Hi Xxxxxx,
I was just in your restaurant at 2006 Lexington St. and the service was to say the least lack lustre. We had a party of 8 for a birthday celebratory lunch. Here are some items of concern:
1). The restaurant was very empty but the service level was not there as it took a while for our orders to be taken and yet another while for the orders to arrive. One of my friends mentioned later that her entree was not hot enough.
2). We only received one helping of bread and was never asked if we needed any more which would have been welcome since our wait for the meal was so long.
3). The waiter never asked if everything was O.K. after bring the meal or if we needed anything additional.
4). One of my friends ordered the crab cakes thinking it was a meal, but it turned out to just be one cake. I think the waiter should have mentioned that this was the case seeing that everyone else was ordering full lunches
5). At the end, one of my party even got up and re-filled the glass of one of our friends as it was empty. Another friend also wanted a refill on his ice tea, but no one was available.
6). I had the French fries and it was just not good; the fries were overcooked and were just too thin.
I think I saw only one other table that was there and then they left and one other arrived and sat in our area. I think there may have been one or two other occupied tables in the entire place.
Oh and the bill had 18% forced gratuity on it as well. We would have welcomed the opportunity to tip for the service level received, but that was not an option.
Just thought you should know how I felt about the level of service we received.
Tuesday, August 4, 2009
Wednesday, July 15, 2009
Houston, TX: Randalls Grocery Store - Initial Response
I got this response from Randalls:
Re: Safeway Customer Comment [#XXXXXXX]
| From: | |
| Sent: | Wed 7/15/09 3:38 AM |
| To: |
Dear Mr. XXXXXXXX:
Thank you for your recent correspondence regarding the unpleasant experience you had at your local Randalls store.
You expressed your concern regarding the use of your credit card at the store as well as the fees for the use of ATM. We are sorry to hear that we are not meeting your expectations. Communication with our customers like you enables our continued improvement.
You also commented on the quality of the paper bags at the store. Thank you for taking the time to bring this matter to our attention. We regret the inconvenience this may have caused. We appreciate hearing feedback on all of these subjects, and will use this information in our efforts to improve operations.
You further expressed your concern regarding the quality of customer service provided by our associates at the checkstand including the bagger. We sincerely apologize for the inconvenience you have experienced. It is not our intention to upset our valued customers, but to provide them with excellent customer service.
Your comments are important to us and have been forwarded to the Accounting and the Retail Operations Department as well as the Store Manager for further review. We appreciate your patience in this matter.
If you would like to discuss this further, please reply to this email or call our toll free number at 1-877-723-3929 and reference contact I.D. XXXXXXXX. One of our associates will be happy to assist you.
We appreciate your business and look forward to seeing you soon. Thank you for shopping at Randalls.
Sincerely,
XXXXXXX XXXXX
Customer Service Center
Monday, July 13, 2009
Houston, TX: Randalls Grocery Store autoresponse
Here is the auto response from Randalls. I don't know why they think I need a link to their specials? Let's see what gives with their response.
Re: Safeway Customer Comment [#2534097]
| From: | |
| Sent: | Mon 7/13/09 10:30 PM |
| To: |
Thank you. We have received your email submitted through www.Safeway.com and we appreciate your comments. Our staff is available to respond via email, 7AM to 10PM (MST) Monday through Friday. We will research and reply as quickly as possible.
You can now view our weekly advertised specials online! Simply click on the following link and enter your Zip code:
http://www.safeway.com/weeklyspecials
Thank you again for writing. It is always a pleasure to serve you at Safeway.
Customer Service Safeway Inc.
Houston, TX: Randalls Grocery Store - 2nd incident
Here is my note to Randalls after their bagger pissed me off today when I asked for double paper bags. I use double paper bags as I walk home from the grocery store and the bags hold the grocery better and I prefer paper over plastic.
Today, I went to your store in my neighborhood and a bagger gave me a lecture on recycling and proceed to pack all my items in one double paper bag.
He then put the bread in a plastic bag. I don't need to be lectured by your staff about recycling. I pay your store for groceries and expect to get the bags I need to take my grocery home. So I had to walk home with a very heavy bag walking carefully just in case the bags decide to tear. I'll have you know the paper handles have busted before on my way home.
This is really ridiculous and I don't expect to be treated this way when I patronize your store. If this continues, I will go to the Kroger which is just as convenient as the Randalls. I don't think it is too much to get the bags I require when I patronize your store. Already my groceries are more and more expensive each week. The least your store can do is to give me the type of bags I require when I visit your store.
I appreciate your looking into this matter and making the appropriate changes. The courtesy of an e-mail response is requested.
Monday, July 6, 2009
Houston, TX: Randalls Grocery Store
I went to the neighborhood Randalls today and here are two things that ticked me off:
1). I can no longer use my bank card for cash transactions at your counter. I am told to use the ATM for cash then come back to the counter. Using this ATM cost me money so this is not a good thing. Why was this instituted and when will it be changed? The store manager was no where to be found so I could make a complaint.
2). Last week I shopped as usual and requested double paper bags as usual. The cashier advised that my bags cannot be doubled. He then proceeded to make it difficult for me to complete my transaction by mouthing off about not being allowed to double bag. I then told him that I'm not allowed to pay for these groceries threatening to leave them behind. He finally double bagged reluctantly.
If they keep this up I will have to write them a letter.
Wednesday, January 14, 2009
Houston, TX: Murphy's Deli
I went to a local lunch place today and ordered a chicken Caesar salad. It was prepared nicely with hot chicken and some cheese although had to wait a few minutes since there were only two workers.
