I got really bad service from sale representatives, Mike.
On Jul 7, my wife and me made an order with Mike at Vancouver store. He said that my order will be hold the sale price, and I can cancel the order before shipment date without charge.
Recently, Lowes has 5X air miles promotion on major appliance, the promotion got my attention since I am air miles collector. I also found out that my order @ Coast, same model of Samsung refrigerator and induction range are cheaper than Coast Appliance. So, I decided to cancel my order at Coast on 25 Sep, 2016. I spoke with Mike about the promotion at Lowes with receipt, since Mike asked the proof to confirm the lower price. After he saw the receipt, he did match the price and offered $28 off for those items. In fact, I felt bad to ask for price match, since he was not happy. He said that his offer was below cost, and he got hard time with upper level for offering too much discount...etc. So I decided to deal with Coast, although I lost the air miles reward, it is about $210 cash value.
26 Sep, 2016. I changed my mind, since my parents in law told me that they just got 10% offer price match discount from Home Depot recently, so I tried to visit Home Dept in the morning. Surprisingly, I totally got more than $500 cash discount than Lowes' offer. Since the Home Dept staff was so potential and helpful to process the price match transaction. I did not feel bad to ask for pricing match, I truly feel that Home depot is appreciated my business. Finally, I got both good deal and good customer service from there.
So, I came back to Mike for cancellation for my order at the afternoon. His attitude was 180 degree changed, he was so rude to yell at me, "unethical !!! " 3 times at the opened office setting. I don't think that his reaction was appropriate, it was truly embarrassed customer. I believe that his misunderstood the situation without listening. He said that " That is unethical, you used the Coast's offer, to shop at other retail stores for lower price." In fact, Coast's invoice does not show the breakdown of my orders, it only shows the total balance. How can I use Coast's offer to shop at other stores? When I explained to him, I did not use Coast's offer to shop at other stores, I used Lowes' price (from website) to ask Home Depot for price match. Finally, I got more than $500 saving, in customer's point of view, what did I do wrong? why I am unethical? Mike was so mad, in his point of view, he offered to match the price, and lower than Lowes, but that is only $58 saving. I did not except Mike to make second price match, So, I just want to cancel my order at Coast, since he already told me that he got hard time with upper level for offering too much discount in my previous visit. I don't want to give him any hard time with upper level, I simply just ask to cancel my order. He reported to say that is unethical to do business...etc, then I have to repeat cancellation requests, he said that he will do it, but that is no print out to confirm the cancellation. He did not want to waste his time for processing the cancellation when I was at the store, because he already wasted too much time for me. Unfortunately, I did not use my smartphone to record the conversation. What kind of customer service he provides?
When I went back to Lowes for cancel my order, I didn't get yell from the staff. I did not get hard feeling from the staff's angry expression during the whole process. Honestly, I am still interested to go back to Lowes in future.
In customer service business, 1) smile, 2) don't say "No" to customer, provide option. 3) standing in the shoes of the customer...etc. Mike did provided those working attitude when I made an order, but not consistence when I asked for pricing match & cancellation. When I was walking out the store, I turned around to look at him at the reception, I saw that his mouth kept saying bad words about my cancellation. That is the reason why I have to spent time for writing this review. Although I got follow call from Coast Appliance senior management, I still want to share this story to Homestars readers.
Hopefully, the senior management will acknowledge this complaint, I am looking forward your respond. If you need more information, welcome to let me know. Since I was upset to get yell from your staff at Vancouver store.