https://boards.hellobee.com/ Pregnancy, Baby and Parenting blog, by Hellobee en Fri, 01 May 2026 21:02:18 +0000 https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2307121 Thu, 01 Oct 2015 07:26:13 +0000 youboots 2307121@https://boards.hellobee.com/ <p>I would write a fact based review on Yelp. Keep it short. At the very least there should have been an away message on his email and or voicemail. In my role at my past company customers had my phone and email. Whenever I was out of the office even for a half day there was an away message, in an emergency it seems the company would log in and take care of this for him as a proactive measure IMO. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2307117 Thu, 01 Oct 2015 07:21:13 +0000 Modern Daisy 2307117@https://boards.hellobee.com/ <p>@Mrs. Lemon-Lime: I already looked into that back when I was trying to get a hold of someone and the only point of contact provided is the main number, which is what I called when Bob stopped responding. They have other locations so I guess I could call one of those, but I think it's franchised so they would just put me back in touch with Bob. Plus I didn't want to go there because I'm not trying to ring alarm bells and get Bob fired, just wanted to issue a complaint in a productive way. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2307110 Thu, 01 Oct 2015 07:15:18 +0000 Mrs. Lemon-Lime 2307110@https://boards.hellobee.com/ <p>@Modern Daisy: is it possible to use their website, social media presence, and other advertisements to ascertain another person's full name and then use Bob's email format to CC another company person in an email response? </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2307109 Thu, 01 Oct 2015 07:13:51 +0000 Modern Daisy 2307109@https://boards.hellobee.com/ <p>@yoursilverlining: I get annoyed when people bypass me to go to my manager too, but it makes sense in this situation because Bob chose to ignore me completely so I was trying to reach anyone who would answer. I think my complaints are valid and if the manager/owner cares at all about the business it would be helpful to hear it from me directly instead of a public review. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2307105 Thu, 01 Oct 2015 07:08:51 +0000 Modern Daisy 2307105@https://boards.hellobee.com/ <p>@Mrs. Lemon-Lime: I don't think Bob should be fired either, but I do think he should be called out on providing terrible service so either the business model can improve or potential customers at least know ahead of time what to expect. I wish I could cc his manager! It would have been great if anyone at the company had actually responded to me but unfortunately I only have bob's contact info. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306656 Wed, 30 Sep 2015 15:50:29 +0000 yoursilverlining 2306656@https://boards.hellobee.com/ <p>@Modern Daisy: I always see going to a manager to complain as a spiteful, vindictive move. There is no easier way to get on my permanent shit-list professionally than to contact my manager instead of coming to me, or contacting them over a normal complaint or dispute (of which, I think this is). </p> <p>Unfortunately we've found that *many* contractors and building professionals don't respond to emails, don't return calls, don't show up to appointments, etc. I have never thought about contacting their manager, again, because then you are possibly threatening someone's job, which is not cool in my book. That just seems a step further than leaving a negative review. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306562 Wed, 30 Sep 2015 14:37:03 +0000 Mrs. Lemon-Lime 2306562@https://boards.hellobee.com/ <p>Although you received poor customer service, I do not think Bob should be fired. I would suggest replying back to his email about finalizing the order and CC his manager or owner of the company. In the response I would share how you went with a competitor that price matched. I would also provide them feedback on how this could have been handled better. For example- out of office messages on VM and email, another designer reaching out to any of Bob's most recent prospects, and of course having reception put you in touch with someone right away when requested. ETA: Given that Bob went on bereavement leave/ vacation I see this as an opportunity for the company to improve rather than just a Bob issue. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306559 Wed, 30 Sep 2015 14:36:04 +0000 Modern Daisy 2306559@https://boards.hellobee.com/ <p>@Shizaz: Thanks for the advice and I've actually had a similar experience to your Mom's. They did not threaten to sue me, but they had the review taken down right away and kept calling my cell phone (it was supposed to be an anonymous review but I guess they knew it was me) and when I finally answered they sounded all flustered and offered me 20% off my next service! They didn't mention the review at all but it was clear they were trying to distract me and keep me from posting it again. I reposted it but made it more from my point of view because I realized I had stated "facts" like "There is no ventilation in the hair color room" which is probably why they were successful in taking it down to begin with. I swear I do not leave a lot of reviews I've probably posted 5 in my life! </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306547 Wed, 30 Sep 2015 14:30:43 +0000 Modern Daisy 2306547@https://boards.hellobee.com/ <p>@yoursilverlining: @oldsoulmama: and @sunny: I actually thought contacting his manager before leaving a bad review was doing them a favor! I don't mean it to be spiteful, I just figured that any business would prefer a chance to apologize before a bad review went up online. I think leaving a bad review without talking to them first would be a little passive/aggressive and the easy way out. </p> <p>@erinbaderin: That's exactly what I figured, that if he was this bad about responding to me then he likely would not provide the best service going forward. I also didn't mention in my OP that he cancelled our first appointment at the last second after I had already left work early and was picking up DS because he "forgot". I was willing to forgive that, and gave him a lot of chances to respond but he refused to take my money or to let me work with anyone else at the company! </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306366 Wed, 30 Sep 2015 12:53:21 +0000 sunny 2306366@https://boards.hellobee.com/ <p>What do you want to get out of this? If it's just to warn other customers, I would just leave a review saying that you had a hard time getting in touch with the company and getting answers after the bid and decided to go with someone else. