I had a truly terrible start to my day, which turned into a wasted morning thanks to unreliable store operations. I felt compelled to leave a review and engage with customer service as a cautionary tale for anyone else planning a visit. After making a special trip and being left waiting outside, I concluded exactly what my review stated:
Store doesn’t open on time
. This kind of disregard for posted hours is unacceptable and shows a fundamental lack of respect for the customer's time, which is why I needed an explanation.
Customer: I drove thirty minutes to get to the store right when your website said you opened, only to find the doors locked and no staff in sight for another fifteen minutes. How can you expect people to shop here when the posted hours are completely unreliable?
CS Rep: I sincerely apologize for that major inconvenience. Waiting outside when you planned your day around our opening time is absolutely frustrating, and that is not the standard we aim for.
Customer: Frustrating is an understatement. My whole schedule was thrown off. Why was there such a significant delay? Did anyone bother to update the opening time?
CS Rep: We understand your time is valuable. It appears there was an unforeseen staffing issue this morning that caused the delay, and we failed to properly communicate that externally. We take full responsibility for that failure.
Customer: Responsibility is nice, but it doesn't get my time back. What are you going to do to ensure this doesn't happen to other customers, and what about the time I lost today?
CS Rep: I hear you. I will escalate this incident immediately to the store management team for coaching on punctuality and communication. As a tangible apology, I would like to offer you a 15% discount code for your next purchase.
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