(由 Google 翻译)我一直对 Target 有着积极的体验,并保证他们 100% 的客户满意度。过去,如果我没有收据,工作人员总是会提供帮助,只需扫描我的身份证即可发放商品积分。然而,我今天对惠顿塔吉特的访问简直令人沮丧。我进去退回了两袋深度烘焙的咖啡豆,我最初买的时候并没有意识到它们是深度烘焙的。不幸的是,我的身体对深度烘焙咖啡反应不佳。我找不到原始收据,但我知道如果顾客没有收据,Target 至少会提供商品信用。我提前打电话给Target客服确认退货政策没有改变,所以如果政策不同或者有变化我也不会浪费时间进来。客户服务向我保证一切都没有改变,我应该能够获得商品积分。
当我到达商店时,我与团队负责人索菲交谈,她似乎完全没有兴趣提供帮助。当我告诉她我提前打电话给客服确认这一政策时,她告诉我“Target在线客服与Target商店无关”,这对我来说完全没有意义——无论你是在网上还是在实体店购物,Target仍然是Target。然后,我在商店里再次致电客户服务部,他们向我保证,我应该能够获得商品积分,我只需要提供我的许可证或身份证件即可。当我带着这些信息回到索菲时,她以一种极其粗鲁的方式回应说:“我们是一家私人机构,我们有权拒绝退款。今天你不会得到退款或积分。”甚至没有尝试听我的解释或考虑替代解决方案。
尤其令人沮丧的是,索菲根本不愿意帮忙。通常,团队领导或经理至少会尝试提供某种帮助或灵活性。 相反,索菲明确表示,她的目标是确保我在没有商品信用的情况下离开商店,几乎就像她对拒绝我感到满意一样。我什至提醒她,塔吉特此前曾为没有收据的商品发放过商品积分。就在几周前,我找不到另一件商品的收据,他们向我提供了商品信用。她粗鲁地回答说“那家商店没有遵守政策”。 即使你现在访问Target网站,它仍然声明无收据商品的退货政策“如果你没有购买证明(例如收据、数字条形码、装箱单),你可能会以商品退货卡的形式获得退款。”
在我的经历之后,我打电话给Target Wheaton表达了我的沮丧,他们也对索菲的行为感到惊讶。他们告诉我,他们的退货政策最近确实发生了变化,但如果是这样的话,经理和团队领导应该更加灵活,并为忠实客户提供例外,特别是对于新的政策变化,因为客户不知道这一点或没有被告知。在这种情况下,索菲应该采取的正确行动是提供一次例外,但告诉我,今后政策已经改变,我将无法再这样做。
索菲的行为非但没有破例,反而让我感到被解雇和沮丧。任何客户都不应该受到这样的对待,任何团队领导都不应该以这样的权威行事,尤其是在可以达成合理解决方案的情况下。
索菲不适合担任任何客户服务角色,更不用说担任团队领导了。她的行为是不必要的,我将把这些评论进一步上报给塔吉特公司,以确保惠顿塔吉特承担责任。
(原文)
I’ve always had a positive experience with Target and their 100% customer satisfaction guarantee. In the past, if I didn’t have a receipt, associates were always helpful and would simply scan my ID to issue a merchandise credit. However, my visit to the Target in Wheaton today was nothing short of frustrating. I went in to return two bags of dark roast coffee beans, which I didn’t realize were dark roast when I originally bought them. Unfortunately, my body doesn't respond well to dark roast coffee. I could not find my original receipt, but I know that Target provides at least merchandise credit if a customer doesnt have not a receipt. I called Target customer service ahead of time to confirm that the return policy hadn’t changed, so I wouldn’t waste my time coming in if the policy was different or changed. Customer service reassured me that nothing had changed and that I should be able to receive a merchandise credit.
When I arrived at the store, I spoke with Sophie, the team lead, who seemed entirely uninterested in helping. When I told her that I called customer service ahead of time to confirm this policy, she informed me that "Target customer service online is not relevant to Target stores," which made absolutely no sense to me—Target is still Target, regardless of whether you’re shopping online or in-store. I then called customer service again while in the store, and they reassured that I should be able to receive a merchandise credit, I just need to provide my license or ID. When I went back to Sophie with this information, she responded in an incredibly rude manner, saying, “We are a private establishment, we have the right to deny a refund. You will not be getting a refund or credit today.” There was no attempt to even listen to my explanation or consider an alternative solution.
What was especially frustrating was that Sophie wasn’t willing to help at all. Typically, a team lead or manager would at least try to offer some kind of assistance or flexibility. Instead, Sophie made it clear that her goal was to ensure I left the store without merchandise credit, almost as though she took satisfaction in denying me. I even reminded her that Target has previously issued merchandise credits for items without receipts. Just a few weeks ago, there was another item I could not find the receipt for, and they offered me a merchandise credit. She rudely responded with "well that store was not following policy". Even if you go on the Target website now, it still states the return policy for items without a receipt "If you don't have the proof of purchase (examples include receipts, digital barcodes, packing slips), you may receive a refund in the form of a merchandise return card."
After my experience, I called Target Wheaton to express my frustration, and they were also surprised by Sophie’s behavior. They told me that their return policy had indeed recently changed, but if that’s the case, the managers and team leads should be more flexible and offer exceptions for loyal customers, especially for newer policy changes because customers do not know this or were not informed. The right form of action that Sophie should have followed in this situation was to offer a one time exception but inform me that moving forward, the policy has changed and that I will not be able to do this again.
Instead of making an exception, Sophie’s behavior only served to make me feel dismissed and frustrated. No customer should ever be treated like that, and no team lead should act with such authority, especially when a reasonable solution could have been reached.
Sophie does not deserve to be in any customer service role, let alone as a team lead. Her actions were uncalled for, and I’ll be escalating these comments further to Target corporate to ensure Wheaton Target is held accountable.