I was extremely disappointed with the disrespectful treatment I encountered in my interactions with several Delve representatives. On Friday June 29, 2011, I called Delve Atlanta offices in response to a cellular phone message I received and had listened to for the first time, about a potential opportunity to be a research participant. When I returned the call, the female representative who answered the phone told me that I needed to have the name and extension number of the Delve representative who had called me and left the message. Not having that information readily available, I told her that I did not know the name of the representative and that I thought the extension was #2098. She responded that this extension did not exist, so I told her I would call back once I re-checked the message. Two minutes later, I returned the call and spoke to what sounded like the same female representative, giving her the correct extension this time, #2093, and the name of the representative who had called me and left the message. She responded that this person had not been at work all week so she could not have called me. I was extremely offended that she would imply that I was lying about someone calling me, and told her as much. She reiterated that since that woman was away, I could not have received a call from her and she ended the conversation with "goodbye," while I was still talking, and without asking if she could provide any additional assistance to me. In disbelief, I called right back but the service connection on my cellular phone was poor so she was not able to hear me, though I was able to hear her stating my name to another employee, and then the call was disconnected. I am assuming she saw my name on the caller ID because I did not state my name on this call. This, to me, is highly unprofessional and a violation of privacy, leaving me only to wonder what she may have been saying about me. I called the offices again and spoke to a different female representative. I explained to her that the previous agent had hung up on me. She responded: "She did not hang up you, I am sitting right next to her; I heard her say 'goodbye'." At this point, I was becoming increasingly incensed by the lack of appropriate customer service. I explained to her that I was still talking when the previous representative terminated the call; I also told her that the previous representative was implying that I lied about someone calling me, when I had explicit proof that a representative had left a message for me on July 23, 2011. In a deservedly frustrated and indignant tone, but using no abusive language, I let her know that I was disturbed by the lack of appropriate customer service I was receiving and I asked her what kind of company accuses a customer of lying, and demanded an apology. I revealed to her that I worked in customer service and I had never treated a customer so poorly and in such a rude manner. She responded that if I worked in customer service, then I should know what it feels like for someone to speak to her in the manner that I was. I was disgusted by her condescension and asked to speak to a manager, particularly since the manner with which I was speaking to her was neither abusive, loud, nor threatening, but simply upset. I was put in touch with another woman who was no more apologetic or understanding. She seemed to defend the inappropriate behavior of her colleagues and instead of addressing the incident as I would expect a manager would, she asked me questions (which I perceived to be accusatory) about when I had originally called to participate in the study and when I had received my call from the representative. She also informed me that the study of interest had ended, and the my name was not in the company database. She directed me to the company website to register, and I let her know that I was not interested in working with the company. Indeed, if those are the types of people selected to be representatives for Delve, LLC, I am not confident that I like what the company represents. In my very first introduction to Delve, LLC, I was thoroughly turned off by the rudeness and unprofessionalism demonstrated by its representatives. This poor treatment was unwarranted and unacceptable and I can only hope that future customers do not endure what I did. read more
