Positive Customer Service Experiences

jerjergege on 11/05/2018 - 12:46
Last edited 11/05/2018 - 13:40 by 1 other user

With all the posts that people make about their negative customer service experiences, you hardly ever see positive ones.

So post your story here.

For myself, I bought Phase 1 & 2 Marvel Cinematic Universe Blu-ray Box Sets from JB Hi-Fi at $109 each.

A couple of days later, they all go on sale 20% Off (Current sale as of this post) for $87.20 each.

I originally bought these online because my local store didn't have any stock.

I went into my local store to see what else I wanted from the sale. The girl working close by heard me talking to the gf basically saying I literally bought the marvel box sets a couple of days ago and was bummed, can't really do anything now.

She let me know that you could bring it into the store with receipt and they can refund me the difference, as long as the sale is on, up to 90 days if it's un-opened, but if it's within a week it's up to their manager.

She said they couldn't do anything about online orders though, however she got me the email for online customer service.

(After that I did my own research JB Hi-Fi's policy is lax compared to a lot of other stores.
I sent them an email yesterday, I got the refunded the difference today!

Thanks JB Hi-Fi!

General Discussion JB Hi Fi Returns

Comments

  • BertieBrown on 11/05/2018 - 14:14
    +7

    Bunnings are pretty much always willing to be reasonable with returns, genuine returns that is. I've never really had a bad experience with Bunnings before, always been super helpful and friendly. There are people that try and take advantage though (that applies everywhere I know), which is frustrating. I remember once watching (as I waited to be served at the returns counter) some folks trying to return a vacuum cleaner to Bunnings, which was a brand that they didn't even sell. The staff member was trying to be as helpful as they could be, scanning the box (which of course didn't bring anything up), and saying that she didn't think that they didn't sell that brand in their store. The customers weren't having a go, fortunately, but they were pretty obviously trying it on.

    Some of the Bunnings staff can be hit and miss, but returns wise or issues with faulty gear and they're normally pretty good. The only real caveat I have is with their tool return policy, which I think they're getting much more persnickety about providing refunds/exchanges for tools if they're not Bunnings swap-over, and wanting to send them away, which is fair enough, if they can be fixed sure but if you're needing a tool you don't want to be without it for weeks on end waiting for a repair.

    Other good experiences was with JB HiFi who I've found to be fairly consistently good with returns.

    • EmCKay on 11/05/2018 - 20:48
      +6

      We really appreciate customers like yourself at Bunnings. Thank you (returns desk team member)

    • [Deactivated] on 12/05/2018 - 09:08
      +2

      We had a water fountain in our Bunnings trolley - was $whatever marked down to $150. A manager came up to us and marked it down to $80 while it was in our trolley. When we got home one piece was broken, so we got a further $30 refund, and I fixed it so it looks as good as new :)

  • outlander on 11/05/2018 - 14:15

    I can vouch for Bob Jane. Both times I've gone to a branch they've been very friendly and helpful. By contrast the other players are a bit low class
    (thats for the Moorabbin and Preston branches)

  • [Deactivated] on 11/05/2018 - 15:25

    Kogan were helpful when my LG G4 shat itself. Were very swift with providing me a brand new one. Positive experience overall

  • GG57 on 11/05/2018 - 15:48
    +1

    Our local IGA supermarket has very good customer service, but most likely as it is in a small community and the staff are mostly locals as well.

    In regard to returns etc., KitchenAid were pretty good. They kept sending replacement toasters to address a complaint I had about its performance. The instruction was to dispose of the existing, as they couriered a replacement. We ended up with three toasters (but the performance is still sub-par), although they also offered to refund.

    And never had a problem at Bunnings in returning anything.

    In general, I find that the majority of staff in businesses are good at customer service. Just not as good as some other countries where they tend to excel (NZ comes to mind).

  • dane45 on 11/05/2018 - 16:01

    Recently got two meal deliveries from We Feed You and Youfoodz (decided to try them both out).

    Both times, the box was dropped at my front door and both times it was stolen by one of my neighbours :(

    The customer service reps for both were very sympathetic and agreed to re-send the packages free of charge.

    • knobbs on 11/05/2018 - 17:06

      Dam those neighbours are worse than mine!

  • cloudy on 11/05/2018 - 16:38

    I think op can classify that as exceptional customer service. Something I dont think I’ve had in a while. But I’ve had plenty of pleasant experiences, at woolies, reject shop, train station, Myer.

  • try2bhelpful on 11/05/2018 - 16:41

    Generally have had no problems with returning stuff to JB and Bunnings provided I have the receipt and the packaging is intact.
    Generally I can get the salespeople at Myers and DJs to price match other stores, if they have stock, even got a price match for an online only store.
    Myers had a sale on small appliances so I bought a fan. The guy was having trouble with getting the system to accept it so he put it in manually; turns out the reason was that the fan wasn't part of the discount sale but he decided to give me the discount anyway. I felt like an idiot but I was very grateful.

  • R-Man on 11/05/2018 - 16:41
    +6

    Virgin Airlines Melbourne check in staff

    We were travelling under urgent circumstances but we never told anyone at the airport this. First to Sydney on Virgin, then connecting with a Thai airways flight (completely separate tickets, hoping for enough time in between).

    Virgin airlines staff member voluntarily offered to check our baggage through to final destination even though it's not standard procedure (no partnership between Virgin/Thai). This meant we took the convenient Virgin airside shuttle bus and relaxed at SYD. HUGE impact on the 15 hour journey ahead and I will probably always have a positive view of Virgin Airlines from now on.

    We never told her we were travelling in urgent circumstances - so she did not do this out of compassion or anything like that. To her we were just ordinary customers. She just did it to provide bloody good customer service as her standard!

