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I don't know what might have been happening when Dstarz called last June, but this isn't typical of how we handle customers. Back then mailorder calls were being taken in our store, so maybe the person handling the call was trying to take care of other customers at the same time. It still shouldn't have happened. To avoid those kinds of things happening in the future, we have since directed all mailorder calls into our office. That way we can concentrate on helping the customer on the phone. We really do try to provide excellent customer service. That time we failed.
dstartz Deep South Texas, TX (Zone 9a) (9 reviews) June 10, 2005
I just spent an hour dialing and waiting on multiple phone calls to/from Marshall Grain trying to order a Tula hat ($19.95 + S&H). I was put on hold and forgotten, told they had none in stock even though the website would allow me to order one, had the shipping costs jacked up half again as much as online and the whole time their attitude was one of indifference or just plain annoyance. (When I asked if he was on a corded phone before I gave my credit card info the man acted as if my concern was unwarranted, but would humor me.)
At the end of the phone there was no 'Thank you', 'Have a good day', etc, just "We'll try to get out today.". Click.