to you. I can only imagine. It did make me feel better, though, because I just had a minor thing happen to me at the Rite Aid in Bountiful on Saturday. But, it was NOTHING compared to yours, just a grumpy cashier that was yelling at EVERYONE! I watched her get upset with the two people in front of me, then me, and I noticed as I was walking away that she started one on the lady behind me, too. She was just having a bad day and taking it out on everyone else. I never really shop there unless there's just one or two things I need and it's an amazing deal. I prefer Walgreen's.But…your situation is something that's life-changing. It makes you bitter and not want to go back to that store again! That's too bad, too, since you loved it so much.
Katie
I just don't think people understand customer service today. Its sad really, because I am one who will go somewhere because I like the service. I am had MULTIPLE bad experiences with Fashion Bug. It was kind of similar to your shoe story, of course not near as bad but I have got to the point of Really??? Is it really worth it???
Anonymous
I had a bad experience with wal-mart this weekend too. Not as bad as yours but it still left me frustrated and I already had an unfavorable opinion about the store so I probably won't be shopping there much at all ever again.
Ann
Which Forever Young did this happen at? I have several teen age daughters and we love Forever Young – shop there a lot! We go to the Layton Hills mall store and they've always been friendly – do I need to worry or was yours a different store? So sorry that happened to you – it feels so terrible to be treated that way!
Anonymous
I honestly cannot believe that the lady who you talked to and who treated you so poorly is the "Owner"…. There has got to be some one above her and she just didn't want to get into more trouble by giving out her boss's number. It might be worth it to look into it further.
Melea
It was at the South Towne location.
smasek
I would report that experience to the mall manager. With enough complaints like that they may actually ask the store to leave their mall. I'm extremely sorry to hear of your experience. Way to stand your ground with her emotionally and physically, especially being pregnant! You are amazing!
Anonymous
I just want to insert a good customer service experience in here, maybe to give everyone hope that there are still really good businesses out there. I bought a new set of 4 tires from Discount Tire in December. Due to an accident and alignment issues with my car, 3 months later my front tires were "legally bald". Well I have a dad who taught me to stand up for myself, so I talked to the guys at Discount Tire and ended up getting them to give me 2 new tires, plus free replacement and lifetime balance for $61.88!! And it wasn't a hassle and they were willing to go half-way with me when they wouldn't give me a component for free.Because of how they have treated me each time I do business there, they have earned my business for life! It really does pay to stand up for yourself, and here's proof that there is still good customer service available.
Anonymous
There is NOTHING worse then bad customer service. We used to take our cars into Wal-mart for oil changes and they broke something on our car. The guy there told me to get it replaced and bring the receipt back and they would reimburse it. Well we did and it ended up costing 100.00 so we went in to get our money back and they wouldn't do it. We talked to three different managers and they wouldn't do it. They were treating us like criminals. Luckily my husband is an attorney and threatened to sue and they still wouldn't. So we sued and WON!!!!! We got our money and a whole lot more. It felt good to stick it the bad guys!
Anonymous
I have been met with pretty rude people at Forever Young shoes at both Layton and Ogden. Not only that, but every pair of shoes I have gotten from there has been thrown in the garbage. They are just really cheap shoes in my opinion. They work for some but not me.My experience with them though was, I used to live in Ogden. And the one in Ogden every single day has buy one get one half off. So then I moved to the Layton area, went in and said, do you guys do the buy one get one half off here too? And oh man did I get chewed out, and I didn't even understand why! It was pretty lame…personally I have never gone back since. I am fine with Famous Footwear or DSW…there shoes are way more comfy!
Anonymous
I also had a good experience with Discount Tire in Saratoga Springs. I took one of our 4-wheeler tires in to get a plug put in a hole and then ran to wal-mart. When I got back they put my tire in the back of my truck and I asked how much I owed. I was told no charge. I was shocked! He didn't know me, I had only been their a couple time for our 4-wheeler tires, but I never bought any tires from them. But when the time comes and I need new tires I will for sure be buying them there.
