I'd like to preface my comment by saying this is only the 2nd online review I've ever written... the first went to their competitor who provided the customer service that was incredibly lacking at this store. My career has been in the customer service field and so I understand the pressures clerks can be under. I try to see things from their perspective, but I've rarely run into such a group of arrogant, unfriendly, unknowledgeable people in my life.
We purchased batteries last fall from another Batteries+ store and they are still under warranty. We are traveling out of state in our motor home, and so we stopped at this store for assistance. Between my husband and myself, we had interactions with five people there, including the manager and the owner. Of those five, only one clerk actually acted as if he were interested in serving us as a customer. I realize that we did not purchase the batteries at this store, and I believe that Batteries+ is a franchise so the store is independently owned and operated. However, the store bears the company name and ought to be concerned about the stores' and the companies' reputation.
None of the people we spoke to were knowledgeable about the battery issue. The more pleasant clerk tried to help and reached out to their supplier. The "boss" at the supplier warehouse didn't know anything either and said to talk to the driver who was actually in the store at the time. He was very knowledgeable and helpful. He understood the issue and explained how to resolve it. My husband also called another battery supplier and got the same answer. The people at Batteries+ did not resolve the problem. They still did not understand the issue and were not taking correct steps to resolve it.
We ended up taking our batteries next door to Advance Auto. I had actually gone there to purchase the type of charger needed to fix the problem, but they offered to put the batteries on their chargers for us. They did it just the way the battery experts had suggested, and surprise, surprise... problem solved. No new batteries necessary, I also did not have to purchase an expensive charger, nor take in my motor home for an expensive system repair (as suggested by Batteries+). And at Advance Auto, they are actually nice, friendly people!
Customer service is a huge part of any retail operation. Being friendly and polite is critical. I really do appreciate the one clerk at Batteries+ that admitted he didn't know what to do, and remained courteous throughout. But the owner and his manager refused to accept that they didn't know what they were doing, and couldn't set ego aside for a moment to listen when being told they were wrong.... Which has been proven, since the guys next store did just what needed to be done and now my batteries work great. Of course there's much more to the story, but I'd have to write a mini novel to get in all the specifics. At my place of business I would have been fired for exhibiting such poor customer service. You never talk down to a customer, no matter what is said. Customers are not always right, I know that. But if you don't have the answers, man up and own it, give the customer courtesy and respect.
I will be sending a letter to the Batteries+ corporate office as well. I'll give the company a chance to respond to this matter, and if they respond, I'll note that too. But as a franchise, the buck really stops there. If you can't take the heat, get out of the kitchen. Customer service starts at the top. My business will happily go to those who actually know how to serve. read more
