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Your best and worst customer service experiences [rant & praise]
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A very big thumbs up for the maternity unit in UCHG, and their special care section.
My wife went in when her waters broke in the wee hours of the morning, 5 weeks before her due date. She had an emergency C-section that evening under a general anaesthetic, and gave birth to a (thankfully) healthy baby boy, who was then brought to special care.
The care given to both of them was fantastic, from the receptionist and porter in A&E to the surgeons, doctors, nurses, cleaners and everyone else working there. They were helpful, courteous and professional all of the time.
My wife was let out after 5 days, but was able to use the parents room (a bedroom for the use of parents of babies in the special care section) in order to be there to feed our son. It made her life a lot easier than having to travel to the hospital every 3 hours, which we did try and found that we were both wrecked. Our son was released after a week.
We could not praise the people working there highly enough. It is completely the opposite to what we hear about the way that people are treated in the hospital.
Congratulations!
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I have no idea where to post this - if it is in the wrong place Mods, please move as deemed.
I have a courier business delivering office stationary around the Greater Dublin area. About 3 weeks ago, I lost a set of keys somewhere on my travels during the day. Next day I retraced my steps as much as I could but to no avail.
Yesterday I got a letter in the post from Dunnes informing me they were in possession of my keys ( I had a Dunnes, Tesco & Centra scan card attached to the keyring).
Today I got my keys back after collecting them in Dunnes in Lucan. Unfortunatly the person who handed the keys in never left a contact phone number. The Manageress in Dunnes told me someone found them on the Chapelizod by-pass and handed them in.
In case that person is reading this, I would like to say a HUGE thank You to Him/Her, and also thank Dunnes for going to the trouble to get my keys back.I would have liked to thank that person personally, but without a number, not possible. If You are reading theis, I can only say 'Thank You'.
Great to hear someone who appreciates a good turn. I handed back a wallet stuffed with cash and didn't even get a thank you. He had at least £200 in the wallet (opened it to check for ID).
A friend of mine found a new iPhone on a night out and called "Mum" from the contacts and was accused of stealing the phone. He was so pissed off he smashed it mid conversation
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Hi,
I am hoping that someone can help me with the awful customer service I have experienced with Fleming Florist in Naas Co. Kildare.
On the 23rd of May I called the shop to order their Sent of Summer Arrangement for delivery to my aunt in Carlow. I specifically selected this arrangement as they come in a lovely reusable window box.
I was assured by the owner that Flemings do deliver to Carlow.I explained to the shop owner that I wanted to include a card for my Aunt and that I would be going to Carlow that evening if it would be okay to drop it into the store after they close. The owner was very nice and explained that although they had no post box, I could pop the card under the door.
I ordered and paid over the phone with the owner (47 Euro)
I called on the 24th of May to make sure they got my card and to ask for the delivery date to be on the 25th of May. I was speaking to another staff member as the original person I dealt with was not in the store. They informed me that they don't actually deliver to Carlow, they have an arrangement with another florist in Carlow that deliver to that area on their behalf.
I explained that if I had been told this by the owner the day before I would have just brought my card to a florist in Carlow instead. They apologised for the mix up and offered to post my card to the florist they use in Carlow and postpone the delivery until the card was received. They assured me that she would call me as soon as the card was received so I would know when the flowers were being delivered.
I called Fleming Florist on the 29th of May as I had heard nothing, <SNIP> promised to follow up and call me back, but never did.
On the 31st of May my aunt called to thank me for the flowers she received that day. You can imagine my surprise when I asked her about the flower box and she told me that it was just a standard bunch of flowers tied with a ribbon!!!
I called Fleming Florist straight away, and spoke to the owner. She was very apologetic, and said that she saw the other staff member had written on the order sent to the florist in Carlow that it was just a standard arrangement tied with ribbon. She offered to send out the original order complimentary.
On the 8th of June the flowers had still not been delivered and I called Flemings Florist to query this. I had to call again on the 12th of June only to be told that the Sent of Summer Arrangement was no longer in stock!!! I told the owner at this point that I would like a refund.
She told me that it was in Interfloras terms and conditions that they can send out a different arrangement if the arrangement order is not in stock. I explained that I did not book with Interflora, I booked over the phone with Fleming Florist, and at no point during the conversation or any of the conversations to this point was Interflora mentioned or any terms and conditions explained to me. I explained that I felt I was being very reasonable considering the amount of phone calls I had to make since my initial order, and I was not looking for a refund on my phone bill! The owner agreed to a full refund, including the delivery charge, which she initially tried to tell me I was not entitled to.
On the 27th of June I called again as I still had not received my refund, the staff member assured me that the owner would call me back before 4.30pm, but never did.
On the 28th of June I sent an e-mail requesting my refund under the Sale of Goods and Supply of Services Act 1980 with in 30 days as laid out under the Distance Selling Regulations.
I called again on the 29th after receiving her reply about issues with Ulster Bank. Understanding the issues with Ulster Bank I agreed to wait a few weeks.
I called on the 1st of August when I had not been refunded, she told me she process the refund there and then while I was on the phone.
I called again on the 10th of August when I still had not been refunded and asked for a cheque to be posted.
On the 22nd of August I sent an e-mail querying the cheques where abouts, and she replied saying that she forgot to post it!!
I received a refund of 36euro on the 23rd of August, 3 months after my initial order, 11euro short of the amount debited from my card on the 23rd of May, and 1euro less than the arrangement price!
When I queried this via e-mail they just quoted the Interflora terms and conditions that had never been given to me.
I am putting this post up, not because I am out of pocket 11 euro, but to highlight the extremely poor customer service of Fleming Florist. I cannot believe that with all the companies closing down at the moment, that a small company would be so ignorant to treat a customer like this. It is the principal of how I was treated not the money.
I believe that I have been very polite and patient with Fleming Florist over the past 3 months, but I feel now that the way I was treated was just not good enough. There a plenty of good florists in Ireland losing business to company like this.0 -
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as much as this is going to PAIN me, i feel i have to say it. i got fantastic service from a guy in pc world in sligo. back story is that a few years ago i had un-ending hassle with them when a laptop hard drive died. absolutely shocking. managers denying stuff i was told by staff, no call-backs, months of sorting out, and i swore i'd never darken their doors again.
BUT, last weekend we needed to buy speakers and were in sligo anyway so we popped in. got chatting to an eastern european guy [can i mention his name?] who let us try out different speakers and was very knowledgable and helpful. probably the only helpful member of staff i've ever encountered in any pc world, and the only one i've ever met that knew what he was talking about. they better hold on to him!!
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