{"id":13127,"date":"2018-08-24T09:09:00","date_gmt":"2018-08-24T09:09:00","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=13127"},"modified":"2025-02-19T07:14:20","modified_gmt":"2025-02-19T07:14:20","slug":"bad-customer-service-stories","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/bad-customer-service-stories\/","title":{"rendered":"5 Cringeworthy Customer Service Experiences (and How to Avoid Creating Them)"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\">We\u2019ve all been there.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">After making a purchase, you\u2019re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn\u2019t reached.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Inaction, rudeness and failure to take ownership of their mistakes \u2013 these are just some of the negative approaches to <\/span><span style=\"font-weight: 400;\">customer success<\/span><span style=\"font-weight: 400;\"> that have left a black mark on many organizations. It doesn\u2019t matter how much a business pulls in revenue-wise either; all companies are both equally susceptible to errors in judgment that leave a bad taste in consumers\u2019 mouths.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Below, we\u2019ve listed real-world examples of customer service gone horribly awry and offered up some universal lessons that can be gleaned from these stories. The underlying truth in all of them? Take your customer relationships seriously.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em><strong>\u201cNo amount of advertising can repair the damage done by failing to properly address a customer\u2019s concern.\u201d <\/strong><\/em><\/p>\n\n\n\n<p><em><strong>\u2014 Albert Schindler<\/strong><\/em><\/p>\n<\/blockquote>\n\n\n\n<p><span>Whether it\u2019s a lack of <\/span><a href=\"https:\/\/www.proprofschat.com\/blog\/how-to-increase-referrals-with-customer-communication\/\"><span>strong communication<\/span><\/a><span>, an insensitive tone, automated replies or just a knowledge gap between the customers and the reps who serve them, forging an authentic rapport with clients are where revenues are won and lost these days. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In our digital-first age, negative word-of-mouth travels faster than ever, so preventable public displays of ineptitude should be avoided at all costs.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Examples_of_Terrible_Customer_Service_Stories_That_Lead_to_Bad_Experience_and_How_to_Avoid_Replicating_Them\"><\/span><b>Examples of Terrible Customer Service Stories That Lead to Bad Experience and How to Avoid Replicating Them<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Ensure Your Customers a Delightful Support Experience\" width=\"1120\" height=\"630\" src=\"https:\/\/www.youtube.com\/embed\/VzycUl-IXZk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><span style=\"font-weight: 400;\">The best way to not make the same mistakes is to learn from those who make them. We understand that they may not be visible to all. But here\u2019s a list of terrible customer service stories that will help you know what shouldn\u2019t be done with your customers.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Walmarts_Price_Matching_Mistake\"><\/span><b>Walmart\u2019s Price Matching Mistake<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">We start things off with one of America\u2019s best-known corporations, Walmart. The retail giant found itself in hot water in 2014 after they <\/span><a href=\"https:\/\/www.businessinsider.in\/retail\/shopper-finds-a-ridiculous-loophole-in-wal-mart-price-matching\/articleshow\/38390178.cms\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">refused to match a lower price<\/span><\/a><span style=\"font-weight: 400;\"> listed on their own website for an item at one of their Atlanta locations.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Apparently, when a local father and his son went to the store to track down a Lego set, the staff told them that they didn\u2019t match their own online prices. &#8220;I had to buy it on Walmart.com and do the free pickup option in the store to get the lower price,&#8221; the father recalled. \u201cMy son and I stood there and watched as a different employee came a few minutes later, picked the item up off the shelf, and brought it back to the holding spot for pickup.&#8221;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The catch? The dad in question could only retrieve the item the following day, even though he was standing in the Walmart when he completed the transaction online. It\u2019s a lack of convenience that defies logical explanation.<\/span><\/p>\n\n\n\n<p><b>The lesson:<\/b><span style=\"font-weight: 400;\"> Always prioritize the <\/span><span style=\"font-weight: 400;\">needs of your customers<\/span><span style=\"font-weight: 400;\"> over the policies that have been drawn up in a boardroom somewhere. There are going to be exceptions to those rules and new loopholes that are found; it\u2019s how you deal with those scenarios and how you put the consumer\u2019s satisfaction first that will help you retain clients long-term.