When you complain to a store about service/experience

I had a horrible experience in a store over the weekend. And I called the company several times to get through to someone to tell then about my experience. When I got someone on the phone and told him what happened I also said that I would not be shopping in that store ever again and that I would tell everyone I know what had happened. He then proceeded to ask me why he could do to make the situation better and gain back my business. I had to think for a minute. There was really nothing they could do to make the situation better. It was not about money it was about the way the salesperson treated me. If it matters this was a home appliance purchase for about 5k dollars. I purchased my items at another store.
So when you complain to a company, what is it that you hope to get from them. Is it about getting a discount? An apology? Satisfaction of telling the company how you were treated?
Ultimately the manager of the store is supposed to be calling me to see if he can give me a better price on the appliances I purchased. But the thought of giving them my money makes me sick. So I don't know how to handle the call.

Re: When you complain to a store about service/experience

For me, I would want to ensure that future customers do not experience the misery that I experienced. In your shoes, I would have written a letter and not phoned. A letter would explain what happened and why you will not shop there again. I would address it to the specific store with a cc: to corporate headquarters, the specific salesperson who provided shoddy service, and maybe the Better Business Bureau.

If I had no intention of shopping there again, a discount would be useless and a pathetic attempt by the Store Mgr to placate me into satisfaction.. I would just let people on Facebook and the Internet know about your experience because its not like they can earn back your business, now can they?

I would also suggest they treat their future customers differently...for ex if you were not told specific things about a product, I would mention that the store should create detailed flyers explaining what the negative aspects of a particular product or service are...

Message edited 10/15/2012 10:41:48 PM.

When you complain to a store about service/experience

I usually do not complain because 99% of the time they do nothing and why waste my time.

Re: When you complain to a store about service/experience

In this instance, I would consider purchasing the item from that store if they could really give me a better price, but only because the bad treatment came from an employee and not the business owner. I would hope that the employee would be reprimanded in some way as well. If the manager/owner cared enough about the poor treatment to want to rectify it, I'd at least consider it.

However, they only get one more chance, and then I'd be done with them.

Re: When you complain to a store about service/experience

It depends on the situation and what I'm complaining about.

It's usually to have the store remedy the situation, discount for their delay, fix a shady business practice (for example Sears selling snowblowers on Black Friday, doesn't list them as a limited quantity but is now sold out & they won't honor the price because the item is "sold out" is illegal).

But an individual employee wouldn't stop me from going to a store. How the store handled it from there would.

Re: When you complain to a store about service/experience

I usually never complain because I don't care enough to, honestly. I chalk it up to a lesson learned and I don't patronize that store anymore. I have never felt so wronged that I would call customer service, but that's just me. On the few instances that I've spoken with a store manager regarding an issue, it's really just to let them know, and I'm not expecting anything in return.

Re: When you complain to a store about service/experience

It depends. If there is nothing that can be done to rectify the situation , then I would be satisfied in just making them aware about how unhappy I was.

If something can be done, then I will ask for it. I had a bad experience with Apple. Before I called, I researched how to effectively complain to a business. If you expect something reasonable for your troubles, ask for it, don't wait for them to offer it.

I went through 2 Ipods in less than 2 years , being told both had "just burned out" The 2nd one broke 7 days after the standard warranty and the apple store wouldnt replace it. I called to complain and ask for a replacement and they sent me one!