maryam (maryam) wrote in bad_service,
maryam
maryam
bad_service

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understaffed and unorganized

There's considerable customers_suckage here too, but I was more pissed about the bad_service:

I got a coupon in the mail for Loehmann's, and realized yesterday that it was the last day to use it. It was a pretty sweet deal, too: $20 off any $50 purchase. There was also a huge sale where already-reduced merchandise (mostly clothing and accessories) was an additional 40% off. So I could theoretically get a few pieces of nice clothing for only $30. Why not?

After about an hour, I found something I liked, but it was $25. I really wanted the discount, though, so I kept looking but found nothing. At this point, I was watching my time because my husband was going to pick me up and take me to the vet to get my rabbits a checkup. So it was 4:15, and I was getting picked up at 5:00. I walked on over to the jewelry case, and I saw the most perfect silver and marcasite bracelet, handmade, totally me. And $25 after the discount. Sweet! But there was nobody at the jewelry counter. I was the only one standing there waiting to be helped, so I figured that it was probably slow for them that day and that I needed to ask them to help me out. I waited about 5 minutes, and after nobody showed up I politely asked an employee working the dressing rooms if she could page someone for me. She did. I went back to the jewelry counter. I waited 10 minutes this time, but nothing. I went to the woman again and she kindly paged for someone again. I wait another 10 minutes. By this time, a group of women were also standing at the counter, oohing and ahhing over some pearls, showing frustration that there wasn't anyone at the counter (they'd been there maybe 5 minutes). Then, an employee with a rack full of clothing walks by. I go forward to get his attention, but one of the women addresses him first:

"EXCUSE ME! Can we get some HELP here? We've been waiting forEVER."

The guy just walks on by without even looking. She yells,

"EXCUSE ME SIR!"

He keeps walking for about 5 seconds, stops, runs over, and says, "It'll just be a minute."

And he's true to his word and back fairly soon. And automatically helps the woman who was addressing him. That was fine with me, given that she got his attention before I could. She spent no less than 10 minutes fondling the pearls, and store policy is that the employees can only show one piece at a time, so I had to wait. By this time, it's around 4:45, and I'm getting antsy, but I kept reassuring myself since I knew exactly what I wanted, it would be a quick transaction. The woman with the pearls wanted to pay but was informed by the employee that he couldn't take cash at that register (uh, ok.) and that he'd have to walk the necklace over to the cashier. The woman was ok with that, and said she'd be shopping for another 30 minutes, so if he could get the pearls to the cashier by then, it would be fine.

While the woman and the employee were working out this arrangement, another woman walked up to the jewelry counter and started looking around. The employee addressed me after he was done with the first woman, when the new woman starts rolling her eyes and saying that she thinks the service is terrible and that she needs to be helped immediately. I tell the employee that I had been there for no less than 30 minutes and that I'd paged for help twice, but then the woman started telling the guy how she just needed to see something real quick. Before I could protest, he went and helped her! It took about 10 minutes. 4:55. OK. So, instead of coming back to me, he went to another woman who had just showed up who was acting real huffy too. I guess because I wasn't being a total bitch to him, I didn't have priority. She spent another 5 minutes with her, and she wanted to pay cash, and they went through the whole "I can't handle cash" thing with her too.

And then, finally, he helped me. It took me no more than 30 seconds to inspect the bracelet, and I told him that I wanted to pay for it [with my credit card]. He said it was no problem, and started scanning my stuff. Then he asked for my Loehmann's card (like a rewards card), which I had ready and gave him too. He scanned that in, squinted at the screen for a minute, and asked what my name was. I told him. He said that I wasn't on the card. I could see the screen, and I saw my name. It's not a very hard name. M A R Y A M. When he finally realized that my name was on the card, a cashier walks up to him and says,

"There's a woman at my register who's saying something about a pearl necklace. You got that?"

So, without any apology or anything, he grabs the necklace and runs to the other side of the store to give the necklace to the woman. Why couldn't he have given it to the cashier that walked up to him? I checked my watch: 5:05. My husband called right then and told me he was parked outside and ready to go. I had no option, really. I could wait another 5,10,15 minutes for this guy to continuously mess up and, as a result, miss the vet appointment, or I could just go and pray that we could get to the vet on time. I looked around and saw that the employee was acually mingling near the registers, talking to someone, and at that moment I got so pissed that I was getting ready to storm out, and I said out loud, "This is just so shitty."

A woman who had been standing there for about 5 minutes said, "Seriously, I've been waiting here a while."

Yeah, really?
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