I'm very disappointed!

E

exercise forever

Cathlete
Hey ladies,

I wanted to buy some of the vhs videos that are on clearance last night and I got very disappointed at the service I got. I usually over the years have ordered on-line but after having temporary problems with e-mail decided to call in my order. Well I first got hold of a lady and I have her all of my information and told her the tapes I wanted. Well she kept saying she couldn't find the names of the tapes and ask me did I have the name right. Well finally after telling her 10 times she finally found them. Thought I had it wrapped up when she said it was coming up someone elses name. She said her computer was messing up and could I call back in twenty minutes. Tic-toc,tic-toc. I called back and got a different person and she ask for all these numbers for me to place a order. I told her I didn't have to go through all of this thirty mins. ago. I just want to place my darn order!! She finally saw it my way and placed my order. So tonight I wanted to get a invoice number from my order in case something goes wrong. A guy tells me that he can't look up any orders already taken unless it is between 9 and 5. Geez!


Sorry to run off at the mouth like this, but I am highly disappointed! My SIL encountered the same thing when she wanted to order and DVD at Christmas. She asked for IMAX3 and they said they didn't have a IMAX3. So she ordered online and got what she needed.


Where should I put my complaint? I want to let someone up there to know that some of the workers need to be educated. I really hate to sound like this, and I probably not order over the phone again but the service needs alittle sharpening up!


Sorry I just had to vent and thanks to anyone who can lead me in the right direction of filing a complaint.




kim
 
I think when you call that phone number, you're just getting a hired answering service. This answering service takes orders too.

The best way to voice concerns or talk to customer service, is to email SNM.
[email protected]
 
but the answering service needs to well informed, cathe is paying them to do a job....thats ridiculous..........i have never had an issue here, BUT i always go the online route, but both routes should be painless
 
>but the answering service needs to well informed, cathe is
>paying them to do a job....thats ridiculous..........i have
>never had an issue here, BUT i always go the online route, but
>both routes should be painless

Yes, that's why she should email SNM. They might not see it here.
I had to email a couple times, and they always took care of it right away.
 
It says right there on their customer service link:

http://www.cathe.com/customer_service.htm



" Customer Service


The quickest and best way to reach us is always by e-mail. If you receive a defective video, have a question or need any kind of help...then just e-mail us at [email protected] and we will get right back to you . "


By calling, you're not reaching customer support..you're just calling an answering service.
 
We're sorry you had a problem, but the reason you're having a problem is your trying to use the order center for a customer service matter. We contract out our phone orders to an oustside service. They can only help you in very basic customer service mattters.There sole purpose is really just to take orders from people who don't have access to the internet. You should always email us at [email protected] for any customer service matters.
 
Actually, her first two phone calls WERE orders, and she still had problems. If the sole purpose of that service is only to help people without access to the internet, why is that number available online?
 
sorry you are having a hard time. maybe next time just order through the mail. i believe you can get the item number and title of dvd off the internet and they have an address you can mail the order to. i know there catalog won't be out until next year but you should get it and order from there when you can't order online. i never had a problem ordering from the catalog myself. i never ordered cathe from phone but other things i have, and its a pain in the arse thats why i just request a catalog as well as browse online.

kassia

When they discover the center of the universe, a lot of people will be
disappointed to discover they are not it -- Bernard Bailey
 
Just a note that I will make all of my orders online from now on! I had problems with computer last night and got impatient and wanted to hurry to order tapes. Well I should have waited and besides I will have to wait 7-10 business days to get my order back. And online I get it in 3-4 days. What's up with that? Any way, I am not trying to cause trouble or bad mouth anyone, I just thought my orders could have been handled in a more informed manner. I will always order cathes workouts, but just not on the phone. I will just send a email and voice my feelings. I guess I have done alot of that already!:p


I just want to call tomorrow and them give me my invoice number so I can have something incase there is a problem in the delivery.



kim
 
Wow, personally if you receive the same type of service or reply from the customer service deparment as you got from the SNM rep here, I would still be pretty aggravated.

If I were Cathe I would be concerned with regard to the professinalism of the outside contract organizations I was using because frankly they are creating an impression of her that isn't good.

Second, if that contract organization is telling customers that certain products are unavailable or that they should call back later to place an order, Cathe will ultimately lose business and customers.

Third, people in service (like the SNM rep who responded here) need to be focused on addressing service issues, fixing problems and making the whole Cathe experience a porsitive one. (perhaps by contacting you directly and asking how he/she might improve service issues or help you, not by telling you how your handled the situation improperly)

I am so sick of people in "customer service" who like to blame the customer.
 
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