Fish&Corgis
10/26/2008, 01:06 PM
Yesterday I drove over an hour to visit TFP. I have purchased everything for my tank and probably 80% of everything I have for my hobby at TFP. I worked with Cory with my purchase of my 175 Oceanic Bowfront, Sump, Pumps, Etc (Close to $3k total purchase) and was very pleased with all of my customer service and the assistance with my purchase.
However yesterday was the most disappointing trip I have ever had. The employee who was selected via the number system was very limited with their knowledge. I should probably have reserved my trip during the day on weekday where the service typically is more knowledgable.
I wanted to purchase a Lamarck's Angel, I have waiting for some time to have a fish in that was in good shape and had been at the store longer than 3 days. In the process of netting the fish, the gill spine was caught and the fish was extremely stressed out. The employee did tell me about this, which I give kudos to.
This is where it fell apart. I asked if it were possible to hold the fish for a couple of days, I could be back Monday, so it could recover from the stress. I was told that this is not store policy. I questioned that certainly in a situation like this that something could be done, the fish should be quarantined anyway before it could be sold. I was told it is not our policy to hold fish on the weekend. I had noticed that there were numerous hold tickets on tanks throughout the room, I was told that they were only for mail order only. I asked to see if there was a supervisor that I could talk to, the employee said yes.
I waited for the supervisor who was not briefed on the situation before he came to me. I explained the background and if there was any way they could make an exception to the policy under these circumstances. With his arms crossed I was given a single word answer "NO". No explanation, no I am sorry, just "NO". I am not making any disparity towards age, but the supervisor seemed to be either in High School or just out of High School and seemed to take delight in telling me No, and saying that he is the supervisor and that is just the way it is.
So I left, after driving over an hour, with my wife and kids, who were excited to get some new fish for the tank, without a single fish. This was the absolute worst customer service I have received in any retail establishment. If any employee of mine, let alone a supervisor, had provided that customer service to one of my clients like that, I would have terminated him on the spot. It is irresponsible for someone in that position to not be willing to attempt to make the situation right or give the customer a suitable explanation why they could not make it right. A simple hands crossed "NO" is miserable customer service.
Frankly at this point I no intent of stepping into that fish room again.
However yesterday was the most disappointing trip I have ever had. The employee who was selected via the number system was very limited with their knowledge. I should probably have reserved my trip during the day on weekday where the service typically is more knowledgable.
I wanted to purchase a Lamarck's Angel, I have waiting for some time to have a fish in that was in good shape and had been at the store longer than 3 days. In the process of netting the fish, the gill spine was caught and the fish was extremely stressed out. The employee did tell me about this, which I give kudos to.
This is where it fell apart. I asked if it were possible to hold the fish for a couple of days, I could be back Monday, so it could recover from the stress. I was told that this is not store policy. I questioned that certainly in a situation like this that something could be done, the fish should be quarantined anyway before it could be sold. I was told it is not our policy to hold fish on the weekend. I had noticed that there were numerous hold tickets on tanks throughout the room, I was told that they were only for mail order only. I asked to see if there was a supervisor that I could talk to, the employee said yes.
I waited for the supervisor who was not briefed on the situation before he came to me. I explained the background and if there was any way they could make an exception to the policy under these circumstances. With his arms crossed I was given a single word answer "NO". No explanation, no I am sorry, just "NO". I am not making any disparity towards age, but the supervisor seemed to be either in High School or just out of High School and seemed to take delight in telling me No, and saying that he is the supervisor and that is just the way it is.
So I left, after driving over an hour, with my wife and kids, who were excited to get some new fish for the tank, without a single fish. This was the absolute worst customer service I have received in any retail establishment. If any employee of mine, let alone a supervisor, had provided that customer service to one of my clients like that, I would have terminated him on the spot. It is irresponsible for someone in that position to not be willing to attempt to make the situation right or give the customer a suitable explanation why they could not make it right. A simple hands crossed "NO" is miserable customer service.
Frankly at this point I no intent of stepping into that fish room again.