At the cashier, he asked what I wanted to drink and I advised that it was some water. He proceeded to charge me $0.31 cents. I asked why and he said it was for the cup. What! I complained and he took off the charge. The audacity to charge me for a cup of water, good grief!
At the cashier, he asked what I wanted to drink and I advised that it was some water. He proceeded to charge me $0.31 cents. I asked why and he said it was for the cup. What! I complained and he took off the charge. The audacity to charge me for a cup of water, good grief!
Monday, November 24, 2008
Citibank strikes once more :-(
I saw this today from Citibank:
As of November 7, 2008, there are several change that impact Citibank's two overdraft protection services: Safety Checking and Checking Plus® (variable rate):
- Citibank will charge an Overdraft Protection Transfer Fee of $10 each day we cover overdrafts by transferring money from your Checking Plus® account, your Checking Plus® (variable rate) account, or your Safety Check contributing account. The Overdraft Protection Transfer Fee will be charged to the checking account that receives the transfer. This fee is waived for Citigold®, Citi Private Bank, International Personal Banking, and Global Executive Banking customers
- Both Safety Check and Checking Plus® will transfer the amount needed to cover your overdraft plus any applicable fees. The amount transferred is rounded up to the nearest $100, so you have extra protection if other overdrafts occur. If you don't need the extra coverage, just transfer the funds from checking back to your Checking Plus line of credit or to your savings or money market account.
So when they move up to the nearest $100, you will have to pay the interest on that money if you forget to move it back.
With all the fees that Citi has charged me over the years, you would think they would be in better financial state?
By the way, I never saw this notice prior to Nov. 7!
Monday, July 14, 2008
what are banks for anyways?
I just went to Bank of America during lunch and withdraw some money. I was charged $3.00 for this convenience. Of course, my own bank will do the same later on when I get my statement. Of course in the town where I live, there is only one branch of my bank close to where I live, but that is an entire other story.
I then went inside the bank and stood on line and waited my turn. When I was called forward, I asked for a roll of quarters which is $10 and I presented a $20. The agent said to me if I had an account with Bank of America, I said no (I actually have a credit card and brokerage accounts with them, but I don't think those count). She then said that they usually don't give change to non-customers. The nerve I thought. where do these banks get off with saying such silliness.
I then mentioned to her, that I guess that I'm a customer since I just paid $10 to use your ATM. She then said we don't charge $10, to which I said, I made an error, I meant $3.
I thought she was quite rude as she did look at me funny when she made the last comment. I then thanked her and left the bank.
I then went inside the bank and stood on line and waited my turn. When I was called forward, I asked for a roll of quarters which is $10 and I presented a $20. The agent said to me if I had an account with Bank of America, I said no (I actually have a credit card and brokerage accounts with them, but I don't think those count). She then said that they usually don't give change to non-customers. The nerve I thought. where do these banks get off with saying such silliness.
I then mentioned to her, that I guess that I'm a customer since I just paid $10 to use your ATM. She then said we don't charge $10, to which I said, I made an error, I meant $3.
I thought she was quite rude as she did look at me funny when she made the last comment. I then thanked her and left the bank.
Tuesday, May 13, 2008
Weird Citibank e-mail
I just got this today as I am a Citibank customer. What bold step? The e-mail tells me nothing, but just invite me to reply to it or get on the phone with them. Should I be scared?
Dear,
I want you to be among the first to know about the bold steps we are taking at Citi to be the premier, global, fully integrated financial services firm.
Our objective is to create for our customers an experience in which services are seamless, payments and transfers effortless, and distances meaningless. My commitment - and the commitment of everyone at Citi - is to work tirelessly around the world and around the clock to deliver outstanding value and service as we continue to earn your trust.
We are proud of our enduring strength as a global financial institution, striving to successfully meet the needs of clients like you in more than 100 countries. As always, we look forward to continuing to serve you - wherever you are and wherever you need to be.
Sincerely,
Vikram Pandit
CEO, Citi
Dear
I want you to be among the first to know about the bold steps we are taking at Citi to be the premier, global, fully integrated financial services firm.
Our objective is to create for our customers an experience in which services are seamless, payments and transfers effortless, and distances meaningless. My commitment - and the commitment of everyone at Citi - is to work tirelessly around the world and around the clock to deliver outstanding value and service as we continue to earn your trust.
We are proud of our enduring strength as a global financial institution, striving to successfully meet the needs of clients like you in more than 100 countries. As always, we look forward to continuing to serve you - wherever you are and wherever you need to be.
Sincerely,
Vikram Pandit
CEO, Citi
Monday, May 12, 2008
Bell South and closing an account
I have been trying to disconnect phone service for a family member for a month now and there is no way to do this online. As a matter of fact, I can't even find out who to call. Today, I went back to their site and I saw that they had a Live Chat. Here is my experience with it. I've changed the name of the agent to protect their privacy.
The nerve of trying to sell me crap after all this.
I then called the number given and they wanted to hear nothing of my protesting about not being able to do this online. Actually, it was difficult to find the close/cancel option and when I did, the sub-menu did not have the cancel option, eventually I got a person who helped.
They get into retention mode and when I told them it was a move, they wanted to sell me service at the new address. Not at all after this bad service. I told them we now have a mobile so no need. Absolutely rude they were and they always ask that stupid question, if they gave maximum customer service; duh?
Please wait for a representative to respond.
. How may I help you today? you: hi,
you: i wanted to cancel my service and there is no way to do it online
A: Hello, how may I assist you?
you: i tried since mid lat month and no go
you: how do i do that?
you: i no longer live in florida
A: For security purposes we are unable to process your request to disconnect service via online. You would need to contact the business office at 1.888.757.6500 option 4 and a specialist would be more than happy to assist you with your request. Hours of operation are Monday thru Friday 700am-600pm central time and then on Saturday 700am-400pm central time.
you: i think that is no a good customer service
you: just fyi, FPL [Florida Power and Light] did it online with ease
A: I sincerely apologize, for security reasons you would need to speak with a representative.
