Does anyone read the complaints about the online orders and the really bad customer service when they call 1 800 Go Beyond.
We are trying to build our Omni business and be competitive with the other guys. Reading about all of our failures makes me wonder.
Outsourcing our 800 number to people who don’t speak English was a bad idea, also having 45 minutes to 1 hour wait times is absurd. MT if you want to succeed this is where you make the changes.
10 replies (most recent on top)
To poster #9: Spoken like an out of touch DM. Sure, the stores should field all CS inquiries because the stores can answer questions like why hasn’t my order shipped yet, right? We also have every single item in the website available at the store level, right? And we have the expendable staff to be able to leave the floor for an hour or so to be on hold on the phone trying to get the same unsatisfactory answer from the same place the customers have already gotten unsatisfactory answers from. Let me ask you, do you wipe the boot clean before you lick it?
If you read the complaints it is all from bad online experiences. The stores take a brunt of these complaints because they out sourced to somewhere people don’t understand English.
Listen react get a solution. So easy just apply the right decision to help the customer.
just look at BBB facebook page customer service s—ed BEFORE they outsourced and BEFORE covid-19 even happened
Agree with the previous comment...until we update our technology and equipment we will never run with the big dogs!! Technology is everything these days and we’re stuck in the 1900’s!!!
Don’t worry, the customers are already calling the stores for resolutions to their online problems. And that’s the plan: make the stores deal with it. Out of sight, out of mind.
We HEAR and THEIR credit. I love how so many tell MT how to run a company but cannot master which form of a word to use.
Please see the writing on the wall! This company is SINKING FAST ! GET OUT NOW AND FIND SOMETHING NEW. MT has stated to the press 200 stores are going to close next year. There will be more to close after that. GOOD LUCK TO US ALL!!
Oh we here it from our customers big time. The call wait time. Where's my TBS order ??
We had a customer return an item to warehouse, not the store. They have been trying to get a hold of 1 800 go beyond for there Visa refund, which they finally did. Got a Case number and told them they would receive there credit back in 2-3 days. It's been three weeks...no refund, they called again, and tried to email...Nothing. They have been a long time customer, but not anymore. They are even calling the Better Business bureau.
They don’t have a chance against the big boys. Our equipment, technology and processes are way too old.
Never will be able to compete with Amazon.