From June 2007
 

STORES/BIGresearch survey participants were invited to share their feelings about customer service — or the perceived lack thereof. With even the briefest glance at the following remarks it’s painfully obvious that shoppers are not happy with the way they’re being treated in stores.

“It always feels like they are judging you the minute you walk in . . . if you look as though you don’t have money, they snub you.”

“Do they even realize they have customers?”

“I am appalled at their return policy . . . You pay a 15 percent restocking fee if you return a gift you don’t want.”

“The associates are rude. If you can somehow prevail upon them to wait on you, you find out that they cannot answer basic questions about the merchandise. A tribe of monkeys would more helpful and knowledgeable.”

“Young people have a tendency to ignore older shoppers.”

“They seem to think it should be clear to shoppers that they are far too busy talking to one another to waste their time with customers.”

“They just don’t care. They will make you wait in line ’til they are good and ready to come check you out.”

“When you ask a salesperson about something, they always say it isn’t their department.”

“Employees pawn you off on the next unknowledgeable employee.”

“Their mental capacity is completely flat-lined.”

“They’re miserable in all aspects of customer service and if you get so fed up with it that you walk out vowing never to return, corporate will never know because their complaint process requires an identifying number from a receipt. I won’t pay to be mistreated like that.”

“In some stores it’s become a game of hide and seek. Sometimes I feel like sending up smoke signals or lighting up a strobe light to get their attention.”

“They must have an affirmative action program to employ zombies. I have experienced more inconsistencies between posted prices and the price that rings up at the register than in any other chain.”

“They seem to only hire people that have just taken their medication in the break room. Across multiple states, I’ve never had a good experience.”

“The sales associates take up the entire aisle when they are restocking shelves and the cashiers are too busy chatting with one another to ring up a purchase quickly and efficiently. I often feel that I should apologize to them for interrupting their conversation.”

“Arrogant, unfriendly staff who would rather kill their mothers than offer you service.”

“Generally, I feel as if my business is not important to them. They never go the extra step to make me feel important.”

View Related Stories:

What Drives Your Customers Crazy?

Elements of Good Customer Service