I don't like to complain.
My response to terrible customer service is to vanish. Vanish from their stores, shopping carts, Facebook fan pages, Twitter pages, and my personal promotion by word of mouth.
I can not tell you the name of the latest company that I pulled a Houdini on...they are friends of friends and although I won't purchase from them again, I don't want to hurt anyone's feelings.
But I can tell you the story...
We have six family members with February Birthdays so every year we pick a night during the month to celebrate. I like to have fun with the gifts that I get everyone and a lot of the time it's the same gift for all six. I have given Mighty Putty, a little tool that can get you out of your car if you happen to drive off of a bridge, the Toss and Chop (my fav kitchen gadget) and this year I wanted to support my friends friend so I purchased a six pack of this certain product.
I made this purchase on a Sunday night and the very next morning this company was having a promotion on their Facebook fan page. Buy a six pack and get a free T-Shirt! I was actually thinking of purchasing a tee for my Husband so I was excited to see this promotion. I posted on the FB page, "size Large please." It's a new, smaller company - just starting out - so "they" knew who I was and that I was close friends with their friend. Following me so far? :)
The response I received was "Sorry but that promotion was not being offered at the time of your purchase."
Really?! It was less than 12 hours ago. On a Sunday.
So...poof!...I disappeared. The product was great...my entire family loved it...but nope...with customer service like that, I am gone!
This story will stay with me when I launch Product X ~ customer service will always be our number one priority!