A: Is there anything else I can assist you with today?
you: 1). The information you just gave me about how to close an account is not even avaialble online
you: i'd like you to search your own web site and see if you can find that info. I am so upset with you all about this
you: it is as if you dont want a customer to be able to close an account so u make it difficult
you: i'd like you to send my comment to a manager who can review it please
you: thanks for your help today.
A: Thank you for doing business with AT&T. Have a great day!
A: Since we have not heard back from you, we will go ahead and disconnect the chat. Thank you for choosing AT&T, we appreciate your business. If you need further assistance please visit www.bellsouth.com and click the "contact us" button and send us an email.
I then called the number given and they wanted to hear nothing of my protesting about not being able to do this online. Actually, it was difficult to find the close/cancel option and when I did, the sub-menu did not have the cancel option, eventually I got a person who helped.
They get into retention mode and when I told them it was a move, they wanted to sell me service at the new address. Not at all after this bad service. I told them we now have a mobile so no need. Absolutely rude they were and they always ask that stupid question, if they gave maximum customer service; duh?
Wednesday, April 16, 2008
Sam's Club
My mom just moved from Florida and her TV no longer works. She called me to tell me and then I thought, I'll call Sam's to see what gives.
First, though I went on their site and tried to sign in. No go at all as it said I lost my card!
Of course not as I have that card in my possession, so how could I have lost it? I had them send me my password as I thought that I had forgotten it since it would not log me in and the same message again. I even tried to update my card, but same message.
So finally, I called up and the options on the line do not allow me to talk to a person. Finally I picked an option about online purchases. A lady came on the line and said she can't help me as I did not buy the TV online. I said, but you are saying that I cannot get into my account to see when I bought the TV? She said no. I found that quite strange.
She then gave me the number for the store in Florida for me to call so that they can take care of me there. I then asked her what she does and she says that they help people with getting into their account. So I told her I had issues. She looked up my account and confirmed that I lost my card or it was reported lost. I told her again that I am looking at the card so that is not the case. She then said that I had to go to a local store for help.
If you've ever gone to a local store, you know it is a nightmare there. You can't do anything unless you have your card and they can't look up anything about your account. So I am dreading having to go there.
I told her that all I wanted to do was to find out when I bought the TV and if I had paid for the warranty. She even said that she would delete my account since I had lost my card. So I said why would she do that, she said that was how the system worked. I could tell she was getting as irritated with me as I was with her by her tone. She says that she cannot help me as I never bought that TV online. She did tell me about my TV though that I had bought online back in 2003.
She did say I should just take back the TV to the local store and they can help, but I have no receipt or anything so I don't know how that will work out. And my sister will have to do it since I am not close to where my mom is living.
I thanked her and hung up the phone very disappointed. It was just a really bad experience all around.
I then called the local store in Florida who sent me to Customer Service. I waited for about five minutes and then hung up. I called again about 30 minutes later and got the same level of service.
First, though I went on their site and tried to sign in. No go at all as it said I lost my card!
 |
|
Of course not as I have that card in my possession, so how could I have lost it? I had them send me my password as I thought that I had forgotten it since it would not log me in and the same message again. I even tried to update my card, but same message.
So finally, I called up and the options on the line do not allow me to talk to a person. Finally I picked an option about online purchases. A lady came on the line and said she can't help me as I did not buy the TV online. I said, but you are saying that I cannot get into my account to see when I bought the TV? She said no. I found that quite strange.
She then gave me the number for the store in Florida for me to call so that they can take care of me there. I then asked her what she does and she says that they help people with getting into their account. So I told her I had issues. She looked up my account and confirmed that I lost my card or it was reported lost. I told her again that I am looking at the card so that is not the case. She then said that I had to go to a local store for help.
If you've ever gone to a local store, you know it is a nightmare there. You can't do anything unless you have your card and they can't look up anything about your account. So I am dreading having to go there.
I told her that all I wanted to do was to find out when I bought the TV and if I had paid for the warranty. She even said that she would delete my account since I had lost my card. So I said why would she do that, she said that was how the system worked. I could tell she was getting as irritated with me as I was with her by her tone. She says that she cannot help me as I never bought that TV online. She did tell me about my TV though that I had bought online back in 2003.
She did say I should just take back the TV to the local store and they can help, but I have no receipt or anything so I don't know how that will work out. And my sister will have to do it since I am not close to where my mom is living.
I thanked her and hung up the phone very disappointed. It was just a really bad experience all around.
I then called the local store in Florida who sent me to Customer Service. I waited for about five minutes and then hung up. I called again about 30 minutes later and got the same level of service.
Monday, April 23, 2007
Reliant Energy
About a month ago, I got a letter with my electricity bill! It was unusually large. I was so pissed off, that I immediately switched to another company. A few days later a confirmation came in the mail, but I kind of ignored it.
Today, April 23, I got a letter from Reliant dated April 12, 2007 explaining that they were sorry about the estimated bills I was sent previously. They blamed it on CenterPoint Energy as they are responsible for reading the meters. Telling me that it will take up to 60 days to correct this mess.
I was really happy to get this letter until I read the last paragraph; it said:
"I value your business and hope we can maintain your trust and respect. If you hav eany questions about teh accuracy of your meter reading or concerns about this or any other issues, you can visit reliant/com/readmeter to perform a self reading of your meter; you can also call us at (713) 207-7777 or (866) 222-7100 and we will be happy to assist you."
