It’s really disheartening for us to write this post however this situation which has worsened during the Royal Mail strike action and the festive period can no longer be ignored.
Customer Service staff have seen a dramatic increase from some customers in abusive behaviour when being spoken to. Many in an antagonistic way, lack of respect and with absolute impunity.
Female staff have been reduced to tears by the disgraceful conduct of some mindless customers.
Some customers believe it completely acceptable to hold staff to ransom by email or telephone for a variety of different things, most notably the latest consumer trend to demand compensation for absolutely anything at any time or to request free products.
If this is not offered or agreed to a negative review submitted online is then threatened.
More frequent are emails received which are rude, have been typed in an aggressive way demanding immediate rectification or imply threats.
Customers are ‘shouting’ and ‘screaming’ at staff on the telephone in such an apoplectic rage that they struggle to breathe.
We also receive emails from customers who claim to have been telephoning for ‘weeks’ and asking why we have not returned their calls. Upon asking if they left a voicemail they reply ‘no’. Of course staff are unsure how to return a call if a voicemail is not left??
Some customers who refuse to use a qualified electrician and may not understand the technical advice received because their light fitting still does not work are resorting to accusing SaveMyLight of being con merchants, supplying second hand reject products and conducting illegal consumer practices.
A few customers even have the audacity to accuse SaveMyLight that a product purchased has not fixed their light fitting thus blaming us for their purchase??
An increasing minority of customers after purchase are demanding we amend company policy by ‘changing to a courier that suits them for price, reliability or past experience’.
SaveMyLight is even receiving returned products from customers that we have never sold with the customer claiming ‘we sent this product’.
This is fraudulent, criminal behaviour.
This diabolical consumer behaviour and barrage of abuse MUST stop.
It’s embarrassing for customers to believe they can pressure a retailer to make changes to suit them individually.
As the way retail shopping has evolved since the evolution of online shopping customers wrongly believe that this behaviour is the new normal and perfectly acceptable.
SaveMyLight is at a loss as to where customers are locating these step by step consumer action templates which gives questionable buyer assistance that seems to become worse the further down the list the steps go.
SaveMyLight will not be swayed by demands for compensation, negative reviews left on 3rd party websites, emails insinuating further action if customer’s terms are not complied with or threats of reports to Trading Standards.
All Customer Service staff have been advised the following:
1) To terminate all abusive telephone calls or to block the sender of any email/s that are threatening or abusive in nature.
2) To place a security block on the customer’s details.
3) To void the guarantee on any product/s purchased thus leaving the customer to seek alternative assistance.
SaveMyLight is here to help you save your light fitting and to give technical advice on the products we sell.
We are not here to tolerate abusive threatening behaviour. No one should go to work fearing they will be abused or threatened. Yet somehow this behaviour is becoming normalised. Everyone working in retail has a right to be protected and a right to be respected.
ALL telephone calls are RECORDED and abusive emails retained.
