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Worst Customer Service Answer Is "No" For a Loyal Customer

Share Your Story: Customers Tell Their Worst Customer Service Stories and Give Advice

From Esther H.

Name of the Company, and its products or services

Hobby Lobby

Arts & Crafts, hobby and decorating supplies

Brief description of what happened

My most recent frustration with Hobby Lobby’s customer service department is frustrating, at the least. Down right disgusting. I think their representatives are taught to say “no” to every customer’s complaint.

Why this was "the worst," and could have been better

I have shopped at Hobby Lobby for years but I will never shop there again.

Why I do/don't continue to do business with the company

I will never shop there again, even though I have spent thousands of dollars in the store over the years. If Hobby Lobby doesn’t value me as a repeat, then I will take my business somewhere where it is valued.

Advice

  • Take your business somewhere where it is valued.

Barbara Farfan, Retail Industry Guide, says:

When making decisions about customer service, it's important to remember the lifetime value of a customer. One bad interaction can cost you a lifetime of business. The short-term cost of customer satisfaction is small in comparison to the long-term benefit of customer loyalty.

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