Rant: Horrible customer service from fencing vendor

[akaiyuki]

Not sure if this is appropriate for fencing discussion or armory section, so I'll just rant here. Post your horrible experiences from vendors too, maybe I'll feel better

I received a $20 gift certificate for absolute fencing gear at a tournament quite awhile ago. I decided to use it to buy spare parts at the NAC this weekend, so I went to the absolute booth with my friends. The lady there was uncooperative the moment she saw my gift certificate and was rolling her eyes the entire time. Anyway, one of my friend needed a new nut and washer for her foil, and I decided to get some wires and tip screws. Together it came out to be $19.

So I asked, "So what happens with the $1 left over?"
In which the lady there replied, "What, you still want more? You want to bargain? You got this gift certificate at a tournament didn't you? We gave this out as an award to you fencers. Didn't you get this at a tournament for free? You're going to bargain with me? I gave your friends two washers. That's 20 cents. You're going to bargain with me for 80 cents?"

Her attitude was bad the entire time. I could care less for 80 cents, I was just wondering what was going to happen with the extra money left over. If you're going to give out gift certificates, you better be able to honor them. So what I got it for free? You donate a $20 gift certificate and it's a $20 gift certificate. I have every right to get $20 worth of stuff.

My friend made a good point afterwards -- I should have demanded 8 washers from her.

[KShan5[PrFC]]

To be honest...the best customer service I've gotten at a fencing vendor was at Absolute.

[fences_like_a_lemur]

Originally Posted by KShan5[PrFC]

To be honest...the best customer service I've gotten at a fencing vendor was at Absolute.

Same here, I think Absolute has probably been the nicest and easiest to order from. I also like Leon Paul; they always seem to have good service.

[passata_sotto]

I cannot imagine Amanda ever being rude

[Peach]

I have nothing but praise for their customer service. However, I have redeemed a handful of gift certificates with them and don't think they love dealing with the things and should probably stop issuing them.

[fences_like_a_lemur]

I can see why a business might not be that excited about selling equipment to someone with a gift certificate that was given out. But it seems like they would want to be really nice to the people so that they decided to come back and actually spend some of their money at the store.

I'm guessing that they are giving out the gift certificates to help business by steering people towards their stand, but if they have a bad attitude then people aren't going to want to shop there and spend more money.

[akaiyuki]

Originally Posted by Peach

I have nothing but praise for their customer service. However, I have redeemed a handful of gift certificates with them and don't think they love dealing with the things and should probably stop issuing them.

Interesting. I probably should have mentioned that I have ordered from absolute before and never had a problem. In fact, they were very helpful answering my questions through emails and were nice enough to give us a discount when our team wanted to order something as a gift for our coach. However, that was the first time I've order using a gift certificate and was shocked at the poor service in person.

[OROD]

Thanks for the info. I'll make sure not to buy from them next time. I dont really need any more hassles in life... and having to deal with bad attitudes is one hassle I DONT need.

.

[Peach]

Originally Posted by OROD

Thanks for the info. I'll make sure not to buy from them next time. I dont really need any more hassles in life... and having to deal with bad attitudes is one hassle I DONT need.

.

most of the responses indicate they have good service except for a mild reaction to gift certificates. They really are outstanding overall, and the last gift certificate I gave them didn't elicit a negative reaction, just not enthusiasm.

[SenorEquis]

Never had trouble with Absolute. Blue Gauntlet, on the other hand...I placed an order with them for a number of items, including an under-arm protector. I got the order in the mail, but without the protector. So I called them up. After almost ten minutes of waiting on hold or whatnot, they said: Oh, I'm terribly sorry about your missing under-arm protector! Our shipment of them just came in today. I'll send it out to you as soon as I can.

A week goes by, and nothing. I call back, and do you want to guess what they said? Somehow, their shipment of under-arm protectors had just come in that day, too!

Never got my under-arm protector, at least from them. I didn't mind that they hadn't sent it, but I really did not like being lied to just to placate me. American Fencers has consistently higher prices, but I'll always order from them, if I can, as their service cannot be topped.

[Fencergrl]

Originally Posted by akaiyuki

So I asked, "So what happens with the $1 left over?"
In which the lady there replied, "What, you still want more? You want to bargain? You got this gift certificate at a tournament didn't you? We gave this out as an award to you fencers. Didn't you get this at a tournament for free? You're going to bargain with me? I gave your friends two washers. That's 20 cents. You're going to bargain with me for 80 cents?"

LOL.... I LIKE this woman! Gosh I miss being in customer service and saying these things.

Seriously Akaiyuki.... you never get cash back for a certificate.... anywhere.

You were being cheap in trying to spend no more than $20 then asking about the change. Then you have the bad taste to post this in a fencing forum, so you can try to put a black mark on the company's name... for what??? 80 cents??? Because you didn't get a full $20's worth of free stuff????

Personally, if you are an example of the type of person who typically cash in these certificates, I am not surprised that the staff aren't happy with dealing with these certificates.