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Comcasts_Intentional_Name_Change_Blunder\"><\/span><b>Comcast\u2019s Intentional Name Change Blunder<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">In 2015, <\/span><a href=\"https:\/\/time.com\/3687438\/comcast-apologizes\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Comcast was forced to apologize<\/span><\/a><span style=\"font-weight: 400;\"> after a service rep changed a customer\u2019s first name from Ricardo to \u201cA**hole\u201d<\/span><span style=\"font-weight: 400;\"> when his wife refused to renew their contract. <\/span><span style=\"font-weight: 400;\">Seriously, it\u2019s one of the terrible customer service stories that did happened.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Despite giving the customer a two-year refund and publicly showing some remorse for the actions of its employees, the story still made waves and went viral. Many thought the case was emblematic of Comcast\u2019s reputation for consistently sinking to new customer service lows, even <\/span><a href=\"https:\/\/in.pcmag.com\/consumer-electronics\/111517\/comcast-is-americas-most-hated-company\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">being named the most hated company in America<\/span><\/a><span style=\"font-weight: 400;\"> in 2017.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In an industry where customer-facing staff members aren\u2019t done any favors with head-scratching policies and lots of bureaucratic red tape, that kind of insensitive behavior won\u2019t do your organization any favors.<\/span><\/p>\n\n\n\n<p><b>The lesson<\/b><span style=\"font-weight: 400;\">: <\/span><a href=\"https:\/\/www.proprofschat.com\/blog\/empathy-in-customer-service\/\"><span style=\"font-weight: 400;\">E<\/span><span style=\"font-weight: 400;\">mpathy for customers<\/span><\/a><span style=\"font-weight: 400;\"> is sadly not a given in the business world and, oftentimes, failure in this department stems from a lack of internal emphasis on that quality. Teach management to care about their employees and that sense of responsibility will be reflected by customer service staff when they deal with clients.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Walgreens_Customers_Health_Scare\"><\/span><b>Walgreens\u2019 Customer\u2019s Health Scare<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">A Walgreens customer had a very good reason to be miffed about her experience with the drugstore mainstay: She had suffered chest pains that were the result of <\/span><a href=\"https:\/\/www.businessinsider.com\/7-very-public-lessons-in-customer-service-2011-6?IR=T#walgreens-stopped-answering-this-woman-calls-after-incorrectly-filling-her-prescription-6\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">a store\u2019s pharmacist filling her prescription incorrectly<\/span><\/a><span style=\"font-weight: 400;\"> for almost a year.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">When she wanted to be compensated for time missed at her job as well as medical expenses, Walgreens referred her to a third-party company and then ghosted her altogether, refusing to respond to messages.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Eventually, when an apology was issued, it was the kind of vague lip service that only led to more bad press being sent the company\u2019s way. In the court of public opinion, that type of response doesn\u2019t stand up to scrutiny.<\/span><\/p>\n\n\n\n<p><b>The lesson<\/b><span style=\"font-weight: 400;\">: Don\u2019t just take responsibility for your actions but do so in a way that accurately reflects the severity of the situation. Mistakes happen and sometimes they\u2019re unavoidable; take the proper steps to show other customers that you\u2019re moving towards actionable change. It\u2019s always better than hiding behind insincere prepared statements,&nbsp;thus helping you create examples of good customer service stories.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Whirlpools_Embarrassing_Negligence\"><\/span><b>Whirlpool\u2019s Embarrassing Negligence<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">As described in the NYT column \u201cThe Haggler,\u201d a local woman encountered a <\/span><a href=\"https:\/\/www.nytimes.com\/2013\/03\/10\/your-money\/a-whirlpool-microwave-and-a-customer-service-problem.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">customer service nightmare<\/span><\/a><span style=\"font-weight: 400;\"> after purchasing a microwave oven for just over $216. It worked intermittently, requiring a company-approved service technician to visit her home five times, replacing certain parts more than once.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Whirlpool\u2019s customer service response? The opposite of what you would\u2019ve hoped.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Their team didn\u2019t help her get a new equipment. Instead, they wanted her to wait out her 1-year warranty and go through another technician before an exchange would be considered.