What? So you messed up my bill and now I have to call to clear it up? How about sending me a new bill with the correct charges? I think I will just wait for you to send me a correct bill.
Today, April 23, I got a letter from Reliant dated April 12, 2007 explaining that they were sorry about the estimated bills I was sent previously. They blamed it on CenterPoint Energy as they are responsible for reading the meters. Telling me that it will take up to 60 days to correct this mess.
I was really happy to get this letter until I read the last paragraph; it said:
"I value your business and hope we can maintain your trust and respect. If you hav eany questions about teh accuracy of your meter reading or concerns about this or any other issues, you can visit reliant/com/readmeter to perform a self reading of your meter; you can also call us at (713) 207-7777 or (866) 222-7100 and we will be happy to assist you."
What? So you messed up my bill and now I have to call to clear it up? How about sending me a new bill with the correct charges? I think I will just wait for you to send me a correct bill.
Tuesday, February 27, 2007
A nasty cab driver
Feb. 27, 2007
Vancouver, BC Canada
I had arrived at Vancouver International, Vancouver BC Canada just prior to midnight. Once I cleared Immigration and Customs, I headed for the Ground Transportation area. I was staying at the Holiday Inn so I had to advise them I was here so that I can get a ride.
I called the number on the hotels board and the guy told me to just take a cab and tehy would reimburse me when I got there. O.K. I said.
Thinking that the food places would be closed, I went upstairs and snagged some fries and a grilled chicken sandwich and a sprite.
I then headed for the taxi rank, just outside the door. I saw two taxi guys talking and asked one of them if they were available. He asked me where I was going and I told him Holiday Inn. He said get in. As I approached his car, he did not even offer to take my bag or open the trunk of his car.
I then asked him how much it was, "it is metered," he said in a very heavy accent that was almost inaudible. I was very tempted to get out of the cab and should have at that point.
I then asked him if he knew where the hotel was located as he had a little apprehensive look about him. He did not answer and subsequently got on the phone and called someone and proceeded to talk in another language. The only word I understood was "Holiday Inn." So I was right, he had no idea where the hotel was. I also noticed that he was not wearing his seatbelt.
He was very impatient and at times wanted to run the traffic lights. Soon, I saw a sign that said "Holiday Inn Express" off on the left as we turned right. I was about to say something, but eventually we pulled up in front of a Holiday Inn; so there are two, I though. I hoped that I was at the right one.
I paid him the 13.75 that was on his meter, asked him for a receipt and exited his cab. Feeling that I had begged him a ride or something.
As it turns out, I was at the wrong Holiday Inn as my reservation was at the Holiday Inn Express. The very nice front desk clerk called me another cab, who was the total opposite of the other guy. he charged me 6.25 for the ride and I gave him a USD in tip as I was out of Canadian dollars now.
Vancouver, BC Canada
I had arrived at Vancouver International, Vancouver BC Canada just prior to midnight. Once I cleared Immigration and Customs, I headed for the Ground Transportation area. I was staying at the Holiday Inn so I had to advise them I was here so that I can get a ride.
I called the number on the hotels board and the guy told me to just take a cab and tehy would reimburse me when I got there. O.K. I said.
Thinking that the food places would be closed, I went upstairs and snagged some fries and a grilled chicken sandwich and a sprite.
I then headed for the taxi rank, just outside the door. I saw two taxi guys talking and asked one of them if they were available. He asked me where I was going and I told him Holiday Inn. He said get in. As I approached his car, he did not even offer to take my bag or open the trunk of his car.
I then asked him how much it was, "it is metered," he said in a very heavy accent that was almost inaudible. I was very tempted to get out of the cab and should have at that point.
I then asked him if he knew where the hotel was located as he had a little apprehensive look about him. He did not answer and subsequently got on the phone and called someone and proceeded to talk in another language. The only word I understood was "Holiday Inn." So I was right, he had no idea where the hotel was. I also noticed that he was not wearing his seatbelt.
He was very impatient and at times wanted to run the traffic lights. Soon, I saw a sign that said "Holiday Inn Express" off on the left as we turned right. I was about to say something, but eventually we pulled up in front of a Holiday Inn; so there are two, I though. I hoped that I was at the right one.
I paid him the 13.75 that was on his meter, asked him for a receipt and exited his cab. Feeling that I had begged him a ride or something.
As it turns out, I was at the wrong Holiday Inn as my reservation was at the Holiday Inn Express. The very nice front desk clerk called me another cab, who was the total opposite of the other guy. he charged me 6.25 for the ride and I gave him a USD in tip as I was out of Canadian dollars now.
Thursday, January 18, 2007
I hate being ripped off
Date of Incident: Thu. Jan. 18, 2007
Today I arrived home and in my mail was an envelope from one of my credit card companies. Inside was a check for $10.00. I always hate when I get these kind of offers as you know there is a catch. But as I always do with these offers, I read them.
The front had no catches other than "cash or deposit by 02/13/07". On the back, it is a 2% cash back offer up to a maximum of $5,000 of new purchases. Oh and the big thing, it costs $109.99 for an annual membership fee.
So basically, there is nothing in this for me.
So who thought up this one?
Today I arrived home and in my mail was an envelope from one of my credit card companies. Inside was a check for $10.00. I always hate when I get these kind of offers as you know there is a catch. But as I always do with these offers, I read them.
The front had no catches other than "cash or deposit by 02/13/07". On the back, it is a 2% cash back offer up to a maximum of $5,000 of new purchases. Oh and the big thing, it costs $109.99 for an annual membership fee.
So basically, there is nothing in this for me.
