Kass (kassh) wrote in bad_service,

Chapters in Van

I had an unusual experience at Chapters the other day, it being unusual because I've had a good experience at this Chapters, so this one came out of the blue.

I had just jumped on one of those instore computers, where you can search for a book or whatever, when I heard a loud sigh right in my ear. I turn around to see this woman, standing right up behind me rolling her eyes. Turns out, she works there. She obviously notices that I've turned around and seen this, she then says this flubbergastered half-assed sorry to me, then jumps into this annoyed version of "Can I help you with something?" As if I want help from someone whose just been rude to me..

Anyway, I tell her that no, I'm just looking up an book from an author I don't remember the name of. She then snaps "Well I need the computer" stands right beside me, staring at me. Uncomfortable with this, I go "Okay.." and walk away. I don't like confrontation, but this really pissed me off.

I take note of her name and when I got home, I emailed customer service from their website. I made a point of saying that I know that its a busy time of year for everybody and that stress can run high, but wah wah this was unacceptable. A day or so passes, I get confirmation emails, emails saying that my email has been passed on to the appropriate people and then this morning, I received this email:

"Dear Kassh,

I have just received a copy of the email that was sent to our customer service department and would like to apologize on behalf of our store and our employee UPTIGHT BITCH for the unacceptable customer service that you received.

We work with a strong focus on our customers' experience in our stores and I am truly sorry about the experience that you had.

I will be sitting down and speaking with UPTIGHT BITCH regarding her behaviour.

I would also like to extend an invitation for you to visit our store again and would like to offer you a $25.00 gift certificate that you can use in any of our stores or on-line.

I realize that it is a very busy time of year for everyone and it may be difficult for you to come in and pick up the gift certificate so we can also mail it to you.

If you have the time to call me, I would be very happy to talk with you.

Yours sincerely,


I was pleased that I got a response, of course, but I'm not entirely sure how to reply to an email like this, having NEVER gotten a response to a complaint. I've been very impressed with their level of concern and online customer service regarding this and therefore my trust has been restored, but I still don't know how to reply. Any advice??

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