There was a time when a complaint got a real apology, not a coupon.

Now it feels like they're just going through the motions. I'd trade all the loyalty points for one genuine conversation.

3 comments

3 Comments

mary_shah92mo ago

Find that managers often just have better scripts, not real conversations.

barbara_wright992mo ago

Have you tried asking for a manager or calling their main office number? I mean, the frontline staff usually just have a script, but if you get to someone with actual power to fix things, it's different. I've had to do that a few times when a company just sent a form letter. You have to be super clear that the coupon isn't solving the real problem. Idk, maybe it's just me, but forcing that human connection is the only thing that works now.

foster.mary1mo ago

forcing that human connection" is the part that gets me. My version of that is just talking in circles until the other person gives up from pure exhaustion. Last time I tried it, I think I accidentally agreed to a store credit for a place I'd never shop at again. So yeah, maybe my human connection needs a software update.