You should probably not expect to sell anything if you are too busy to service your customers.
Today I tried to purchase some cosmetics on line from cinemasecrets website. I have purchased from them before some time back, so I thought I might have a login account with them. I had no luck logging in so I tried to retrieve my password and they did not have it on file. I tried to register a new account and they said someone else with that email already had an account. Then I tried calling them. No luck in that either.
The following is the email I sent to the listed email address. I don’t have high hopes for an answer to that either.
Before you read it, I will say that this is partly a rant and partly some advice about taking care of your own on-line customers in business, or any customers you have. Would you feel secure buying a product from a company that you can’t call on the phone if there is a problem? I certainly don’t. It’s too bad too, because I really liked their products. If I don’t get some answer from them quick, I will take my business elsewhere.
So the advice here is to take care of your customers. They are your greatest assets.
Last resort, I sent them the following email:
To whom ever it concerns:at http://www.cinemasecrets.com
I was recently on your website Cinima Secrets and was going to place an order for some cosmetics.
I tried to login but I did not remember my password so I entered my email address to retrieve it and the message I got was that you had no such email address in your files. Okay..
So I went ahead and registered and entered all of my information and I could not complete that process because I was informed that the email address/username or password was already in use. Okay…
So I wanted to call you on the phone to resolve the problem using your free 800 number. I got an automated answering service with more options than I remember. Okay…
… I pushed the number 5 “to speak to a representative” and was directed not to a real person or representative but to a voice mail service. Okay…
Then, To add to that, a recording told me that your voice mail service was full so I could not even leave a message. (By now I did not expect that leaving a voice mail message would do me any good but I couldn’t leave one if I had wanted to. I hung up.)
My last attempt is this email. I estimate that the chances I will get a response are slim and none. But just in case:
My question to you is: Are you really in business? Do you always have such poor customer service?
At this point I am afraid to order anything because if I don’t get it or if there is a problem with my order I’m @#* out of luck getting hold of anyone to resolve it.
Too bad, I really like your products and I have orderd from you before.