Name of the Company, and its products or services
Walgreens, Oklahoma City, OK (photo department)
Brief description of what happened
Walgreens advertised a photo restoration service. I had a defective memory card with approximately 60 photos and I brought the card there with the hope that they could somehow retrive the photos.
Brief description of the customer service I got
After approximately three weeks of followup with the order and hearing nothing, a Manager called and told me that my order was "accidentally" THROWN AWAY.
Why this was "the worst," and could have been better
Seriously, what kind of manager can not tell the difference between a customer's photo order and the trash??? While I would have been disappointed if the order came back and they were unable to retrieve any photos from the memory card, I would have understood and been more accepting of it. However, thanks to their idiotic mistake not only do I not have pictures but I don't have the memory card anymore either!!!
Why I do/don't continue to do business with the company
I will no longer do business with Walgreens thanks to this utter fiasco. The District Manager already received an earful from me and I let it be known that if they want to give me a second chance they're wasting their time. Unfortunately I live down the street from this Walgreens location and I drive by it every day, so it's a constant reminder of their gross incompetence.
- Do not under any circumstances trust this location with your film, photos, memory cards or anything else for that matter, otherwise your irreplaceable items might end up in the trash, alongside my memory card.
Barbara Farfan, Retail Industry Guide, says:Unfortunately, mistakes do happen in every kind of retail business every day. While it's important to have systems in place to minimize mistakes as much as possible, it's equally important to have a solid service recovery plan in place that guides employees at all levels about what to do when a service failure occurs. With communication, individual attention, and genuine customer care, customers will be willing to forgive a "worst" customer service experience.
Loyal retail customers are won - or lost - one customer transaction at a time. Just like you don't wait until a fire is burning to decide what your fire prevention plan is, you shouldn't wait until a service failure happens before you decide what your customer service recovery plan is either!
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