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306361 Wed, 30 Sep 2015 12:49:04 +0000 oldsoulmama 2306361@https://boards.hellobee.com/ <p>I think you are overreacting by taking this too personally. Emails are hard to read. He may have been intentionally rude, but he may have also just been carelessly blunt if he had been distracted. That doesn’t make it ok either but I think it’s a stretch to say “I don’t want to let them get away with such horrible treatment”. </p> <p>Unfortunately a lot of contractors that we’ve dealt with have not returned phone calls after multiple messages. Our best way of dealing with this has been to take our business elsewhere, just as you’ve done. It’s VERY annoying and time consuming to have to keep following up with these morons, but hey, the ball’s in their court and if they choose to not take business that is literally sitting in their lap then it’s no skin off my back to go with someone else.</p> <p>I would’ve not responded to Bob’s last message. </p> <p>I would just put in a review on Yelp saying that the timeliness of this business’s replies is unacceptable after your initial meeting (# of messages left over # of weeks) and you took your business elsewhere. If you contact Bob’s manager and he extends an olive branch, then you’ll have to explain to him that you went with someone else anyway which makes you a person with a lot of time on their hands to make spiteful phone calls. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306234 Wed, 30 Sep 2015 11:16:28 +0000 erinbaderin 2306234@https://boards.hellobee.com/ <p>I would probably just let it go and consider myself lucky that I didn't end up working with that guy. Like Madison43, I've dealt with some really terrible contractors - we actually hired the guy who was terrible about responding to emails, and turned out he was also terrible about getting the work done, big surprise! I would just email Bob, something along the lines Lulu Mom suggested, and move on. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306214 Wed, 30 Sep 2015 10:59:03 +0000 mrbee 2306214@https://boards.hellobee.com/ <p>I used to be really sympathetic to deaths in the family, but last year I discovered that some people regularly use that as an excuse! I googled it and there are some links on how to do it, like this one:</p> <p><a href="http://www.wikihow.com/Get-a-Day-off-Work-by-Pretending-You" rel="nofollow">http://www.wikihow.com/Get-a-Day-off-Work-by-Pretending-You</a>'ve-Experienced-a-Death </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306211 Wed, 30 Sep 2015 10:58:11 +0000 Umbreon 2306211@https://boards.hellobee.com/ <p>If you write a review, be very careful how you word it! My mom had a really bad experience with a company. The "owner" had even hung up on my mom at one point. It was really bad. My mom left a truthful review on a home renovations website and the company replied saying they knew who she was and if she didn't remove the review they would sue her - It's unlikely they could, but it scared the heck out of my mom so she modified it to say something generic like "Terrible experience, I would not recommend the company" </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306209 Wed, 30 Sep 2015 10:56:26 +0000 Madison43 2306209@https://boards.hellobee.com/ <p>I've dealt with my fair share of shitty contractors lately and my advice is just to move on and let it go. Not that I think that bad customer service should be ignored or rewarded but more because - at least for me - the sooner I rid myself of the negative relationship completely, the better I feel. Plus, you've already moved on from the first company, so nothing they say or do is really going to be satisfying, you know? It's not like you're still using them and they can offer you some type of reimbursement or financial incentive to stay with them. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306173 Wed, 30 Sep 2015 10:32:00 +0000 LuLu Mom 2306173@https://boards.hellobee.com/ <p>@yoursilverlining: I second this, yes his customer service sucked, but losing a family member is rough, the last thing you care about is work in a time when your family needs you. I think the manager/business dropped the ball on making sure his accounts were covered while he was out of the office, there should be back up in place. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306127 Wed, 30 Sep 2015 09:53:00 +0000 yoursilverlining 2306127@https://boards.hellobee.com/ <p>I think it’s totally fine to leave an honest review on Yelp or similar. I would NOT try to contact his manager or file a formal complaint. Yes, it was poor customer service, but what if he did have a death in the family and was dealing with that? And you’re going to potentially cost him his job over not returning emails about getting cabinet work done? I personally reserve contacting managers for truly egregious behavior/comments from an employee…not just failing to respond to business. Just my opinion. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306115 Wed, 30 Sep 2015 09:45:08 +0000 Modern Daisy 2306115@https://boards.hellobee.com/ <p>@ldh112: I already tried that and there is no helpful information online. The only number for that location is the main number, which is what I've been calling. There are other locations but I think it's franchised, so I could try calling but they would just put me back in touch with my location. