Let me begin by saying I never write negative reviews, because I don't like to complain. However, I had such a bad experience with Mindy's Munchies that I need to warn people about their unwillingness to accept any accountability on their part. As a Customer Service representative myself, I know firsthand what it's like dealing with customers - happy and upset alike - and how to properly handle all clients regardless of their "phone demeanor".
Here's what happened...
I placed 2 large gift basket orders for two of my clients online the week before Xmas. Their website was acting strange when I placed these first two orders, so I decided I was going to confirm my orders with them over the phone when I was finished with all of my orders. After placing a separate 3rd large gift basket order (over $200 in total) online, I called and spoke with someone there. I asked the girl that answered the phone if she had all 3 orders and she confirmed that she did. I then further confirmed the three separate addresses for delivery just to make certain since their website was acting strange...the girl again confirmed everything was correct. I had expedited each delivery, so I called Mindy's again a few days after placing the order, to confirm/track the delivery. The girl that answered the phone had confirmed again that all 3 gift baskets were delivered to the three separate addresses.
After meeting with these same clients yesterday, I discovered one of the deliveries never made it there, despite getting a confirmation over the phone from a Mindy's employee. At the time, I was thinking that someone probably received the package and it just got lost in my client's office. So I called Mindy's again to confirm. This time however, they now told me that two of the gift baskets went to the same client. This was very disappointing, especially because I confirmed on multiple occasions, but I remained calm expecting them to correct this honest mistake. The girl on the phone didn't have the ability to authorize a replacement gift basket to be shipped to the correct address, so I had to wait for a call back on this Christmas mishap.
I received a call shortly after from Mindy herself. Mindy was very nice, but became very defensive with everything I was saying. I explained to her about my initial website concern, but her response was "We handled thousands of order over the holidays and you're the only person that had a problem". So basically, because I'm the only customer who had an issue, it can't be real or it must be my fault? I still remained calm despite the flawed business mindset, and brought up the fact that I called IMMEDIATELY after placing the online orders and spoke with one of her employees to confirm that all three orders were correct in her system. Her response this time was, "I spoke to everyone and no one remembers ever talking with you". Again, no accountability and basically calling a customer a "liar". No matter what I said or how many times I reviewed the timeline of events with her, she had flawed rebuttal and refused to correct this situation.
Could I have screwed up online when placing my initial order? Sure, but I called up immediately to confirm the three correct addresses (despite none of her employees being able to remember 2 weeks later). As a Customer Service rep, I deal with similar situations everyday. I always try to make sure to give my clients as a good of an experience as possible so they'll continue to use my company's products and services. Even in situations where I have an upset customer and I know it's their fault something went wrong, I still do whatever I can to make the customer walk away smiling. I may not give a full refund, but I will try to find a healthy solution that the customer can live with. Mindy was unwilling to even try. While I truly believe 100% of the burden should fall on her shoulders, since I confirmed with her team multiple times, I would've been open to some type of compromise. I now have an upset client and Mindy couldn't care less that she...
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