Originally Posted by stevenvillatoro
I had a bad experience with Madness over returning a piddling $30 item, even after providing irrefutable proof that the item did not work.
Their customer service promises were only lip service. Never again.
I'd like to apologize about your previous experience but I'm also curious, based upon your frustrations did you ever request to bring this issue up to management? Prior to coming aboard here at MADNESS Autoworks I worked in Corporate Retail Management for over 10 years. The following is an example I always like to refer to in situations such as the one you mentioned above.
Let's say a customer was to walk into a Nordstrom's restroom as they are preparing to exit the store. They've already completed their purchase, have their products in hand etc. Everything went smoothly prior to walking into the restroom but what they notice immediately is the condition the restroom is in. It's dirty, the paper towels were empty and they actually just walked by the janitor who was finishing up cleaning this area as they walked in.
There are those of us that will say "I can't believe they would allow this, I'm never coming back here again" and disregard the previous interaction they just had. There are others that will say "This isn't acceptable, I'm going to bring this up to management" and based upon how their concern is handled that specifically will decide if they want to continue doing business with this establishment in the future.
Will we have some bumps here and there? Maybe a call that wasn't returned in a timely manner or there was a slight delay with a shipment? Yes. But it's also our job to use these situations as training opportunities to LEARN from and ensure this type of behavior isn't the norm nor is it acceptable. But of course there's also times that we can't fix a situation if it was never brought to our attention.
Again we take customer service very seriously. It's not often that you will see other vendors post on forums concerned by feedback or a negative experience. At the end of the day if someone isn't satisfied we WANT to make it right!
I'll send you a PM here shortly as well and would like the opportunity to discuss this further if possible.