cheeky customer service

customer service

I’ve noticed a new thing that retail websites are doing, maybe you have too. I’ll do some internet window shopping, adding a few things to my car but not actually completing an order. Then, I’ll get an email reminder from the website saying something like “hey, you still have items in your cart” or “still thinking about it?” I don’t mind these e-mail reminders per se…in fact, I’ve actually gone back and completed a couple of orders because of them. Anthropologie and Nordstrom offer friendly reminders that are effective, IMO.

But then, I got one from eddiebauer.com. It seriously said “Aren’t you forgetting something?” For some reason this really rubbed me the wrong way. Why is Eddie Bauer judging me? Why am I getting harassed by a clothing store? Is this what the world has come to?

After getting a few of these e-mails from “window shopping” I must’ve had too much caffeine one day, or possibly was a little emotional and decided to fire off an e-mail to their customer service. I’m not expecting a response, if any…but it made me feel better.

Here it is, verbatim:

“I’m writing to tell you that your email reminders about items left in shopping bag are making me NOT want to buy from you. They’re cheeky at best, downright rude at worst.

The first one I got was: “Remember us?” – This one isn’t so much rude as it is annoying. I have a Grandma that asks the same question every time I call her, I don’t need a website that is looking for my business pulling on my guilt muscle as well.

The second one: “Your items are waiting” – My items are waiting for what? Me to release them so they can go make dinner? Waiting for my decision on whether I want the “Berry” or the “Spruce”? I’m pretty sure the items in my cart don’t have a conscious and if they do, I don’t want them anyway. Clear my cart.

Finally and my absolute favorite: “Aren’t you forgetting something?” Get out of here – are you serious? I forget EVERYTHING and usually much more important than some shirts and a backpack left in my cart. Usually it’s my car keys, which I’m sure you can understand how hampering this is to my daily life. I don’t need another reminder from YOU – Eddie Bauer – that I am forgetful.

So, if you could, please pass this on to those who make decisions on what is sent in these emails. I don’t mind a “you have items in your cart” reminder e-mail, in fact I welcome it. I just ask that you take a look at what you’re sending and make sure it’s in a tone that¬† you would use with your mother. To her face.

Thank you for your time,

Dyana”

The best part is, when I attempted to submit this e-mail, the customer service page went to a 404 (broken page). So in real life, when trying to complain to eddiebauer.com customer service I essentially got…the middle finger.

 

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HackMom

Sometimes I'm the mom I want to be, sometimes I'd like to be better. Every day I learn something new, "hack" this mom gig, so to speak. Just thought I'd share it, maybe help someone else along the way...