    • try2bhelpful on 11/05/2018 - 16:49
      +1

      We had a similar experience with Virgin London to the USA. We were flying from London to LA then picking up a local flight, booked separately, from LA to Tamp Bay, Florida on Delta Airlines. The check in lady booked our bags all the way from London through to Tampa Bay. We just picked up the bag, went through customs, then dropped the bag off on the way to the gate. The best part it saved us $US25 each on baggage booking fees with Delta. (We did wonder if the bags were going to make it, because we didn't pay the fee, but it was all good)

      • R-Man on 11/05/2018 - 17:49
        +1

        Awesome! Strange you had to fly across the Atlantic + the entire US to Los Angeles and then back to Florida haha! Isn't that an extra 11 hours of flying?

        • try2bhelpful on 12/05/2018 - 09:41
          +1

          Our Round the world ticket with sideline to visit other half”s boss in Tampa - we then went on to New Orleans and back to LA. OHs company picked up all US travel air fares. The landfall for round the world had to be LA. Got the cheap business class round the world fare from Virgin.

        • R-Man on 12/05/2018 - 13:29

          @try2bhelpful: hahaha sweet, love it!

        • try2bhelpful on 12/05/2018 - 14:17

          @R-Man: It was a win/win in total. Business class round the world fares with Virgin were $3400 each for Melbourne / Hong Kong / London / LA / Melbourne, it would've cost his company a lot more money to get him over there otherwise and we got a couple of days in New Orleans, which is always a good time.

  • [Deactivated] on 11/05/2018 - 20:48

    In September last year i brought a Samsung A5 through Optus and had problems in January. No matter how i tried to charge it (usimg provided charger cable) it would keep sending a message saying moisture content detected and not charge at all.
    I went to Optus they sent it away for repair. Three weeks had passed still no pbone rang optus to no avail and so in frustration rang Samsung to find out what was happening. They said they had the phone but it was faulty and no longer usable. The port where the cable plugged in was faulty and not able to detect the charger being connected.
    They said they could arrange for me to pick up a replacement at a samsung dealer so i did that.
    Another phone but same problem as first in less than 3 months from when i got it.
    I took it back about a month ago to the dealer and the service attendant explained the problem and they apologised. As annoyed as i was i dont depend on this particular phone for day to day use but they offered to replace it again but said this time the one they would send would come from head office could i wait a few weeks. On Tuesday i get a phonecall explaining they are sending a new phone would i like an S8 instead with a 2 year extended warranty free of charge. Pretty happy Jan.

  • afoveht on 11/05/2018 - 21:18
    +3

    First choice liquor.

    Delivery failed through no fault of their own, they fixed it up immediately and offered a $10 voucher for the trouble.

    Made an order and forgot to apply an expiring discount coupon, called them next day after the goods were already dispatched and coupon expired, they accepted with no questions and credited the difference to my cc.

    Now I'm a loyal customer.

  • [Deactivated] on 12/05/2018 - 01:44
    +1

    Amazon aust

  • boccos on 12/05/2018 - 07:53
    -7

    Bad service from EPharmacy/Chemist Warehouse. Bought the wrong vitamins for the wife but was not allowed to return them due to their Policy. Yet Coles and Woolworths will accept return for any item pretty much.

    • jacross on 12/05/2018 - 08:24
      +3

      Please read the thread subject prior to commenting.

    • try2bhelpful on 12/05/2018 - 09:54
      +1

      So you have come to a positive experience thread to complain about a non returns policy for changing your mind? I don’t call what happened to you bad customer service, particularly when you look at the history of product tampering that has occurred in the past that lead to people being poisoned. This would be a good way for this to be done. So how much stuff do you return, given you know Coles and Woolworths return policies so well?

  • 87percent on 12/05/2018 - 09:47
    +1

    I gotta give a shoutout to Dell customer service. Bought a monitor and cancelled and returned it. Free return shipping, and you deal with 1 person, who actually emails you, the status updates

  • supercheapguy on 12/05/2018 - 10:23
    +1

    I like to talk about my refund experience at target. I returned the digital weight scales because of different readings. The lady at the counter did not have interest about my reason for return. She did not even ask me. Just give me refund straight away. Thats the way I like it.

  • Melb69 on 12/05/2018 - 11:49

    Dealing with Aussie Broadband. So refreshing. Call waits Ive experienced 2-3mins. Aussie workers. Happy to work with you on issues. Very positive experience and there are a lot of good reviews on their CS elsewhere.

  • HeWhoKnows on 12/05/2018 - 15:57
    +3

    I find if your treat people with respect and politeness they will also treat you with respect and politeness (most of the time).

    • try2bhelpful on 13/05/2018 - 06:00

      Absolutely, people are much happier to help you if you treat them well and not only can clearly articulate the issue, in a calm manner, but can also clearly articulate a practical solution. Nowadays, with helpdesks, ranting is only likely to result in being hung up on.

  • Ozbargainite on 13/05/2018 - 00:09
    -2

    Ordered 25 Adidas caps from Rebel but when they arrived the order was 3 short. Phoned them up and explained and they sent me 3 more.

  • NobalaKoba on 16/05/2018 - 19:16
    +1

    Ordered some books from Book Depository, one of the books was a hardcover with a paper cover over it. The paper cover had a tear 1/3 of the way up, contacted customer service and sent a photo and they said there's no need to return it, they're sending a replacement for free and asked if a 20% refund for the trouble is acceptable.

  • Laziofogna on 17/05/2018 - 12:13
    +1

    I had a positive customer service experience at Chemist Warehouse. Nahh, just joking.

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