Billie
On Saturday night I went to Target here in Layton and had a bad experience. It's not the first time either and that is what's so sad. I just started shopping there again because I'm new to this blog and can see the money-saving potential with using multiple coupons. (Thanks!) The cashier was incredibly "put-out" with all my coupons. He rolled his eyes several times and when I would say anything he ignored me! In front of several other customers! He actually was trying to strike up conversation with the customers behind me. I called corporate and they weren't too helpful! They said I should have talked to eh manager. I tried but they were closing and "couldn't find him". Right. So the lady at corporate asked me a few survey questions and then wanted to let me go. I then asked her if they could do anything for me and she said she'd send me an apology letter and $3.00. Whatever! I have MUCH better service at Walmart and the employees actually understand that being nice to the customer is part of the job!!! GROWL. I better get that measly $3.00 soon! 🙂
Ashly
Home Depot has done a few things to show me customer service. So when we just blew close over $1000 to START our fence I went to Lowe's I was so happy with their customer service. I bought my fence slats there and a week later they went on sale for quite a bit less at Home Depot – I took the ad in they did their price match PLUS 10% LESS and didn't even ask to see the ad – I was amazed and what a better experience it was than when I bought my Front Load Washer & Dryer from Home Depot!!! Now when I finish my fence, buy future appliances, etc. Lowe's will get all that money – it is amazing Home Depot could have matched a price on my Washer & Dryer and had good customer service – would have cost a little money and a good attitude/customer then but made them tons of money later. My husband laughs at me because I get FURIOUS if I go blow my money and am not treated with good customer service and respect and he knows the second I get home, the manager, the owner, the corporate office, etc. are ALL getting emails… I'm glad you shared this! I will never shop there just to back you up and so stores will know that we "THE CUSTOMERS" still demand good service – even more than saving a buck!
Anonymous
My husband is a computer nerd to the max! We purchase computers ALL THE TIME – probably at least one a year. We use to spend a LOT of money at Best Buy – but The day before Thanksgiving I called them and asked when the Thanksgiving day items in the ad would go on sale – they told me at Midnight… so I waited – midnight came and nothing, 1 am came and nothing – I called Customer Service and sat on hold for 40 minutes and then when the lady went to transfer me I got DISCONNECTED! I called and was on hold for almost an hour and finally talked to someone who said they would go on sale at midnight Thanksgiving night/Black Friday Morning…. so here it is about 2:30 am and I finally go to bed – just for my husband to wake me up at about 6 am and tell me the computer I had waited up for was sold out online – luckily they still had a package deal I was able to get but it cost quite a bit more. I was furious and emailed them and got a response saying – Thank you for sharing your comments with us! That was it! No Sorry, no ANYTHING! I will never shop with Best Buy again – to email them about your thousand dollar purchase and horrible experience and not get so much as a sorry in return was enough to send me straight over to Office Depot ever since!
Anonymous
I just got back from Smith's in Saratoga Springs. I purchased a total of 38 items and noticed before I walked out the door that some of them were missing. So I asked the cashier where items A,B,C,D…etc were. He couldn't have cared less, in fact he attempted to just ignore me and move on to the next customer. Finally after I wouldn't move he decided to help me investigate. We went through my cart and called back the bagger who admitted he accidentally sent out two of my bags with another customer. I had my baby with me who was crying, so I asked the bagger to go and get the items HE lost for me. Nope! He said I had to go get them. I explained that my baby was crying and if he couldn't I would like to speak to a manager. I was sent to the service desk where about 5 people were waiting to be refunded because they had been charged incorrectly. The one girl working there was totally flustered and kept saying, "Sorry this is taking so long, I'm new." I waited with screaming baby for 10 minutes when I decided to just go get the things myself. I had a cart with my purchases and a sobbing baby trying to manuver my way through the store. I asked 3 different employees for help (all appeared to be doing nothing) but was told, "Sorry, can't help I'm new." I spent an hour at that store for a trip that should have taken 15 minutes. When I got home I found out that I was missing 2 more items, so I called the store and guess what? The girl who answered said she couldn't help me because she was new. Just sent an email to corporate offices, wonder if anything will happen?