So who thought up this one?
No Lower Rate for you
Date of Incident: Thu. Jan. 18, 2007.
Place of Incident: The phone
I have a credit card with a major credit card company in the U.S. Last year, I started my financial health and called them to get a lower rate as I was doing other companies.
They told me as they've done before, "No." I asked as I've asked before, why not. They said, well your account is closed. I politely asked why and they said they don't know, but its been closed since 2004. I was quite puzzled as the statment I was looking at did not indicate that and it actually showed an available credit line.
I asked some more and they said that if your account is closed they cannot lower the interest rate. I was a little angry as the inerest rate is 29.99%. So any lowering would save me money.
Annoyed I asked for the customer service contact information, which I was given. I was too upset, so I did nothing with it.
Today, I called again and of course was told the same thing, except this time around the really pleasant agent had me hold and went and researched the whole thing. Apparently back in 2004, I had called and asked to get on a payment plan with them, this action subsequently closed my account and I was sent a letter to that effect. No memory of the letter here.
She did give me a fax number to file my written complaint after I requested it. She was also very pleasant and apologized for not being able to adjust the rate.
My faxed letter will go out tomorrow. Let's see how that goes.
Place of Incident: The phone
I have a credit card with a major credit card company in the U.S. Last year, I started my financial health and called them to get a lower rate as I was doing other companies.
They told me as they've done before, "No." I asked as I've asked before, why not. They said, well your account is closed. I politely asked why and they said they don't know, but its been closed since 2004. I was quite puzzled as the statment I was looking at did not indicate that and it actually showed an available credit line.
I asked some more and they said that if your account is closed they cannot lower the interest rate. I was a little angry as the inerest rate is 29.99%. So any lowering would save me money.
Annoyed I asked for the customer service contact information, which I was given. I was too upset, so I did nothing with it.
Today, I called again and of course was told the same thing, except this time around the really pleasant agent had me hold and went and researched the whole thing. Apparently back in 2004, I had called and asked to get on a payment plan with them, this action subsequently closed my account and I was sent a letter to that effect. No memory of the letter here.
She did give me a fax number to file my written complaint after I requested it. She was also very pleasant and apologized for not being able to adjust the rate.
My faxed letter will go out tomorrow. Let's see how that goes.
Sunday, January 14, 2007
Membership does not always have its priveleges
Date of Incident: Sat. Jan. 13, 2007 at 4:20p.
Place of Incident: A full service hotel chain in Washington, D.C. USA
It is funny how people always complain about airlines having high fares, but when you call a hotel, the first rate they quote is not always the lowest rate; you usually have to ask for the lowest rate. And why do full service hotels charge for Internet access, while the small chains don’t? But I digress...
I was trying to find a room in Washington D.C. this past weekend; after searching for a while, I found one at a chain for which I am a top member of their Frequent Stayer program.
When I arrived at the hotel, I was not greeted as a member of the program (I should have been) and the check-in experience was crap. The agent never looked me in the face the whole time. I even had to wait quite a while for the check-in as the check-in agent was playing Concierge. It was odd as I did notice a camera pointing at the check-in area so there was someone watching to see how long that line was. Eventually when the line got longer he came out and helped someone else.
I overheard the check-in experience for the couple next to me (the guy was loud) and all the things I did not get, but should have, they were getting; I am not even sure if they were a member of the Frequent Stayer program.
I had to even ask the agent for the upgrade for which I was due. She did give me an upgrade, but that was about it.
I made my way up to the floor, only to find out that it was a smoking floor. Geez, do you think she could have checked to see that my initial reservation was for a non-smoking room? When I tried the key, the green light came on, but the door did not open. Annoyed, I went back downstairs to the front desk.
Once there, the other nice agent who was now free explained that I needed to pull the handle upwards (how weird). I also said that the floor was a smoking floor, and the agent who checked me in started to argue with me that it was not. The good agent then told her that that floor is a smoking floor this weekend (which I though was weird that they alternate a smoking floor).
The initial agent then gave me a room on the fourth floor of the 12 floor hotel. That initial room was on the 7th floor. I wanted to ask for higher floor as my reservation had requested, but by this time I had had enough.
Once I got up to the room, I was a little annoyed as the room had a view of the roof of the conference rooms and another building. It is a good thing that I am at the top of their tier; otherwise I would have had a picture of a window!
I called down and spoke to the manager; who at first was great. She checked my profile and found out my tier level and said that I was already upgraded; I had thought that my upgrade should have been to the Executive floor, but I was mistaken apparently.
I repeatedly said that I was not happy with the experience. Funny that the recording while I was on hold, said that if you are not happy with anything you should call. I wish they would live up to their own standards.
She then said that there was nothing she could do to make me feel more "loved." I asked for a complimentary breakfast; she said "no," I asked for complimentary Internet access and she said "no" as well. Citing that that is the one thing she cannot do. I was quite taken aback as all she had to do was decrement my room rate the amount that the external company charged for the Internet. Dejected, I told her goodbye and that I was not happy at all and I'd write a letter about my experience. I must give her credit as she was pleasant all the time.
Later that night I wanted some water and saw a bottle on the desk, it was $2.95! Good Lord!
This morning, I asked for a late check out; the guy without looking at my profile said no. So I calmly said, I thought that members of the program got late check out as a courtesy. He said you have to be at the top tier (which is not true, all members do). I said, “I am.” He paused and offered 12:30p, I said 2p, then he said 1p. So we settled on that. By the way, their policy is to give until 2p. which is what the couple got who was checking in next to me the day before.
I filled out the comment card when I left, this morning, but I am sure nothing will come of it. I will also send a letter to Corporate and see where that goes.
