Monday, December 05, 2005
5 December 2005
Why Levis Sucks:
I ordered a great pair of Levis jeans on sale from the levis store on sale on November 15, 2005.
According to the website, the jeans were delivered on November 22. However, I never received the jeans. I placed a call to levis on November 30th, and was told that according to the "carrier" that the jeans had been delivered. WEll guess what, I still had not seen any levis jeans. According to the (not) very helpful person on the other end of the line, Levis would place a carrier claim to try and find my jeans. If they were not found in a few days, another pair would be sent to me, and my account would be credited for the shipping. Well, today is the 5th of December, 3 weeks after my order was placed, and I have neither received my jeans, nor heard anything from Levis, oh, but don't worry, my credit card sure has been charged. So, I placed a call to levis today and first spoke to Leslie, who informed me that the person I spoke to last time misinformed me. In fact, I would not be shipped another pair of jeans unless I re ordered them. Hmm. Also, Leslie told me that she would place a "rapid" carrier claim to try and track down my jeans with the carrier and once that was resolved my account should be credited. Even though the carrier says they delivered the jeans, and I never got them. She could not re-send a pair of jeans, nor could she credit my account. I hung up and called back. This time I spoke to Amanda who told me pretty much the same thing, but I was finally able to get her supervisor on the line, probably some kid who barley finished high school. Levis does not give their customer service employees the tools they need to develop good relationships with their customers, and I personally hope they go bankrupt because of that. The most important voice in all of business is the voice of the consumer. Here is my voice assholes. Finally I got to seak to the supervisor after being on hold again. The "supervisor" wasn't very super, and didn't offer much advice. He told me the same thing that everyone else did, that they had to wait for the carrier claim which could take ten days. He did finally offer to credit my card for the shipping cost, thanks James or whatever your name was. I explained to this supervisor that I also work in the customer service industry, and that I am a business student at a top school, and that this is bad business, and that neither in my educational or professional experience, would this kind of customer service be tolerated. I also explained to him that I would never again be purchasing Jeans from Levis. I also told him that one of my friends had experienced shipping problems of a different nature with a purchase from the Levis store online, and that the customer service he received was only slightly better than mine. Apparently Levis doesn't care much about customer relationships, and that's a shame because they just lost a customer for life. Interesting how Empathy and Integrity are two of their core values on levistrauss.com I'm calling bullshit on that. It doesn't matter how good your product is, or how cool your marketing if if your customer service sucks, no one is going to want to do business with you. And, maybe Levi's is too big to worry about one little customer who spent $37 on some jeans, but what if that customer wants his jeans and wants to wear them and will buy 75 more pairs of jeans over the course of his life? What if that customer has friends who might, or might NOT buy levis, what if that customer has a website that 2 other people read and might realize what a crap company levis is?
Anyone seen the new Wrangler styles lately? I hear they've got apretty kickass spokesperson.
Why Levis Sucks:
I ordered a great pair of Levis jeans on sale from the levis store on sale on November 15, 2005.
According to the website, the jeans were delivered on November 22. However, I never received the jeans. I placed a call to levis on November 30th, and was told that according to the "carrier" that the jeans had been delivered. WEll guess what, I still had not seen any levis jeans. According to the (not) very helpful person on the other end of the line, Levis would place a carrier claim to try and find my jeans. If they were not found in a few days, another pair would be sent to me, and my account would be credited for the shipping. Well, today is the 5th of December, 3 weeks after my order was placed, and I have neither received my jeans, nor heard anything from Levis, oh, but don't worry, my credit card sure has been charged. So, I placed a call to levis today and first spoke to Leslie, who informed me that the person I spoke to last time misinformed me. In fact, I would not be shipped another pair of jeans unless I re ordered them. Hmm. Also, Leslie told me that she would place a "rapid" carrier claim to try and track down my jeans with the carrier and once that was resolved my account should be credited. Even though the carrier says they delivered the jeans, and I never got them. She could not re-send a pair of jeans, nor could she credit my account. I hung up and called back. This time I spoke to Amanda who told me pretty much the same thing, but I was finally able to get her supervisor on the line, probably some kid who barley finished high school. Levis does not give their customer service employees the tools they need to develop good relationships with their customers, and I personally hope they go bankrupt because of that. The most important voice in all of business is the voice of the consumer. Here is my voice assholes. Finally I got to seak to the supervisor after being on hold again. The "supervisor" wasn't very super, and didn't offer much advice. He told me the same thing that everyone else did, that they had to wait for the carrier claim which could take ten days. He did finally offer to credit my card for the shipping cost, thanks James or whatever your name was. I explained to this supervisor that I also work in the customer service industry, and that I am a business student at a top school, and that this is bad business, and that neither in my educational or professional experience, would this kind of customer service be tolerated. I also explained to him that I would never again be purchasing Jeans from Levis. I also told him that one of my friends had experienced shipping problems of a different nature with a purchase from the Levis store online, and that the customer service he received was only slightly better than mine. Apparently Levis doesn't care much about customer relationships, and that's a shame because they just lost a customer for life. Interesting how Empathy and Integrity are two of their core values on levistrauss.com I'm calling bullshit on that. It doesn't matter how good your product is, or how cool your marketing if if your customer service sucks, no one is going to want to do business with you. And, maybe Levi's is too big to worry about one little customer who spent $37 on some jeans, but what if that customer wants his jeans and wants to wear them and will buy 75 more pairs of jeans over the course of his life? What if that customer has friends who might, or might NOT buy levis, what if that customer has a website that 2 other people read and might realize what a crap company levis is?
Anyone seen the new Wrangler styles lately? I hear they've got apretty kickass spokesperson.
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