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Becca


Kate Spade

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Posts: 1348
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UGHHHH NEIMANS!!! Kinda long...
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Wow, I just had the most awful online chat customer service! Here is the transcript of our conversation because I don't really feel like explaining it.

Albert Draper: Thank you for contacting Neiman Marcus Online. How may I help you?
Becca: I'm checking out and I have a coupon code I would like to use, but I didn't see an option anywhere to enter my code
Albert Draper: Where did you get this coupon?
Becca: from a coupon code database
Albert Draper: We would not be able to honor that unfortunately.
Albert Draper: Out of curiousity, what is the code detailed on the coupon?
Becca: Just because it has expired?
Albert Draper: It being expired would be a different thing. If it's expired, it's expired.
Albert Draper: What is the code on the coupon?
Becca: I understand if it's it expired, but I don't understand why you would not honor it if it is still valid.
Albert Draper: What is the code on the coupon?
Becca: Wow. You're really rude.
Albert Draper: I do not mean to be; I'm asking what the code is to see if it is a valid coupon.
Becca: Why? You already told me you could not honor it.
Becca: You made that judgement without knowing what the code is.
Becca: Regardless if it is expired or not.
Albert Draper: We can not honor coupons from other companies/services, no. It may somehow be one of our own coupons, which, begging your pardon, I forgot to ask.
Albert Draper: Therefore, what would that code be?
Becca: Ok, it is a Neiman Marcus code that I found in a database that supplies codes that are from various vendors.
Becca: I am not dumb enough to use a code that isn't a Neiman's code.
Albert Draper: And the code is?
Becca: Do you have a supervisor because I really do not appreciate the way you are treating me?
Albert Draper: There are none on chat, but if you want, I can call you and transfer you trough to a supervisor.
Albert Draper: Or otherwise, you may reach us at 1 888 888 4757 and ask to be transferred to a supervisor.
Albert Draper: Which would you prefer?
Becca: I will call myself. Thank you for your blatantly rude customer service.
Albert Draper: Thank you for visiting Neiman Marcus Online. Please feel free to contact us at anytime.
Thank you for visiting Neiman Marcus Online. Your chat session has ended.

Maybe I'm wrong for being so pissed, but he didn't even bother to listen to what I was saying and just kept asking for the damn code, and just told me right away that they couldn't honor it without even knowing. I felt like why should I tell you the code if you already told me no?!

Anyways, so I called customer service and the first girl I spoke to, not a supervisor was empathetic but didn't bother to ask if I wanted to speak to a supervisor. She just said she could make a note on my file and it will get passed on. I'm sorry but a note? Seriously now. So I asked to be transferred to a supervisor.

It was weird though because the lady I was transferred to said her name but didn't say anything like she was a supervisor. I had to ask. Makes me wonder if you really are talking to a supervisor or just another cs rep. Anyways, I told her my story and she agreed with me, but didn't even ask the guy's name. Is it just me or to fix a problem, don't you need to know who the problem is? I asked if she wanted to know his name and she was like oh you know it? It's obvious in the chat window.

So she apologized on his behalf and that's it. But she did explain how if there aren't any codes available there would be no place to enter them at checkout (which is what I figured but it doesn't hurt to ask). Um that's fine, that's all the guy had to say to begin with. I've had great experiences with them thus far until this and even told her that. You would think though they'd offer like free shipping or something for my inconvenience. Is that too much to ask? I guess I'm just accustomed to a service being provided to me when I receive crappy service. I'm a good customer (apparently not good enough) and I almost don't want to shop there because of this "customer service" rep.

UGH! But maybe I'm wrong and just got worked up over nothing. I work in retail and know how frustrating it is to deal with rude customers, but I don't feel as though I deserved to be treated in the manner he treated me.

ETA: So I decided I wanted the stuff enough to buy it but hate supporting that. Anywho, I must be blind because before you checkout, below all the merch is a space for a promo code. I was expecting it to be in the actual checkout stage, which is why I didn't see it. Well, after going through all that, guess what, none of the codes from reesycakes worked! Figures.

-- Edited by aclassicbeauty at 12:04, 2005-09-11

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lynnie


Chanel

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the problem with online is you don't really know the tone of the person.  He was probably just asking the code because he wanted to let you know if it was still valid.  I really don't feel like he was trying to be rude, even though he said they couldn't honor the code at first, he probably isn't as savvy as us and didn't really know what you were asking.


Just out of curiousity- did you ever find out if the code was valid?  hehe.  I want my burberry flats!



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Becca


Kate Spade

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I understand about the tone, but he just wouldn't stop asking and would ignore what I wrote. Just frustrating. None of the codes on reesycakes worked, and I didn't bother checking anywhere else...so I paid $11 for shipping! They are so overpriced for shipping, compared to other companies. But of course after placing my order I found more stuff I want! I need to get back on my "ban", but sometimes it's too hard to stop!

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cc


Marc Jacobs

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I don't think he seemed like he was being that rude, just that he was overly fixated on getting the answer to his question. A lot of CS is outsourced to other countries so sometimes you get people who are trained to only deal with a narrow set of questions and problems and for whom English might not be their first language.

I'm assuming that he asked you right off the bat where you got the code because companies probably aren't happy about the fact that codes which get sent out to customers in emails or which appear in catalogs or on the website. So maybe that's why when you said that you got if from a database he immediately said that it wouldn't be honored even though in reality he probably just knew that it couldn't be valid since there aren't any working codes right now. It would have been simpler if he had explained things in a more straight forward way but maybe he had a reason for wanting to know the code other than just checking to see if it was current - maybe they track what codes are showing up on websites and if any fake codes are being given out?


-- Edited by cc at 00:30, 2005-09-12

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lsubatgirl


Gucci

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I find their website awful for trying to apply codes.  I had a freaking code from their email and could never find the box to put it in so I ended up ordering from another site.  I can understand your frustration.

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kahluamilk


Dooney & Bourke

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I have to agree with u.. got a bag from them and their customer service was a lil less than impressive. First of all, I paid extra for next day shipping and insisted they send my bag to my office. Made them repeat my office address but somehow they managed to screw it up and left out the suite number so I got my bag 2 days later. When I called to find out where my bag was, NO ONE KNEW! It took forever to get a manager on the line and when I finally did all he said was oops, the sales person must have taken down the wrong address. HELLO!! U don"t say!!!??!! Didn't offer to knock off my extra shipping charges!!


When I got my bag, 2 days later, I called them back because it looked like someone had returned the bag. If I'm paying high dollar for a bag, I expect it to be brand new and if it wasn't at least they should have said something and asked if it was ok. So neways, I make that dreaded call and too many minutes later, I get a rude manager on the line who pretty much said if u don't want it, u can return it cos we will have no problem reselling it... URGH!


Horrible service and I am NOT impressed w/ Neimans :(



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