Place of Incident: A full service hotel chain in Washington, D.C. USA
It is funny how people always complain about airlines having high fares, but when you call a hotel, the first rate they quote is not always the lowest rate; you usually have to ask for the lowest rate. And why do full service hotels charge for Internet access, while the small chains don’t? But I digress...
I was trying to find a room in Washington D.C. this past weekend; after searching for a while, I found one at a chain for which I am a top member of their Frequent Stayer program.
When I arrived at the hotel, I was not greeted as a member of the program (I should have been) and the check-in experience was crap. The agent never looked me in the face the whole time. I even had to wait quite a while for the check-in as the check-in agent was playing Concierge. It was odd as I did notice a camera pointing at the check-in area so there was someone watching to see how long that line was. Eventually when the line got longer he came out and helped someone else.
I overheard the check-in experience for the couple next to me (the guy was loud) and all the things I did not get, but should have, they were getting; I am not even sure if they were a member of the Frequent Stayer program.
I had to even ask the agent for the upgrade for which I was due. She did give me an upgrade, but that was about it.
I made my way up to the floor, only to find out that it was a smoking floor. Geez, do you think she could have checked to see that my initial reservation was for a non-smoking room? When I tried the key, the green light came on, but the door did not open. Annoyed, I went back downstairs to the front desk.
Once there, the other nice agent who was now free explained that I needed to pull the handle upwards (how weird). I also said that the floor was a smoking floor, and the agent who checked me in started to argue with me that it was not. The good agent then told her that that floor is a smoking floor this weekend (which I though was weird that they alternate a smoking floor).
The initial agent then gave me a room on the fourth floor of the 12 floor hotel. That initial room was on the 7th floor. I wanted to ask for higher floor as my reservation had requested, but by this time I had had enough.
Once I got up to the room, I was a little annoyed as the room had a view of the roof of the conference rooms and another building. It is a good thing that I am at the top of their tier; otherwise I would have had a picture of a window!
I called down and spoke to the manager; who at first was great. She checked my profile and found out my tier level and said that I was already upgraded; I had thought that my upgrade should have been to the Executive floor, but I was mistaken apparently.
I repeatedly said that I was not happy with the experience. Funny that the recording while I was on hold, said that if you are not happy with anything you should call. I wish they would live up to their own standards.
She then said that there was nothing she could do to make me feel more "loved." I asked for a complimentary breakfast; she said "no," I asked for complimentary Internet access and she said "no" as well. Citing that that is the one thing she cannot do. I was quite taken aback as all she had to do was decrement my room rate the amount that the external company charged for the Internet. Dejected, I told her goodbye and that I was not happy at all and I'd write a letter about my experience. I must give her credit as she was pleasant all the time.
Later that night I wanted some water and saw a bottle on the desk, it was $2.95! Good Lord!
This morning, I asked for a late check out; the guy without looking at my profile said no. So I calmly said, I thought that members of the program got late check out as a courtesy. He said you have to be at the top tier (which is not true, all members do). I said, “I am.” He paused and offered 12:30p, I said 2p, then he said 1p. So we settled on that. By the way, their policy is to give until 2p. which is what the couple got who was checking in next to me the day before.
I filled out the comment card when I left, this morning, but I am sure nothing will come of it. I will also send a letter to Corporate and see where that goes.
Monday, January 1, 2007
I don't believe you
Date of Incident: Mon. Jan. 1, 2007 at 1:50p.
Place of Incident: A parking facility in Houston Intercontinental Airport, Houston, TX
On Jan. 1, 2007, I returned from a trip to Japan with a friend of mine. It was a six-day trip which involved us visiting three major Japanese cities.
Once we arrived at the airport and cleared Immigration and Customs, we realized that we were missing the parking ticket. We did have the ticket for the location of the car though. We knew we were in for an interesting time, but then we remembered the exact time we arrived at the parking lot as we were actually late for our flight. We should not have a problem we thought.
We waited for the parking shuttle for about fifteen minutes, I saw one coming abou two lanes over. I signalled to the guy thinking that he saw us, but alas, he drove away without even stopping. Of course we were furious as we had already waited fifteen minutes. I called and asked them to have the driver turn around and come back; the lady said she would, but actually another bus showed up in about 7 minutes.
The driver, a lady was very pleasant and greeted us well. We told her what happened and she apologized on the driver's behalf. She also took the time to wish us both a Happy New Year which we reciprocated and tipped her on our departure from the bus.
We got into the car and searched some more for the parking ticket. Still no sign of it. We got to the gate and told the agent there that we do not have our ticket, but we knew that we arrived on Wed. Dec. 27, 2006 at about 9:45a, it was now about 1:50p.
She then asked us for our itinerary, I said we did not have it, as we did not. So I said, I guess you don't believe me when I told you we arrived last Wednesday, do you? She said, "Sir, i need your itinerary." I then took out my passport and showed her the stamp that said Tokyp, Japan Dec. 28, 2006. She still did not get it. I said our flight was at 10:45a on Dec. 27, 2006 and we arrived into Tokyo on Dec. 28, 2006. She still insisted to see the itinerary. I insisted that the passport stamp was sufficient as I did not have the itinerary. Thank God this was an international trip.
As we talked to her, there was another agent with her who walked off to the line of cars behind us. We thought it rude that she did not mention that she was leaving. Her body language showed that she was disgusted with us.
