What Bad Customer Service Costs:WildWingSucks.ca
I thought you might…and yes, I did go and buy http://web.archive.org/web/20131030051905/http://www.wildwingsucks.ca/ as a domain and will populate it with all of the other social media rants about just how bad this company is when it comes to customer service.
Note, that I did NOT say “bad food” as the wings are always great…it’s the idiots who manage our local Waterdown store that are to blame here and let me fill you in on what happened and how this will play out in the future as far as I see it.
Last Friday night was our #HamOnt Supercrawl day launch but after a very busy week both my wife and I decided not to go out that night, so we’d order again from our Waterdown WildWing restaurant for a delivery order. My wife called and the 2# of wings, onion rings and the BBQ sandwich order was taken – if a bit oddly mind you – by the girl who answered the phone.
She at first didn’t “know” if they even could deliver that night as she wasn’t “sure” that the driver showed up.
She checked, and then yes did get back to my wife and accepted the order at 6:39 pm (I was watching NBC news so I’m positive about the time!), took the credit card information and yes, she had our phone number as she asked to confirm same. She had our address and repeated it back to us so yes, they knew where the order was going. If you measure by your own phoned-in order process, you know that we did what we could to make it relatively easy to produce the order and deliver same. And we live like within a mile of the store too…so order placed and she said it’d be here in 30 minutes so we waited.
And waited. And waited. At one point, I suggested re-calling back…but we waited. And waited.
At 8:20 though, or after 1 hour and 40 minutes, my wife called back and asked about our order – yes she was frustrated…but the answer was a bit strange.
“Our driver took the order out but couldn’t find the house” we were first told. Our house has been at the same address for over 25 years, in a survey that is right off the core of Waterdown. Any google maps shows us as does yahoo maps, bing maps and mapquest too. We can simply be found by anyone who tries.
“He called twice and there was no answer on your phone,” we were then told. Wrong. We were sitting within 5 feet of the phone – it was never ever used by us and it never ever rang we know.
“So do you still want your order? Or do you want us to make ‘fresh’ food?” we were then asked…so yes even dreading the further wait, we asked for a new order to be made up…and again we waited.
And our order finally arrived at 8:52 pm – 2 hours and 13 minutes since we’d ordered - deliverd by a girl who was apologetic… She was a waitress we were told and the store Manager asked her to leave her tables to deliver the order….sigh…she knew it was VERY late. She was embarrased too but could do nothing for us. (Can you imagine being at one of her tables when she was driving us our order…sigh….)!!
My wife quickly signed the bill and then the delivery girl fled back to the restaurant…and we opened the bag. No onion rings, no hot sauce…almost $10 worth of product was missing…sigh…so we called and asked to speak to the Manager.
Immediately my wife launched into the whole story and asked for a complete order credit – i.e. would they please refund our complete $40 charge? No was the answer….you have to drive the order back to us & hand it all in to get a refund we were told were the company rules!!!
We didn’t get what we ordered my wife told the female Manager. Tough we were told, we did the best we could!
Can you at the least take the almost $10 off the bill cause you didn’t deliver what we ordered? No we were told – no changes allowed!
It was about then that my wife said we’d never ever order again….which I hope my readers would agree with….there are idiots out there it appears and it was our bad luck to order from this place with the bad reputation.
Customer service in this modern world is so so so important…and the Waterdown WildWing fails miserably with that attempt in our community.
And I can’t wait to now fill-up my new domain – http://web.archive.org/web/20131030051905/http://www.wildwingsucks.ca/- with what others have to say too!
Oh, and if you think I’m alone here…i.e. I’m upset when others who face bad customer service dont’ rant….then here’s some links to enjoy!
- Will Social Media kill Bad Customer Service?
- 5 Bad Service Warning Signs
- Bad Customer Service Infographic from SalesForce
- The TrueCost of Bad Customer Service
- The NotAlwaysWorking Blog on examples of restaurant bad customer service!
Small sidebar – just realized how ‘nice’ it is to have a national readership on just this kind of an issue…please everyone…do not EVER order from these idiots for a delivery order….!!!!
UPDATE: Only 3 hours since this publishing of this post and YES! Google has indexed and is showing it nicely too for any search for “what bad customer service costs:wildwingsucks.ca” WooHoo….let the searches begin, eh! And nice to see that Google+ Authorship helped too!
Further…both Google+ and online review sites are picking this up…yahoo! Love the web and the Google web search index lasts forever, eh!
Had the time earlier today to again go to the google link to how bad customer service is for these wild wing restaurants…and yup added same to my now ranked http://web.archive.org/web/20131030051905/http://www.wildwingsucks.ca/ site! Enjoy….and remember….customer service at wild wing both at the store level and obviously at head office sucks! And now we’re #6 on the first page at Google.ca! Thanks Google!
If you know our community, then you’d know that one of the best respected #hamOnt social media marketing firms is our own KiteString….and guess what? They just published their weekly paper.li issue on our city and yup, my wildwingsucks.ca site was featured too! WooHoo…love it that the word on this bad experience is getting out to the public!!!!
I was so so surprised, that Head Office – we’ve never heard/talked/emailed or been contacted or even called by the Waterdown WildWing restaurant – must have made the local restaurant send us a cheque! Here’s what we got!
You can of course still read more here at http://web.archive.org/web/20131030051905/http://www.wildwingsucks.ca/ and see about that apology too….but the question is — is this the end?
Dunno…what do you think?Google