Law Students

Ryan,

I'm the woman that you spoke to at the Phantom Gourmet food festival about Whaler's Killer Coconut rum. You told me that you had ordered a case for someone who never came in to pick it up, and you gave me your card so I could call to arrange to come down to buy some of the rum. I really appreciate your help with the whole thing, I really do, but after last night, I changed my mind about buying the rum. I'm writing this because I wanted to let you know why.

My friend had called to arrange for us to pick up the rum on our way back from a trip to New York this weekend. We were coming back on Monday, 10/13. Unfortunately, due to circumstances that were entirely beyond our control, we were delayed for 2 hours before we were finally able to get out of New York.

My friend called the store 4 times that night, at about 8pm, 9pm, and 9:30pm. The last call he made was at 9:57pm according to his cell phone. Each time he called, he confirmed that we were coming to pick up the rum. At 9:30, he told a woman who answered that we'd probably be getting there at or just before 10pm. She told him that would be fine. He then called and spoke to a male at 9:57, asking him at which fast food place--McDonald's or Burger King--were we supposed to take a left. When he was told Burger King, he told the employee that we were at that Burger King (across the street) right now.

Our frustration began when after all that, this employee told him that it was too late, that we would be unable to get the rum because the registers were already closed for the day. He attempted to explain that he had just spoken to someone to let them know we'd be there at or just before 10 and had been told it would be fine, that I was from out of state, and that it was a special order which he had previously confirmed would be picked up on 10/13. This employee hung up on him without saying a word.

Unfortunately, it got worse from there. As we were pulling into the parking lot, a male who was closing the door stopped closing for a few seconds and watched us. To be honest, for the the amount of time he hestitated, I thought he was going to ask if he could help us or at least tell us that the store was closed. Instead, he watched as we pulled into the spot right in front of him, then waited until he put the car in park before he closed the door completely, locked it, looked at us again for a second, turned around and walked away.

He got out of the car and knocked on the door until another young male came over. This young man refused to either open the door or come outside, and instead forced him to talk through the glass. Again, he said that the registers were already closed, there was nothing he could do, and we could not get the rum. When he asked him to call you or a supervisor, this young man refused, saying that he would not call anyone at 10 o'clock at night.

To be honest, between hanging up on my friend, deliberately waiting to lock the door in our faces, and refusing to speak to him in person, I couldn't believe how rudely we were being treated. When he came back into the car I decided to try reasoning with this guy, thinking that since he had hung up on my friend maybe he might listen a little better to someone else. Unfortunately, he refused at first to even get up from his stool, and just kept sitting there shaking his head at me. After a few seconds he finally came to the door and spoke to me through the glass. I attempted to explain the situation to him beginning with our conversation at the food festival, but I got the same response my friend had. I asked him again to speak to a supervisor. He refused again to make the call, turned his back on me and walked away without saying another word.

While I was talking to him through the locked glass door, I could see to the right of the doorway another male employee who was on the phone and looking at me. After the other young man rudely turned his back on me, I became frustrated and slapped my hand once against the glass before getting back into the car. As we pulled out of the spot, I could see the male on the phone walking further to our left and appearing to be getting the license plate number of the car. I said to Chuck "I think they're calling the police on us!"

Sure enough, two police cars came and stopped us before we even got out of the lot. I'm not sure exactly what the employees told the police, but they made my friend get out of the car and frisked him! The police officer who was speaking to me through the car window suggested they were led to believe that we were banging the door down, and they seemed to be trying to rule out whether we had been drinking or under the influence of drugs. Naturally none of this was true, and when the officers realized this and that we each had (separately) given them the exact same version of what had happened, they let us go without so much as a warning.

I wanted to let you know because I was in tears as we were leaving. Neither of us were trying to cause any problems. Instead of choosing to provide good customer service, the three of them treated us rudely and disrespectfully. At no time throughout the entire ordeal did either of u threaten, swear or raise our voice at anyone either on the phone or at the door, neither of us made more than one attempt each to talk to the young man through the door, and neither of our conversations lasted for more than a couple of minutes, so I don't feel that any of their actions were justified in any way, especially not calling the police! As a customer, I have never in my life been treated so rudely, and have I absolutely never had the police called on me!!!

I'm truly sorry that this all happened, but I felt it was important that you know how your employees treated a potentially long-term customer last night. I'm sure you can understand why I no longer want the rum. Please feel free to call me if you have any questions.

Thank you,

Me

This was his response:

Hi me,

First, let me apologize for getting back to you so late!
Second, let me apologize for what happened to you when you came to the store.
I talked to your friend and hopefully he understood the instructions that I give the night crew.
As for them not opening the door after we closed, that is my fault since those are my instructions.
They, however, should have explained to you guys what their instructions were. They have been made clear as to how a future scenario should be handled.
I hope that you could see fit to give us another chance.
Please feel free to print out and use the attached gift card if you decide to stop by.
Again, my sincere apologies.

Ryan

Wow. A whopping $10 off my next order and a lame, pathetic excuse for an apology. I live over an hour away. His little liquor store is in the middle of nowhere. No way in hell a friggin' $10 off coupon would ever make it worth my while to go out there. Um.... that might cover what, 5 gallons of gas at best? That wouldn't even cover half the trip. Not to mention it's a generic coupon. Thanks, but no thanks.

Today's lesson: Don't buy anything from Julio's Liquors in Westborough, MA. It ain't worth the shitty customer service.

Full post as published by Random Ramblings About Life and Law School on November 14, 2008 (boomark / email).