Monday, November 23, 2009 Call Center "Customer Service" rep SUCKS

Location: Ontario,
Industry: Retail
Annoyed By: DAWN

I just had a horrible experience with SoftMoc's ( call-center representative concerning an online order. I shopped online since I'm in the U.S., and though I had no problems with the ordering of my shoes, their call center representative, Dawn, was rude and incompetent when I called about a question regarding my refund. I bought two of the same pairs of shoes, and ended up returning one of them. When setting up the return, I called with the specific ticket/order number of the specific pair I wanted refunded (because that pair was purchased on a card that charged extra for foreign currency transactions). So, months later, when I called with my question about the amount of the credit, I was told first that they had no record of my return, and later after a call back from Dawn-the-"Customer Service" Rep, was told that they did refund my purchase, but they refunded the first, not the second of my orders, and refuned the OTHER credit card in question. I asked how this was possible, since I specifically called them and asked to return the second pair, and she said a bunch of nonsense about how they often choose to do that when multiple pairs of the same shoe are purchased. I told her that I was now short some money because of their action, and all she had to say was that they'd done their job and refunded my purchase. Granted the WRONG PURCHASE. and AGAINST MY INSTRUCITONS. AND ULTIMATELY COST ME MONEY (because they refunded a purchase on a card that did NOT charge extra for foreign currency purchases, and left me with a purchase on the credit card that did). And she didn't try to do anything to compensate me, or to even convey that this was a problem on their end, or that they were even sorry about it! After a few comments from her that conveyed, in both words and tone, that I needed to "get over" it, as SoftMoc had done everything they should've done, I told her that I didn't appreciate her attitude that somehow this was my cross to bear, and that by simply "refunding my purchase" they had nothing to apologize to me for. I was upset, yes, but I was telling her that my problem was more in principle than anything, since the amount in question wouldn't exactly ruin me finanically. All she had to say back was that I was yelling at her. I told her I was upset, and rightly so, but certainly not even in the vicinity of yelling. She said I WAS, and that "even her manager could hear me" yelling. Then I asked to speak with her manager, since I was getting nowhere with her. At that point, the manager was "not available" or even in the building, according to Dawn the "cutomer service" rep. I asked how her manager could be there to hear me supposedly "yell" but not to discuss this matter with (by this time, the matter was her rudeness, not necessarily even the refund mistake anymore). I called back three more times, and had the "luck" to reach Dawn each time. She refused to pass me to a supervisor and hung up on me each time too. Given the many shopping choices we all have in person and via the web, I would strongly recommend saving yourself any potential contact with a winner like Dawn and this company!


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