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Even after the column\u2019s publication of the story gained traction, the company said they\u2019d only give her a refund if <\/span>she paid them<span style=\"font-weight: 400;\"> to dispose of the machine as well as sign confidentiality clause. Both decisions made me do a double take while reading the initial report and I\u2019m sure I\u2019m not the only one.<\/span><\/p>\n\n\n\n<p><b>The lesson<\/b><span style=\"font-weight: 400;\">: Don\u2019t compound an upsetting issue by insisting on confidentiality clauses and requesting additional fees. Even if your business doesn\u2019t make tons of money, the small monetary loss isn\u2019t worth the PR disaster that could ensue. Weigh the pros and cons of a firm, policy-based carefully.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Gasps_Pretty_Woman_Moment\"><\/span><b>Gasp\u2019s \u201cPretty Woman\u201d Moment<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Remember <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=VxcU4q6KLyA\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">that scene in \u201cPretty Woman\u201d<\/span><\/a><span style=\"font-weight: 400;\"> when the saleswomen in a posh Los Angeles department store talk down to Julia Roberts? Well, something similar happened in Australia back in 2011, when <\/span><a href=\"https:\/\/www.theage.com.au\/business\/small-business\/more-gasps-as-shop-service-spat-spreads-20110930-1l07x.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gasp employees were downright mean to a woman<\/span><\/a><span style=\"font-weight: 400;\"> who was shopping for bridesmaid dresses.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">During a follow-up email conversation with management, the company doubled down on defending this toxic behavior, stating that the customer should \u201cshop somewhere else\u201d because she wasn\u2019t \u201cfashion forward.\u201d<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It didn\u2019t stop there. The <\/span><a href=\"https:\/\/www.heraldsun.com.au\/entertainment\/celebrity\/customer-complaint-email-and-response-by-gasp-clothing-goes-viral\/news-story\/c3e75d5f26b297e92a31c52a615860fe\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">negative press coverage<\/span><\/a><span style=\"font-weight: 400;\"> that made its way into European and Western markets was described by the retailer\u2019s area manager called the viral exposure the \u201cbest thing that has happened to our business.\u201d Yikes.<\/span><\/p>\n\n\n\n<p><b>The lesson<\/b><span style=\"font-weight: 400;\">: Don\u2019t normalize rude, tone-deaf behavior of any kind. Once it becomes part of a company\u2019s fabric, that kind of reputation can be very difficult to shake, especially in the comments section of their social media accounts.&nbsp;Always take the high road. After all, you\u2019d rather like to be on the side that creates examples of good customer service stories, rather than terrible ones.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Set_Examples_of_Good_Customer_Service_Stories\"><\/span><b>Set Examples of Good Customer Service Stories<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">To really understand your customers\u2019 expectations, it is important to first see what the big names have done so far. By saying that, we basically want you to know what mistakes they\u2019ve done and learn what you shouldn\u2019t do to retain your customers. After all, you business is reliant on your customers and keeping them delighted is your number one priority.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s why we&#8217;ve compiled a list of examples of terrible mistakes that big names in the industry have committed so you could avoid making them again. Be the one who creates good examples and not the drastic ones.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Streamline_Your_Customer_Interactions_to_Build_A_Lasting_Relationship\"><\/span><strong>Streamline Your Customer Interactions to Build A Lasting Relationship<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">These examples of customer service gone wrong are all cringe worthy at best but, when it comes to your business, all these snafus can easily be avoided. By making customers the priority when they have issues with a product or service, you\u2019ll be promoting positive, productive discussion instead of a negative, toxic back-and-forth. Establishing your brand as a trustworthy entity that cares about their clients will go a long way to ensuring financial sustainability for years to come.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019ve all been there. After making a purchase, you\u2019re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn\u2019t reached. Inaction, rudeness and failure to take ownership of their mistakes \u2013 these are just some of the negative approaches to&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34561,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[223],"tags":[],"class_list":["post-13127","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Terrible Customer Service Experience Stories | Examples of Bad CS<\/title>\n<meta name=\"description\" content=\"There are terrible customer service stories you wouldn&#039;t want to recreate. We&#039;ve listed a few to help you avoid them. 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