luna

Okay...last night I was in a VERY bad mood after a bad customer service experience with a phone representative of DFS. She was rude and disinterested, and didn't even listen to my problem, just disinterestedly recited their policy on returns and exchanges (which still offends my sensibilities - I don't think a customer should have to pay out of pocket to ship something back, especially when they've already paid for shipping once).

I emailed them last night, fully explaining the situation, and that I wouldn't have ordered the product I wanted to return if there had been a proper description or picture of it that showed the features. The only picture they have for the product category is for the smaller item (I got the large one), and without a picture or detailed description to tell me that there were structural differences that made the item unsuitable for my purposes, I trusted that they were properly representing their items and ordered. They responded just now - a rather prompt response, which I thanked them for - and addressed not only my particular case (they're crediting my card back and not requiring me to ship the item back to them - which is more than I would have asked for them to do), but they're forwarding my comment about the deceptive product information to their Creative Department so that they can look at the items and the picture they have up and prevent confusion or disappointment for future customers (my words, not theirs, but I'd like to think that's the sentiment behind the action).

I responded to their email and thanked them for their prompt reply and MORE than sufficient response to my concerns, and that their response more than made up for the bad customer service experience I had the night before on the phone...and I feel much more confident about shopping with them again in the future.

I went from an irate and potential FORMER customer to a very relieved and satisfied customer. Well done. *sigh of relief*

Of course, I still have an item that I need to do something with...but now I don't look at the box and feel disgusted and frustrated!

Nags1965

Im glad things worked out.

susitna-flower

I know how you feel......I'm glad it worked out.

luna

After all of the good feedback I'd heard about them here, I was really surprised and disappointed last night, and that just made it worse...but I also know that phone reps are the least likely source of comfort, as they often have ZERO power to do anything to help you, so they tend to be disconnected and disinterested, and they usually just make the companies they work for look bad.

I've worked customer service for more than one company, including a call-center for one, so I have high standards for customer service...because I know the standards I was held to when I was working in that position, and I'm always frustrated when companies fall short.

With all of the FishLore love for DFS I've seen, and all of the good reports, that phone rep just totally killed it for me...but after I calmed down a bit, I emailed them, and got not only more of the response your collective feedback led me to expect, but more than I would have asked of them. I can see NOW why you're all in love with them, besides the great prices!

Nags1965

hmmm i reckon i should check out the web site. I am so leary of ordering stuff via the web.. but.. if they had what i really wanted id go for it.

Lucy

I couldn't agree more. I'm glad they made things right for you.

COBettaCouple

I'm glad that you've ended up being happy with them.

sirdarksol

Glad everything worked out. Could have been that the first rep was in a really bad mood, or was on his/her last day and didn't care, or was just a jerk (and likely will be fired, if not due to your experience, when he/she makes more such problems in the future).
Anyway, it's been my experience that these kinds of people are the exception, rather than the rule, at DFS.

luna

*insert requisite flaring and biting*

Unfortunately, people like that don't lose their jobs nearly as often as they should. I'm glad that the REAL customer support managed to resolve my concerns politely and responsibly, since it was obvious that the ill-mannered phone-jockey had no interest in even being polite, let alone helpful.

sirdarksol

I suppose it depends on the place. Now that you say it, I know that several electronics stores encourage their support staff to be brusque with their customers. If you're working at a place, and you're told that your average call has to be under 2 minutes, and it takes 3 minutes to deal with the average call and make the customer happy, you're either going to end up with unhappy customers or you're going to be fired.
On the other hand, I once lost a job for telling a customer that she couldn't use my private line to bypass the people who were on hold.
I'm guessing that DFS is the kind of company that doesn't much tolerate rude customer service agents.

steveangela1

I had a really bad experience w/ DFS rep on my second order.. However the first order that we had was such a positive experience that it made me call back after speaking to that rep and talk to another person. I had a better experience...

I am glad that you got this worked out, there are some bad eggs out there...
I do order a lot from them for our tanks, and have had nothing other than that one time but good experiences from them....

luna

steveangela1

lol... she was a jerk I got off the phone w/ her and called back and asked for a manager... she really had me ticked!