She then began to tell me about her procedures, for which I did not care to listen, but listened anyway. She then finally took the passport and asked me for an ID. I said, the passport you are holding is an ID. She then said I need an ID. So I said, you have it in your hand. She then said she needed another piece of ID; good grief, I guess my passport is a fake! I then gave her my driver's licence. [Their policy is to get two pieces of ID, I wonder what would happen if I did not have another piece of ID]
They took the paperwork and copied them and then returned them to me. I asked if one does not have their itinerary, what would happen; they said they would look at the video tapes. I wondered how long do they keep the video tapes?
Meanwhile, my friend had to fill out a "lost ticket" form that included his life story plus his insurance and registration information.
After all the documentation, we were charged from Wed. to Mon. as we should have. Now that I think about it, it sounded like we were overcharged, as it was about $30 or so and I thought the daily rate was $3.50, there must be a boat load of taxes...
During all this I asked to speak to the manager and guess what the lady who was being nasty is the Assistant Manager! She did give me her name and the business card of the manager though. She was at least polite about that part.
The thing that ticked us both off is that she thought we were lying and she kept talking instead of listening to what we had to say. I think if I wanted to lie, I would have said I arrived the day before, I would not have said 6 days ago.
A complaint letter is on the way to the Manager of that sad operation.
Place of Incident: A parking facility in Houston Intercontinental Airport, Houston, TX
On Jan. 1, 2007, I returned from a trip to Japan with a friend of mine. It was a six-day trip which involved us visiting three major Japanese cities.
Once we arrived at the airport and cleared Immigration and Customs, we realized that we were missing the parking ticket. We did have the ticket for the location of the car though. We knew we were in for an interesting time, but then we remembered the exact time we arrived at the parking lot as we were actually late for our flight. We should not have a problem we thought.
We waited for the parking shuttle for about fifteen minutes, I saw one coming abou two lanes over. I signalled to the guy thinking that he saw us, but alas, he drove away without even stopping. Of course we were furious as we had already waited fifteen minutes. I called and asked them to have the driver turn around and come back; the lady said she would, but actually another bus showed up in about 7 minutes.
The driver, a lady was very pleasant and greeted us well. We told her what happened and she apologized on the driver's behalf. She also took the time to wish us both a Happy New Year which we reciprocated and tipped her on our departure from the bus.
We got into the car and searched some more for the parking ticket. Still no sign of it. We got to the gate and told the agent there that we do not have our ticket, but we knew that we arrived on Wed. Dec. 27, 2006 at about 9:45a, it was now about 1:50p.
She then asked us for our itinerary, I said we did not have it, as we did not. So I said, I guess you don't believe me when I told you we arrived last Wednesday, do you? She said, "Sir, i need your itinerary." I then took out my passport and showed her the stamp that said Tokyp, Japan Dec. 28, 2006. She still did not get it. I said our flight was at 10:45a on Dec. 27, 2006 and we arrived into Tokyo on Dec. 28, 2006. She still insisted to see the itinerary. I insisted that the passport stamp was sufficient as I did not have the itinerary. Thank God this was an international trip.
As we talked to her, there was another agent with her who walked off to the line of cars behind us. We thought it rude that she did not mention that she was leaving. Her body language showed that she was disgusted with us.
She then began to tell me about her procedures, for which I did not care to listen, but listened anyway. She then finally took the passport and asked me for an ID. I said, the passport you are holding is an ID. She then said I need an ID. So I said, you have it in your hand. She then said she needed another piece of ID; good grief, I guess my passport is a fake! I then gave her my driver's licence. [Their policy is to get two pieces of ID, I wonder what would happen if I did not have another piece of ID]
They took the paperwork and copied them and then returned them to me. I asked if one does not have their itinerary, what would happen; they said they would look at the video tapes. I wondered how long do they keep the video tapes?
Meanwhile, my friend had to fill out a "lost ticket" form that included his life story plus his insurance and registration information.
After all the documentation, we were charged from Wed. to Mon. as we should have. Now that I think about it, it sounded like we were overcharged, as it was about $30 or so and I thought the daily rate was $3.50, there must be a boat load of taxes...
During all this I asked to speak to the manager and guess what the lady who was being nasty is the Assistant Manager! She did give me her name and the business card of the manager though. She was at least polite about that part.
The thing that ticked us both off is that she thought we were lying and she kept talking instead of listening to what we had to say. I think if I wanted to lie, I would have said I arrived the day before, I would not have said 6 days ago.
A complaint letter is on the way to the Manager of that sad operation.
Sunday, December 31, 2006
$50 for two beers!
Date of Incident: Sun. Dec. 30, 2006 at 4:45p.
Place of Incident: Latino Bar, Nagoya, Japan
My friend and I were visiting Nagoya, Japan and stopped in a local bar on one of the main streets for a beer.
When we entered the bar, we mentioned to the waiter that we were just having a beer and would leave right away. He seemed to understand what we said, but later brought a few menus over. We also noticed that they were preparing a buffet as well as it appeared that they were going to have a band play.
We ordered our beers; one Guinness and local brew. They had no Guinness on tap, so we just got two local brews. Once finished, we asked for the check and was shocked when we saw the price. It was 5,720 YEN!
I tried to see why it so much and noticed that we were charged 4,000 YEN as a cover charge. We tried to explain to the guy that we were not aware of a cover charge and also told him that we were onyl having two beers when we walked in. This did not translate well, so we paid and left. He gave us change back from the 6,000 YEN we gave him, but we left it. By default they had already included 10% tip in the bill.
As we walked away, we were really pissed off at beign overcharged. We figured that at the hotel, we would ask for the contact information for the Visitor's Bureau as this would not go unreported.
We stopped and talked with the Concierge, with whom we had developed a very good rapport and also showed her the bill. She was upset and called the bar immediately. After about 5 minutes, she paused and explained to us that there was a cover charge and that it used to be 1,000 YEN, but had increased to 2,000 YEN per person. So they had to enter 4 x 1,000 in oder to charge us since their machines were not updated as yet.
