I brought in 2 pictures for custom framing. The expected delievery was 2/19. On 2/25, I was in the area so went in and they weren't ready. The girl said something about framers being out and then they were out of the glass I was using. She offered to do them then which would have taken about 20 minutes. I had my 2 kids, we needed to get home etc so I said no. Today I called and asked if they were finished. The man checked and said YES. So I drove there and when I got there, he looked around and came back and said only one was done. They could do the other one in about 20 min. This time I said fine. I went across the street, came back and said I'd take the finished one to the car bc I figured they'd be heavy, it was raining etc. When I pick it up, it's so light and I realize there's no glass! Turns out NEITHER of the pictures were done. He said he could have it done in about 5 minutes. I wait again. When it comes out, there is some lint and a piece of hair in the glass. The manager is there now and says he can fix that too but I'm getting really really aggravated bc I needed to get back to work. I also think I should be offered a discount. What should have taken 5 minutes ended up taking 50 min. He did take the picture back and get the hair out and I said I would call him as I had to get back. Should I let it go or expect some compensation for the wasted time?
Just to respond to one post - I don't think it was a little of my time. It was an extra 45 minutes... And as a working mom, that's a lot! And I never said I DESERVE one versus it strikes me as something they should offer but if I was way out of line, I wouldn't even call the manager like I told him I would. It was a manager I was dealing with by the end and he was not very apologetic. More an attitude of - well, what do you want me to do about it?
ETA- I tried to call yesterday to speak nicely and ask the manager what he thought was fair - kind of turn it around. Their phone was busy for 2 hours!! This is a nice store - I didn't go cheap (I thought). I paid over $300 for 2 not so big prints. And part of my point is yes - if it only takes 20 min, why weren't they done this past week? I'm not even picking on the 19th date. Apparently they ran out of glass and a framer was out etc but they had the glass this past Saturday and I went in on Thursday (after calling to be sure). Don't they prioritize the framing at all and mine being due the 19th would have been done 12 days later? And how does a business have a busy signal for 2 hours!!! Obviously I won't be going back.
They absolutely owe you a discount! Businesses set the expectations, not the consumer. They told YOU when it would be ready, if they delay is on them, then the right move is to make it right by the customer. Simple business 101. I had a similar experience at Hobby Lobby with their framing dept.
I would explain my frustration and all the events you name above - and I would tell them in the future you will go elsewhere - they may or may not try to remedy it with a discount.
I would expect a discount. They were very unprofessionaly and should have offered a discount to keep your business. You could have been a referral to their company. You should have demanded a discount when you picked the pictures up. I would check to see if they are listed in the Better Business Bureau. You can make a complaint through them. I did with a moving company I used and they sent me a check for time wasted and damages. Good luck!!
Honestly in my opinion no one ever DESERVES a discount. Why do we in our society have this idea that everyone owes us something? Yes, it took longer than you wanted, but if you get the finished product than you should pay what that finished products costs. Would it be nice if they offered you one? Yes. Would offering you one be good customer service? Yes. But are you owed one just because they used up a little of your time? No.
No, what should have taken 5 minutes, ended up taking 2 WEEKS> yes, you deserve a heavy discount, you have had to drive out there twice, you've been lied to multiple times.... I would leave without the glass and go elsewhere. I don't think this is an entitlement issue to a discount that so many people ask for. This is you paying full price for a half-assed service.
Yes, I would ask for a discount on the framing and I would never use them again (but don't tell them that) explain calmly and pleasantly your experience and tell them exactly what you'd like. I'd say around 20% - 30% would be acceptable. Completely ludicrous.
I am shocked by the "nobody deserves a discount". So..if there's a bandaid, or hair in my hamburger I shouldn't get it replaced and get it taken off my bill? There's nothing wrong with a society where people apologize for screwing up. There is, however, something wrong with a society where people think that if you get a product it doesn't matter how messed up/defective/late it was, as long as you got it you should shut up and pay up. Incidentally, check out how well that's worked for the American Auto industry as a whole!
I would ask for a discount. Tell them the difficulty you've had. Yes, I think they should give you one.
You are not wrong for thinking some sort o compensation is in order.
They totally fumbled your order/job!
~I just wouldn't use them again and I would tell them so!
Being that they are now 2 weeks past the date when they said they would have the pictures framed, and you've been in multiple times with unsatisfactory results, I think you should let the manager know. I wouldn't go totally nuts about it, but just calmly explain the difficulties you've had, and end it with, "I wanted to make you aware of this so you're able to take action on it for all of your other customers." At that point, any decent manager would give you a discount without being asked. It's not cheap to frame pictures, and you could just as well have gone to Michael's (which is Aaron's sister store) for less money, in all likelihood. For the extra money, one would expect them to be very much on top of their projects and delivering them on time - and if not, a courtesy call to you would be in order letting you know why. If the manager doesn't seem suitably impressed by your troubles, you can always call the district manager just to let them know as well.
You should ask for a discount. Talk to a manager.
What I'm dying to know is... if it only takes "20 minutes", then why weren't they done on 2/19?
I probably would've been done after the first set of issues & went elsewhere. If they have any sense of customer service they should've given you a discount or a credit for future use.
I think you should be given something for the gas that it took to go back and forth how many times. Word of mouth is big advertising and they should want to keep you happy.
I'm in the same boat as you except with kohls and I am so irritated!! How is it that such a huge chain and screw up so big with my order! Long story short I placed a $800 order and only recived a small amount. Went back and forth and they tried saying everything was delivered and had the same tracking number.. UMM NO! I had proof that the shipping label from Kohls stated the box should weigh 25lbs but on the ups tracking it only weighed 10.7lbs, so where the heck is my almost 15 lbs of clothes?! Anyhow now I've been dealing with them all week to get my account credited almost $470, and trying to reorder my missing items only find out almost all of them are sold out. I leave for Mexico in 2 weeks and am scrambling to finish my shopping. Frustrated to say the least. They did upgrade my s/h for the items I was able to reorder to priority.
Yes, you should get a discount. If I were you, I would calmly tell the manager how many times you have tried to get your work order done correctly. Tell him that you are not happy with the service you received and that you are going to complain to the corporate office. At that point, he may offer you a discount. I wouldn't push the issue though. You never know if they are on the verge of bankruptcy and no one cares what happens to the company's reputation.
Also, if the pictures are not framed by the time you call him, just tell him to forget the whole thing and give you your pictures back unframed. They do not deserve your business.
There are two things kicking here, lack of work ethic and entitlement. Neither are pretty in my opinion.
I would not expect a discount because eventually you got the product you paid for. To expect that is entitlement. What you do is never use their store again, find one that has a good work ethic because clearly that one has none from the top down.
A good business with a good work ethic will offer a discount because their customer satisfaction means something to them and things like this rarely happen. If you want that type of business do your research. Not saying this about the OP because I have no idea why she picked this place but a lot of people go with the cheapest, well they are the cheapest for a good reason, they stink and will not follow up with customer service. You get what you paid for, ya know?
Go in without expectations and with the sweetest, most polite disposition you can manage. Make sure that the job the manager does is actually finally a job done correctly. Smile and be the nicest customer they've had in months. Then in the nicest way you can manage in the nicest words possible explain the situation without sounding like you're accusing anyone specifically. Start from the beginning though, and yes, tell the manager how disappointed you've been.
A good manager will offer you compensation. He'll be able to read between the lines and want to rectify the issues caused by his employees. If not, then you need to make sure that you tell him that he's lost your business and you'll be sharing your experience with everyone you know. Politely, of course. :-)
