I am a very frugal mom. I am always looking for savings wherever I can find them. So, when a store gives me a loyalty card I take advantage of it. (if you don’t check this out LINK).
I currently belong to Shoppers Optimum Club. This is a points club in which you collect points for the money you spend that you can redeem for dollar amounts in store. As part of the program, they also email you once a week with coupons that are “just for you” based on your recent purchases. For example, I purchased hair colour there and so two weeks later there was a coupon for hair colour. Pretty cool eh?
So when they emailed be a coupon for 18,500 bonus points if I spent $50 I was all for it. I went in there on a week when they had everything I buy on sale (plus manufacturer coupons) and made out like a bandit. However, I was shocked to discover that you are not credited when you redeem your coupon, it is a month later. So I waited patiently and a month later no credit. That was $25 worth of bonus points and I was not a happy camper. But what was I going to do? I didn’t have the time or receipt to deal with it.
I continued to shop there until last Thursday when it happened for the THIRD time. So, in my frustration I took to Twitter. I tweeted
@ShopprsDrugMart you stink! 3 times I have used bonus pt coupons you sent me and three times I waited and did not credit! $75 worth #ripoff.
Well, to my surprise, just a few minutes later, Shopper’s tweeted back asking me what the problem was. I explained about the coupons my missing points and they asked if I had called the customer service hotline. To this I replied No because I am busy looking after a 2yr old and infant twins. I shouldn’t have to. I let the first one go, but 3?! I already went through the work of printing the coupons and doing my shopping. I won’t be going again after this. I know it seems silly having come this far, but I am really busy and trying to talk on the phone with screaming kids in the background is never fun.
I honestly thought this would be the end of it. But to my surprise they tweeted back that they would have someone look into it for me.
Long story short, they credited my account with the missing points…and all in the time I am usually on hold when I call a customer service hotline. Wow! Is this is the future of customer service? It’s great because they helped me quickly and easily, but as someone who worked in customer service I know that there are a lot of customers out here blowing smoke out their ass (pardon my language) and its just another system for them to abuse.
Shoppers told me the error was due to a glitch and it shouldn’t happen again (we’ll see about that) but in the meantime I will continue shopping in their store (especially now that I have all those points LOL)
So, has anyone else had a customer experience via twitter or other social media? I am interested to know if this was a fluke or a trend. If it’s the future, I’d better get on board the train since I don’t even have a Twitter account, it is my blog that does!