We then explained to her further that we had a beer and was there for about 15 minutes before the band started. As a matter of fact, one of the band memebrs had showed up while we had our drink and was setting up. She then got back on the phone with the bar for another 7 minutes or so.
When she got off the phone, she told us to go and collect our 4,000 YEN. My friend did not want to go as he was really pissed off, so I went and collected it.
When I got there, the manager was apologetic and handed me the money right away. Through another staff member, I communicated to him that he should not to blame the waiter as I think it was just a mis-understanding due to the language. He did this in my presence. He also told the translator staff member to tell me that we should visit again.
I took the money, bowed to them and left.
Place of Incident: Latino Bar, Nagoya, Japan
My friend and I were visiting Nagoya, Japan and stopped in a local bar on one of the main streets for a beer.
When we entered the bar, we mentioned to the waiter that we were just having a beer and would leave right away. He seemed to understand what we said, but later brought a few menus over. We also noticed that they were preparing a buffet as well as it appeared that they were going to have a band play.
We ordered our beers; one Guinness and local brew. They had no Guinness on tap, so we just got two local brews. Once finished, we asked for the check and was shocked when we saw the price. It was 5,720 YEN!
I tried to see why it so much and noticed that we were charged 4,000 YEN as a cover charge. We tried to explain to the guy that we were not aware of a cover charge and also told him that we were onyl having two beers when we walked in. This did not translate well, so we paid and left. He gave us change back from the 6,000 YEN we gave him, but we left it. By default they had already included 10% tip in the bill.
As we walked away, we were really pissed off at beign overcharged. We figured that at the hotel, we would ask for the contact information for the Visitor's Bureau as this would not go unreported.
We stopped and talked with the Concierge, with whom we had developed a very good rapport and also showed her the bill. She was upset and called the bar immediately. After about 5 minutes, she paused and explained to us that there was a cover charge and that it used to be 1,000 YEN, but had increased to 2,000 YEN per person. So they had to enter 4 x 1,000 in oder to charge us since their machines were not updated as yet.
We then explained to her further that we had a beer and was there for about 15 minutes before the band started. As a matter of fact, one of the band memebrs had showed up while we had our drink and was setting up. She then got back on the phone with the bar for another 7 minutes or so.
When she got off the phone, she told us to go and collect our 4,000 YEN. My friend did not want to go as he was really pissed off, so I went and collected it.
When I got there, the manager was apologetic and handed me the money right away. Through another staff member, I communicated to him that he should not to blame the waiter as I think it was just a mis-understanding due to the language. He did this in my presence. He also told the translator staff member to tell me that we should visit again.
I took the money, bowed to them and left.
Tuesday, December 26, 2006
Returning Late from Lunch
Date of Incident: Tues. Dec. 26, 2006 at 2:00p.
Place of Incident: Car Rental Return Facility at a Downtown Hotel in Houston, TX
On Tues. Dec. 26, 2006, I returned a car to a downtown location for this major car rental company chain. I arranged my schedule around the time they said they would be open. On their Web stite, they clearly state they are closed between 1p and 2p for lunch and reopen at 2:01p in their own words.
So I get there at 2:01p and they are closed! I waited until about 2:10p, then I called their reservations office to inquire if there was a problem. The very nice lady proceeded to call the desk at the hotel, although I told her that I was standing in front of the desk and there was no one there. It was a bit comical as I could hear the phone ring when she dialed it.
She then came back on the phone and said to me no one is answering, to which I calmly replied, of course not as there is no one at the desk; I was trying to tell you that!
She then put me on hold again and I hear the phone rings once more. She then comes back on the phone and says no one is answering. Aargh...
By now I am fuming as time is going by.
I then asked here to speak to her supervisor so I can record a compliant about the local office not being staffed at the time they indicated. She said that there was none available; I was now fuming even more...I then insisted to speak to a supervisor complaining how odd it was that there are no supervisors available and she said to hold. In the meantime, the guy showed up.
I then hung up and went over to counter and said hello to the guy who apologized for being late. At this point I was really angry, so angry that I just smiled and moved on.
I have still have not called to complain. I will give them another chance and see if it happens again.
Place of Incident: Car Rental Return Facility at a Downtown Hotel in Houston, TX
On Tues. Dec. 26, 2006, I returned a car to a downtown location for this major car rental company chain. I arranged my schedule around the time they said they would be open. On their Web stite, they clearly state they are closed between 1p and 2p for lunch and reopen at 2:01p in their own words.
So I get there at 2:01p and they are closed! I waited until about 2:10p, then I called their reservations office to inquire if there was a problem. The very nice lady proceeded to call the desk at the hotel, although I told her that I was standing in front of the desk and there was no one there. It was a bit comical as I could hear the phone ring when she dialed it.
She then came back on the phone and said to me no one is answering, to which I calmly replied, of course not as there is no one at the desk; I was trying to tell you that!
She then put me on hold again and I hear the phone rings once more. She then comes back on the phone and says no one is answering. Aargh...
By now I am fuming as time is going by.
I then asked here to speak to her supervisor so I can record a compliant about the local office not being staffed at the time they indicated. She said that there was none available; I was now fuming even more...I then insisted to speak to a supervisor complaining how odd it was that there are no supervisors available and she said to hold. In the meantime, the guy showed up.
I then hung up and went over to counter and said hello to the guy who apologized for being late. At this point I was really angry, so angry that I just smiled and moved on.
I have still have not called to complain. I will give them another chance and see if it happens again.
Subscribe to:
Posts (Atom)