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306114 Wed, 30 Sep 2015 09:41:53 +0000 ldh112 2306114@https://boards.hellobee.com/ <p>@Modern Daisy: Is there a directory on their website with management emails/numbers? Would you consider going to the office to attempt to gain that information? Maybe that's a bit much but it seems so odd that the secretary wouldn't work with you (and that also deserves a complaint in my opinion). </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306102 Wed, 30 Sep 2015 09:35:33 +0000 Modern Daisy 2306102@https://boards.hellobee.com/ <p>@LuLu Mom: I totally agree about not writing emotional reviews. I hate reading those! It's exactly why I am cooling off for a few days before deciding. I just don't know if I should try to contact his manager first before going online? </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306096 Wed, 30 Sep 2015 09:31:46 +0000 snowjewelz 2306096@https://boards.hellobee.com/ <p>I would maaaybe try to still get in touch with someone higher level to sort it out to say that I've tried and gave them numerous chances to rectify the situation (or at least apologize since this is after the fact). If nothing works. I'd def leave reviews and just stick to the facts to help other consumers who might be deciding! </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306078 Wed, 30 Sep 2015 09:22:19 +0000 BananaPancakes 2306078@https://boards.hellobee.com/ <p>I agree with @LuLu Mom; write a review online, email him why you've moved on, and know you've done your part. Does your area have a facebook page for local businesses? My city has a very active "word of mouth" page that can ruin a business if they have crappy service or screw the wrong people over. But that's small-town dynamics at play. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306075 Wed, 30 Sep 2015 09:19:04 +0000 gracecat 2306075@https://boards.hellobee.com/ <p>@Modern Daisy: No, I think objective reviews on the relevant websites would be perfectly justified! I'd appreciate knowing that this might happen to me. I would totally understand if things were delayed to a death in the family but to have the whole rest of the company not even try to appease you or talk to you is just odd! </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306064 Wed, 30 Sep 2015 09:14:08 +0000 LuLu Mom 2306064@https://boards.hellobee.com/ <p>I would complain to BBB and write reviews (I would keep it professional not emotional) on FB, Twitter, Google, and Yelp and then call it good. I think reviews are the best so other people can know your experience, but I think emotional reviews turn me off, but well written/thought-out reivews help me make an informed decision. I would also email him back and say "I understand that circumstances come up however we needed to move forward with our original timeline and went with your competitor instead who was able to match your price. I tried to contact your company hoping to find another person to work with while you were out however no one would connect with me and I was disappointed with the lack of communication, hence going with someone else." call it good and be done with it. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306063 Wed, 30 Sep 2015 09:14:03 +0000 Modern Daisy 2306063@https://boards.hellobee.com/ <p>@gracecat: I just edited my OP to say that I am deciding between going online to Yelp or other websites and writing bad reviews or asking Bob to put me in touch with his manager so I can issue a formal complaint. Any other ideas are welcome though and if you think I should just ignore it and move on let me know! </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306050 Wed, 30 Sep 2015 09:07:28 +0000 gracecat 2306050@https://boards.hellobee.com/ <p>You could write a review on any local websites, is there the equivalent of a List or Yelp for their type of service? Not sure what else you would do though? I agree it was totally bad service and they deserved to lose your business. </p> https://boards.hellobee.com/topic/wwyd-poor-customer-service#post-2306046 Wed, 30 Sep 2015 09:03:18 +0000 Modern Daisy 2306046@https://boards.hellobee.com/ <p>I need advice on the best way to handle this situation. I had two companies come out to give me quotes on a wall of murphy bed/cabinets/shelves for our basement. Company #1 had the best design and price so I decided to go with them. But when I emailed with questions about the design I was completely ignored for two weeks. I tried everything over those two weeks, emailing my designer, calling him, calling the main number and asking that another designer or manager call me back and was ignored. The designer (Bob) basically fell off the earth as far as I knew because there was zero response from him. He finally sent me kind of a rude email after the two weeks answering my questions hastily and huffily and not apologizing for the complete ice-out. He mentioned he had a death in the family and was taking a belated vacation and would be in touch with me once he got back. I'm assuming he only wrote that email because his manager was notified I was trying desperately to reach him (I had an appointment to have my TV hung and had important questions about the design which Bob had said he would be able to answer). </p> <p>After my first 5 attempts to reach him I gave up and went with Company #2 who agreed to match his design and price and we are well into production already. Bob followed up with me on Monday (when he got back from vacation) not apologizing at all and demanding that I call him so he can finalize the order, which I never responded to.</p> <p>I understand that things come up and at the end of the day these are just cabinets, but I am appalled at the horrible service from Company #1. If I treated a customer like this at my job (death in the family, vacation or not) I would be fired immediately. The fact that the receptionist refused to put me in touch with his manager or anyone else is also infuriating. I don't want to let them get away with such horrible treatment and I also want to warn other customers. DH thinks I should just do nothing and be passive but I disagree because I don't want to encourage this type of behavior. What would you do in my situation?</p> <p>ETA: I am deciding between going online and writing bad reviews or asking Bob to put me in touch with his manager to issue a formal complaint. Any other ideas are welcome! </p>