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A mixed bag of service
Service from your company is a mixed bag. Customer service reps are very pleasant to speak with but I never got a follow up email or phone call as promised. With my recent order I got an email with a Fedex tracking number. Fedex never received it as the product apparently shipped UPS. Tammy said she would speak to the warehouse shipping supervisor to check it out and that I would get an email reply. Approx 3 hours later and no email reply I called again and this time spoke with Tamara. Tamara said she would look into the matter and call me back in one hour.
Here, four days later, still no email and no phone message received. Yes, UPS did wind up delivering the package late in the day on the day I had called--- but how would Vanns know if they did not even bother to follow up or even know how it shipped? You people had no idea which transport company had the package.
I will no longer to business with your company even if the prices ARE GREAT and reps are very nice to speak to. POOR follow up= one less customer! Consider your website deleted from my bookmark.
Here, four days later, still no email and no phone message received. Yes, UPS did wind up delivering the package late in the day on the day I had called--- but how would Vanns know if they did not even bother to follow up or even know how it shipped? You people had no idea which transport company had the package.
I will no longer to business with your company even if the prices ARE GREAT and reps are very nice to speak to. POOR follow up= one less customer! Consider your website deleted from my bookmark.
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Inappropriate?Shortly after posting my concerns I did receive a phone call from the supervisor, Shannon, and she apologized for the entire incident. During my conversation with Shannon about my issue the rep I had spoken with, Tammy, was able to also deliver an apology to me as well.
Shannon assured me that customer service is important to Vanns and if I should consider Vanns for some future purchase that I can discuss some pricing or shipping arrangmens incentives for that purchase.
Thank you, Shannon, for the follow up and also for the offer.
I’m thankful
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Inappropriate?Leroy,
Thank you for sharing your experience with us, hard as it is to hear from a supervisor's perspective, we need to know how we are doing.
We at Vann's, strive for excellence in the customer service area, and as pointed out here, customer follow-up is a must, an area out team will be working on.
Shannon
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this solves the problem
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