I am responding to your public response regarding my review…read more
After this incident, you contacted my aunt and repeatedly asked her to remove her review. During those conversations, you apologized for Noah's behavior and attempted to excuse it by stating that he was under a great deal of stress. Stress does not excuse dishonesty, arrogance, or poor treatment of a longtime customer.
You were given a clock that was in working condition. It was returned to us not working. My aunt then had to take the clock elsewhere to have it repaired, where she was informed that the issue was a simple fix. This makes Noah's statements about the condition of the clock even more concerning.
What was equally unacceptable was the way Noah communicated with my aunt. No options or reasonable solutions were offered. Instead, she was spoken to in a condescending manner, as though she were a two-year-old rather than a longtime paying customer with a legitimate concern.
A customer's perception is their reality. When a customer tells you they have had a negative experience, your responsibility as a business should be to do everything reasonably within your power to understand the concern and resolve the issue--not argue with the customer, dismiss their experience, or make them feel as though they are the problem.
And let's not even get into the pricing. Based on our experience and what we ultimately learned about the simplicity of the repair, we were left with serious concerns about whether the pricing being presented was reasonable. That only added to an already unacceptable experience.
She also has every right to publicly share our experience and make other consumers aware of what they could potentially be getting into when choosing to do business with this company. A review is meant to reflect a customer's experience--positive or negative. Repeatedly asking someone to remove an unfavorable review does not change what happened. If you do not want customers sharing negative experiences, the solution is to address the issues that caused those experiences, not pressure customers to remove their reviews.
As longtime customers, we are shocked and extremely disappointed by how this was handled. After Rick's passing, the level of service is simply not the same.
Additionally, anyone reading these reviews can see that she is not the only customer who has expressed concerns or left a negative review about their experience. When multiple customers are raising concerns, perhaps the appropriate response is not to become defensive, but to recognize that there may be a genuine customer-service issue that needs to be addressed.
What is particularly troubling is that you repeatedly contacted my aunt asking her to remove her review, yet your public response continues to demonstrate the same lack of professionalism and accountability that led to the review in the first place.
Potential customers should be aware of our experience: we entrusted this company with a working clock, received it back not working, and were then treated as though we were the problem when we raised legitimate concerns.
Doris, do not contact my aunt or anyone in our family regarding this matter again. The repeated phone calls asking her to remove her review are unwanted. Any further unwanted contact will be documented, and we will consider the appropriate steps available to address it.
My recommendation to the company would be to provide Noah with customer-service and soft-skills training, particularly in professionalism, communication, accountability, and conflict resolution. More importantly, I would encourage the company to take the negative feedback it is receiving seriously rather than attempting to explain it away.
We have said what we needed to say. Please respect our request for no further contact.