[Purple Fencer]

Originally Posted by akaiyuki

Not sure if this is appropriate for fencing discussion or armory section, so I'll just rant here. Post your horrible experiences from vendors too, maybe I'll feel better

I received a $20 gift certificate for absolute fencing gear at a tournament quite awhile ago. I decided to use it to buy spare parts at the NAC this weekend, so I went to the absolute booth with my friends. The lady there was uncooperative the moment she saw my gift certificate and was rolling her eyes the entire time. Anyway, one of my friend needed a new nut and washer for her foil, and I decided to get some wires and tip screws. Together it came out to be $19.

So I asked, "So what happens with the $1 left over?"
In which the lady there replied, "What, you still want more? You want to bargain? You got this gift certificate at a tournament didn't you? We gave this out as an award to you fencers. Didn't you get this at a tournament for free? You're going to bargain with me? I gave your friends two washers. That's 20 cents. You're going to bargain with me for 80 cents?"

Her attitude was bad the entire time. I could care less for 80 cents, I was just wondering what was going to happen with the extra money left over. If you're going to give out gift certificates, you better be able to honor them. So what I got it for free? You donate a $20 gift certificate and it's a $20 gift certificate. I have every right to get $20 worth of stuff.

My friend made a good point afterwards -- I should have demanded 8 washers from her.

I would've offered to give you the $1 back! Or offered a couple of foil wires.

I've provided gift certs before...used to send some to LBI. Few were cashed in, for some reason (I mean...free gear? Hello?)

A gift cert for a specific amount means that amount had been paid....you;re just deferring the actual delivery of the gear...and it should be treated like any other purchase.

[Fencergrl]

Originally Posted by Purple Fencer

I would've offered to give you the $1 back! Or offered a couple of foil wires.

You are the exception rather than the rule. But of course you knew you were special???


Many certificates will state that they cannot be exchanged for cash. In some cases, the companies issuing them will donate them, or provide them at a lesser cost as a promotion in the hope that the person using them would become a customer.

[akaiyuki]

I wasn't asking for cash back. One of my friend suggested I ask if I could get cash back and I didn't because I know you can never get cash back for the gift certificate. I was going to let the $1 go anyway, but I just asked a curious question, I don't think there's anything wrong with that. If you use a gift certificate, and there's some money left over, I think many of you will ask the same question - am I wrong?

I'm just surprised at the response that I got. There could be many ways to suggest that I could just let the $1 go. I don't think her attitude about it was called for.

[Fencergrl]

Originally Posted by akaiyuki

I wasn't asking for cash back.

What you meant and what you sounded like you meant can be completely different.

Originally Posted by akaiyuki

but I just asked a curious question, I don't think there's anything wrong with that.

Accept that it came off as rude, cheap and petty other than that... no harm in asking.

Originally Posted by akaiyuki

I don't think her attitude about it was called for.

Yes... but try working long hours in a booth, standing up all day while people behave rudely towards you and see how long it takes before you start rolling your eyes and saying something you may not usually say.

[D'Art]

Originally Posted by Fencergrl

Yes... but try working long hours in a booth, standing up all day while people behave rudely towards you and see how long it takes before you start rolling your eyes and saying something you may not usually say.

Unfortunately, my bosses take a dim view of it when I do get a bit ratty after 11 hours of annoying customers moaning cos they don't like coleslaw....

[Fencergrl]

Originally Posted by akaiyuki

I'm just surprised at the response that I got.

As for my response... Let's review shall we?

1) You inquire about $1 or 80 cents remaining on a $20 certificate you got for nothing. Most likely this came off as I previously stated, rude petty and cheap.

2) You post this account on a public forum for fencers. Most likely this salesperson doesn't spend time here, so she has no opportunity to respond to your version of events.

3) You have done this why??? It appears so you can bad-mouth the company and the salesperson publicly without either being able to challenge it.

4) Others (including yourself) have stated that they have received good customer service from this company and this salesperson. So typically this is not usually what happens with this company.

Frankly in hindsight, she wasn't rude enough. If this is an example of how you behave, I suggest you might want to invest in a cranial-arse extraction unit. I'll even mail your $1 so you can start saving.

[SenorEquis]

Sure, it happens. Fatigue and frustrations abound in the customer service world. That is bound to lead to a customer service representative being rude to a customer who doesn't deserve it. On top of that, some people apparently enjoy being rude to customers, based on Fencergrl's first response. But that doesn't excuse it or make it right. The customer deserves respect and the benefit of the doubt, even if paying with a gift certificate.

[Fencergrl]

Originally Posted by SenorEquis

On top of that, some people apparently enjoy being rude to customers, based on Fencergrl's first response.

LOL... You know so little about me.

Truthfully, I have always received a lot of compliments, raises and gifts from my customers etc… because of the lengths I will go to, to provide excellent customer service. Conversely, I am not afraid to tell someone they have their head up their arse either.

So I can respect another person for choosing to respond in what may be an appropriate fashion to someone. I can also sympathize with someone who responds inappropriately because they’re having a bad day, tired or whatever.

I have nothing against akaiyuki but she has posted similar threads before. I hope this puts my response in context for you.