What Would You Do – A Customer Service Story

This is a follow-up post to my story about the fresh fish supplier in Toms River, NJ that I posted about on July 6th. If you haven't read it you might want to read it here first.

I was hoping I would have a good customer service story to tell you about the company. But, I don't. When I hadn't heard from them by the 8th, I resent my email. That usually works in case someone isn't paying attention or it just slipped their minds. But, nada, nothing, not a word.

Not very good service but let's assume the boss is on vacation this week and nobody knows how to respond. I'm hoping to hear from them sometime early next week which is when I'll check back in with them. They have lots of good testimonials on their website so I'm thinking it must be some kind of oversight not to at least drop me a note.

We've always communicated by email before so it can't be they prefer another method.

Why do you think I haven't heard from them?

What would you do if you were them?

5 thoughts on “What Would You Do – A Customer Service Story”

  1. This sort of situation is already really interesting to me. On one hand, maybe the company doesn’t check their email. Things fall through the cracks, of course. On the other hand, what is *more* important than making sure your customers know that they can communicate with you? Sure, lots of companies are able to do business without keeping an eye on this particular element, but there is NO DOUBT that ANY company does BETTER business when they DO. So it always boggles my mind when they let it go. Doesn’t make me want to do business with them, either!
    Man, I hope you hear from them. That post about the original quality of their fish (the good ones they sent, not the bad ones) made me crave yellowfin. Yum!

  2. It is amazing that with the way the economy is currently, that good customer service is not paramount to merchants.
    Once you have a customer, you need to make sure that they know you value their business. A happy and content consumer is a great advertising tool!
    This company sounds like it is lacking good sense, or at least common sense in not responding in anyway. What jerks….perhaps if they wound up with a dead fish on their door step they’d get the message!
    Let me know what happens!

  3. Becky Zastawa

    Well, Bob, I think a call to the owner is the next step. The person who filled your order may be the person who also handles complaints.
    Perhaps the owner is unaware of your problem.
    I’d give him the benefit of letting him know
    what happened, how you were surprised at the
    less than satisfactory fish and see if he offers to make things “right”. If he makes
    an effort to keep you as a customer, then this is a company to keep doing business with–mistakes do happen in any business. However, if he seems uninterested in your disappointment in his product, cut bait and get your tuna elsewhere.

  4. Bob, some months ago I needed new toner for my fax machine. I found a site that said they had it, but their search was, well, broken. I emailed them describing the toner I needed and asking if they had it.
    I never heard back from them. I raised my hand, said, “I need something and I have money to spend to get it.” They didn’t care.
    I bought the toner elsewhere.

  5. Hi Jodi – Isn’t it amazing how people will spend time and money finding customers and potential customers only to have their service process fall apart?
    The story above does not have an ending yet. I can tell you that the seafood company has never responded so far.

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