• writeminded

Online Grocery Delivery Nano-Misadventure

Updated: Jun 22

WHAT THIS IS

First, go on a brief, mostly unedited cruise through a somewhat remarkable, but not entirely exceptional customer service experience. Then, I follow with a bit of an epilogue about how this is turning into a college writing assignment.

THE CRONOLOGICAL SEQUENCE OF EVENTS

i'm on hold with them right now listening to some flute music on speaker and then "currently all our customer care representatives are serving other customers. your call will be answered in the order it was received."


Or I can have this conversation with a robot:

[Store] Help Bot

Hello, Wesley!

Looking for an order? I’m here to help you find it.

Hello. There were some mistakes in my order.

Enter your order number to search

331236455609

This is an old order. Would you like more details?

Order Date: 6/12/2022

#331236455609 $137.23

Order Delivered

yes


there was a mistake in the order

Enter your order number to search


It’s starting to get painful. I mean.


I’m still waiting . . . to where, you know, I’m already thinking about bailing on it, since it’s not big mistakes, really.

Now I’m on. They’ve taken my phone number and email verbally and now they’re waiting for their computer to load. Now she’s transferring me to the actual store. So, the number provided for me to call was not the most direct. And now he’s asking for my name to look it up.

I was then transferred to the wrong store or at least the store could not find record of my delivery. So, they are transferring me to another store. I got just a tad testy, there, too, but it’s not a big deal, so.

Now there is zero sound on the phone.

Now I’m with someone at another store. Turns out I have to call [Delivery Company]. Nothing on there says that. Wasted all that time.

Their website has instant access to a live agent via chat!

Waiting for agent... (said this, but it was really short time)

Hudson - joined conversation

Chatting with Agent

Thank you for reaching out to [Delivery Company]! Please hold for the next available representative.


Hudson ---- 13, 2022, 3:01pm

Hi Wesley! How can I help you today?


Wesley Mueller Jun 13, 2022, 3:02pm

Hello. I loved using [Delivery Company] the first two times, but the order I placed yesterday did have some mistakes


Hudson ---- 13, 2022, 3:02pm

I am so sorry to hear that! I can help you out, what seems to be the issue?


Wesley Mueller Jun 13, 2022, 3:02pm

638631092 is the order number

apples, beets, cucumbers, and two chocolate bars were missing

also three substitutions without accounting for that, but I’m less concerned about those


Hudson ---- 13, 2022, 3:03pm

I am so sorry to hear that! Unfortunately it looks like this order was through [Store] so I cannot credit back your account, if you contact [Store] guest services, they can help you out!


Wesley Mueller Jun 13, 2022, 3:04pm

LOL. Just spoke with [Store] for about an hour and finally they said to talk to you.

LOL.

image credit: Polycart CC


JUST A TOUCH OF REFLECTION

I guess there are some people actually named Karen who are suffering because of the meme, but I wonder how a figurative #Karen would have handled this. Perhaps she'd get thoughts or urges to act out. Not sure. I just found it funny, really, apart from one moment, where I said, “This isn't right," and such to the third of four people (five entities) I spoke with. Or was it the second one? Who cares! Right? Ha, ha. Lives and other popular expressions. Ha. Ha.

So, that’s the story of what I thought was my whole attempt to recoup some losses from an online grocery order. A #CustomerService nano-misadventure, I'd call it. Just happened today, but I omitted the names of the companies involved as this is just a normal part of life, really. Pretty loopy service experience, though, lol.

EPILOGUE

I thought of writing an email letter, instead, and then using the store's response as lessons on the practical value of writing in getting results. I'm a writing professor, if you didn't know.

The problem is the unimpressive value, but the store did write back and did pay me plus some savings off my next order. That inspired me to write a delivery service about a coupon that should have worked but didn't. They tracked down a tech problem that had been the issue, and refunded me, too. Still, only $47.

But the ability to influence others through writing is scalable, monetarily and in other curries of influence.

The other problem would have been if the store didn't respond or if they had responded with no resolution. But they did.

Now, I guess, to see if I actually make use of this experience and its artifacts in my upcoming classes.


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