Sticking up for your rights. Not letting people push you around. This is something my grandfather taught me when he talked to me about the responsibilities of being a man. If you let someone abuse you then you are actively encouraging them to abuse others as well. Sticking up for yourself is not just for your own benefit, it is part of your responsibility to the entire community.
It’s not just people that are bullies, large corporations often are too. For the past few years I’ve been doing a lot of my grocery shopping online, and while I can’t claim I was happy with the service I was content with it until recently. After getting them to resolve an issue I sent them some feedback about their “customer care" service, they have thanked me for my feedback but they still haven’t apologised for stuffing me around in the first place.
A copy of my feedback email:
Dear Faduma,
Thank you for looking in to this issue for me. I wish to point out several problems that need attention with your "customer care" policies.
1) When your delivery truck broke down I expected that someone would have contacted me to see if they could reschedule the delivery instead of just cancelling it.
2) The message I received telling me my order was cancelled gave me a phone number which sent me to an AI response service. This AI machine told me that in order to receive my order I would have to go back online and order it all again, but I couldn't do this because you had already taken my money.
3) When you cancel someone's order the refunding of their money should be automatic and instantaneous. I should not have had to contact you to go chasing my money, which has still not been credited back to my account almost 2 weeks later.
4) Your only visible contact solutions require people to use a phone which can be quite difficult for many of us, both for people that are older and for people with autism. I am a member of both of those groups. You obviously have an email service as well, why isn't this option provided on your website?
5) Your below message stating "We look forward to delivering your groceries again soon." is quite insulting. It implies that I'm supposed to be happy with the lack of service provided and will just continue to put up with this type of poor treatment.
I hope you manage to resolve these issues. Perhaps then I might consider once again using Coles Online.
Yours sincerely,
Andrew Walton.
On 17/3/24 1:43 pm, Coles Online Customer Care wrote:
Dear Andrew,
Thank you for your email regarding your recent Coles Online order 185437464. I have sent a refund request for $231.25 which is the total of your cancelled order. Our team will process the refund within 1 business day. Depending on your bank processing times, these funds should be visible in your account in the coming days.
Thank you for choosing to shop with Coles Online. We look forward to delivering your groceries again soon.
Yours Sincerely
Faduma
Customer Service Agent | Coles Online
It’s not just people that are bullies, large corporations often are too. For the past few years I’ve been doing a lot of my grocery shopping online, and while I can’t claim I was happy with the service I was content with it until recently. After getting them to resolve an issue I sent them some feedback about their “customer care" service, they have thanked me for my feedback but they still haven’t apologised for stuffing me around in the first place.
A copy of my feedback email:
Dear Faduma,
Thank you for looking in to this issue for me. I wish to point out several problems that need attention with your "customer care" policies.
1) When your delivery truck broke down I expected that someone would have contacted me to see if they could reschedule the delivery instead of just cancelling it.
2) The message I received telling me my order was cancelled gave me a phone number which sent me to an AI response service. This AI machine told me that in order to receive my order I would have to go back online and order it all again, but I couldn't do this because you had already taken my money.
3) When you cancel someone's order the refunding of their money should be automatic and instantaneous. I should not have had to contact you to go chasing my money, which has still not been credited back to my account almost 2 weeks later.
4) Your only visible contact solutions require people to use a phone which can be quite difficult for many of us, both for people that are older and for people with autism. I am a member of both of those groups. You obviously have an email service as well, why isn't this option provided on your website?
5) Your below message stating "We look forward to delivering your groceries again soon." is quite insulting. It implies that I'm supposed to be happy with the lack of service provided and will just continue to put up with this type of poor treatment.
I hope you manage to resolve these issues. Perhaps then I might consider once again using Coles Online.
Yours sincerely,
Andrew Walton.
On 17/3/24 1:43 pm, Coles Online Customer Care wrote:
Dear Andrew,
Thank you for your email regarding your recent Coles Online order 185437464. I have sent a refund request for $231.25 which is the total of your cancelled order. Our team will process the refund within 1 business day. Depending on your bank processing times, these funds should be visible in your account in the coming days.
Thank you for choosing to shop with Coles Online. We look forward to delivering your groceries again soon.
Yours Sincerely
Faduma
Customer Service Agent | Coles Online