Complaining To A Store's Website, Does It Actually Help ?

I personally think that companies only have their customer support features for answering doubts and posible solutions to certain problems, other than that, they're just useless when it comes to returning merchandise and refunds.

 

It is when those complaints come from several outputs (recurring clients, specially). An isolated case probably they don't bother much if is over a minor thing, like a shipment delay or something like that. But for a security issue or scams victims you can bet they will move their asses as soon as possible before the bad reputation spreads widly across internet.

 

I both praise and complain when either is due. I'm considering emailing Pizza Hut regarding my last visit, because the service was not good (disorganized) and to give them my thoughts on their new menu.

Sometimes you get an apology, a thank you for your feedback or a small gift. I complained about a self-checkout that broke down and we weren't credited with our loyalty points as we scanned a coupon. The store apologized and gave us an additional 500 points for the inconvenience. That made my dad happier.

 

Whether it is a real store or online store, when there is a complaint then you should complain. When you get a response then that means the store, particularly an online store, is worth your salt. And when there is no action on your complaint then that means the store doesn't care for their customers and you can post your complaint in social media as the venue (since the store did not respond). As a consumer, we have the right to complain.

 

I think every customer is totally within their rights to complain to a store whether it's online or offline. On the whole, I've always had my complaints addressed by both. I've heard a few horror stories in relation to online stores which simply don't bother to communicate, but I've been very lucky with my online stores. None of them really give me any reason to complain. But the very few times I have complained, it's been a very smooth experience and I had my concerns adequately addressed.
I think every customer is totally within their rights to complain to a store whether it's online or offline. On the whole, I've always had my complaints addressed by both. I've heard a few horror stories in relation to online stores which simply don't bother to communicate, but I've been very lucky with my online stores. None of them really give me any reason to complain. But the very few times I have complained, it's been a very smooth experience and I had my concerns adequately addressed.

 

You're right, some when dealing with complaints, some stores care and they apologize for any inconvenience, listen to your feedback and try to learn from it (if there is in-fact knowledge to be gleaned from a certain complaint). They try to make things better.

I've complained about customer service performance, or store function. Businesses that actually want their company to have a good relationship with the customer will get back to you and communicate with you in a positive manner.

I've also left feedback when I was really pleased with service. Much more pleasant to give that kind of report than having to complain, but sometimes a complaint is a necessary tool that one has to use.

 

I don't usually bother going to a company's website. I will, however, complain or praise them via social media. Which social media site I use depends on where I am and what method I have of connecting to the internet. I will sometimes post something quick on Twitter via my phone, or if I'm home and near the office, I might get on Facebook and post my feedback. I've had decent responses on both, but my recent post about UPS went unanswered. I might have to take that to Facebook. I've also communicated via Instagram with a few companies.

 

I am the type of person that will tell anyone who will listen. That goes for both bad and good experiences. If I like a store (or restaurant etc.), and I have a great experience, I'll let everyone know. I like to share good deals with others. On the other hand, if I have a terrible experience, I will make sure to warn other people as well.

I am not a big fan of social media, but yes, @Corzhens, you are right. That is a great resource for telling it like it is. These companies can't hide the complaints so easily any more. The BBB doesn't really seem to do much, but social media exposure can get the point across.

There are also lots of consumer sites where you can list complaints (or praises), and you can also leave a Google review (which will probably get a good deal of exposure).

 

@Zyni, the public is now empowered by the social media. As long as your complaint against a store is legitimate, you can always post it in social media to at least create awareness especially when the store has clearly shortchanged the buyer. And you are right in getting the point across especially when the post gets viral. However, you have to be discerning because posting a false complaint can land you in trouble.

 

I have never done this before. That's probably because I have never bought anything tangible online. What I have bought online are virtual products. For such products, we have forums to forward our complaints. I think this is more effective than complaining to the store's website. When you present your case in an open forum, the company in question is obliged to give an answer. If the forum you are on has a very big and vocal community, so much the better.

 

I don't like Walgreens either, and the staff don't seem to care very much. I would complain via social media and via the contact form online. I find the points system to be a bit of a rip off there too.

Often at store level things 'can't be done' as they need authorization, and at least at head office they can be done much quicker. They just don't like bad publicity and name the branch too. The least they can do is give you points equivalent to the $10 as a gesture of goodwill and the missing points.

 

Sometimes complaining in Botswana doesn't get you anywhere, because people never seem to deviate away from set rules and regulations. People aren't encouraged to think creatively, outside the box. I'll sometimes try to escalate my complaint to the highest raking person in the establishment, but if I'm not given access to them, there's other means )

Thank God for advances in technology and social media platforms. We have this Facebook page called 'name and shame' and if I feel an injustice, I take to it with gusto. Many people do the same and because it's such a popular page, no service provider wants to be seen on it for all the wrong reasons

 

Well, this is a really good question. I think we should always put in the effort to get a fair treatment, so if something unfair happened in a store we should go for it an complain. Sure, it's something that it's hard work and many times we don't even get an answer, but we should do it and eventually put in on Facebook too, the more we complain, the more likely we are to get things working properly.

 

I don't deal with Walgreens much. I'm not sure what that is, because there's one just next to my Kroger. I did get a flu shot there a few years back and they were great, very nice and accommodating. I do think their prices are somewhat higher, but then again, so are CVS's. I think perhaps that's why I don't go much, I have learned to avoid all manner of 'drug' stores over the years, due to the high prices.

I agree, social media does put the ball in the customers' court and somewhat level the playing field so that we now have a voice and can get the word out about any mistreatment. It doesn't seem to work for cable providers, unfortunately, otherwise I'd probably have free service for life.

 

I too will praise if it is legitimate, and complain if I have a particular problem. In most cases, I have been compensated fairly by a company. One time I complained to Terrachips, because my chips were soggy and mushy and not crisp when I opened the bag. They gave me several coupons for replacement products. Some stores are more than fair, one time in a restaurant,(Mimi's Cafe} new one...the manager asked how my food was, I said that the bread on the club wasn't toasted, but it was no big deal...and they gave me a gift certificate for 30 dollars!

 

Okay, Pizza Hut responded very quickly and are posting me a gift certificate. It's a gesture, and while some people don't get them, it's because my reasons were valid. How can a restaurant have no clean salad bowls on a Saturday night when there are only 4 tables with people? As I said to them, imagine the chaos if the place was actually full.

I don't know how much it will be, but at least I have said my peace. Regardless, it won't be a place I will go to unless there is no other choice.

 

As someone who has worked on the retail end, I would honestly say that it depends. Yes, people do read these, but sometimes the complaints we get are things that the store simply can't do anything about. When the store was being remodeled, we had a lot of complaints from customers that things had moved and they couldn't find anything. The employees had the same problem, and there wasn't much we could do about it. I was amazed that the store stayed open because of all the work that was done over those months (and this was a company-wide remodel, so nothing was really wrong with the store). Often serious complaints, like ice in the parking lot, are handled as best we can. We try our best, but no one has a magic wand. If there is a complaint about a specific employee or specific employee behavior, it usually gets passed down pretty quickly, as do compliments (and please send those in- we love those, and they make me want to work harder overall). Usually the complaints on the website are read by someone at corporate, so it might take a day to a week or so for the message to get to the individual store.