Class FAIL

All summer and into fall I've been diligently working of various crochet projects, including a bunch of scarves I've completed for Miles of Smiles while on the train. I'm doing ok once I know a stitch, but sometimes the patterns are a little difficult for my to understand. So I thought it was time for another class.

In August, Joann Fabrics had an open house, offering 50% off classes if you signed up that day. Thinking this was perfect opportunity, I signed up to Crochet 201, an intermediate course. That class was scheduled for this past Sunday, and although I was bitter that it fell during football hours, I committed. (And I grew even more bitter when I realized there was a slight possibility I would be able to watch the Steeler game since the Patriots didn't play on Sunday. But they didn't show it, so nothing lost.)

I arrived at the store and purchased my supplies, although my colors were completely different than the list suggested. I figured I'd make it work. I had brought a scarf project to work on while I waited for class to begin, so I went back to the classroom to settle in. Although it was 12:00 pm (when class was to begin), there was no one else in the room. This didn't look good.

But I kept positive and a few minutes later an employee (who I later found out was named Renee) came into the room to get something from a rather unkept administrative area in the room. I continued working on my project and after a few minutes, I asked her, "So, is the class still scheduled for today?"

Renee: Oh. I don't know. I thought you were the instructor since you were already here.

Me: Nope, I'm signed up for the class.

Renee: Ok. I don't really know anything about the education area, so let me see what I can find out.

She went away and a few minutes after that, another woman, not an employee, came into the classroom. I asked her if she was the instructor, and she said no. I filled her in on the situation. We ended up having a nice conversation and I was actually able to help her figure out an issue she was having with a pattern while we waited for an updated.

While we talked, Renee came back to say that they were trying to call the instructor, but were going to wait a few minutes to see if she was just running late. It was 12:15 pm.

Me: Ok. But at some point we need to decide that this isn't going to happen. Because I'm not waiting until 3 (class scheduled end time) to find out the instructor isn't coming.

Renee: Oh, no! I'll call her right now. I wouldn't expect you to wait that long.

And she did get on the phone. While I was speaking with the other student, Renee was able to get in touch with the instructor. When she hung up, she filled us in. Apparently in the less than 6 months that the store has been open, they've had 3 different Education Coordinators, but no actual education coordination. The instructor had expressed to the Coordinator that she was uncomfortable teaching the pattern for the class and wanted to cancel it until she could understand the pattern better (apparently there was an error). Either this wasn't communicated properly or the coordinator didn't understand or completely ignored it, because the class was never canceled.

Renee was very apologetic and took us up to the front to personally ring our refunds for the course (and for the materials I bought 30 minutes prior). So from the time I left the house to the time I left the store was about 45 minutes of time I won't get back. So I know you're wondering: Did you ask them to compensate for your time since it was their mistake.

No. And I have good reason, too.

From the moment I voiced concern to Renee, she immediately jumped in, to an area she had nothing to do with, figured out the problem, solved it, was genuinely apologetic, and without question returned the fees. She even told us when the Education Coordinator was going to be in and encouraged us to call or come in to speak with her.

So I didn't think it was necessary to suggest that she did something wrong and demand something for compensation of my time. And by the way, Renee isn't the manager. I actually never saw the manager, although I think Renee did talk to him during the process.

So I'm a little bummed that I didn't get to learn more. And I'm hesitant to want to take another class there. But I did get home before kick-off which was cool, even if it wasn't the Steelers.

Reading for Fun and Profit

Last month I read a book that was not only funny, but made me think:

• Wow, this woman hates people more than I do
• Wow, this woman is crazy
• Wow, I wonder what would happen if I did that?

The book was I See Rude People: One Woman's Battle to Beat Some Manners Into Impolite Society by Amy Alkon. Alkon takes on the idea that people who are publicly rude (talking loudly on their cell phones in close quarters, complete disregard for the people around them, complete disregard for manners and common courtesy) and tries to teach them a lesson. She's not picky abut who she battles, whether it be telemarketers, cafe cell-talkers, the guy who stole her car or big businesses. It's funny and really makes you think twice about how you'll react when someone imposes their rude behavior on you.

Alkon does two things I really enjoy. The first is what she calls blogslapping. Alkon has a blog and basically whenever she sees rude behavior (cars cutting people off or a business that gives poor service, for example) she snaps a picture and loads it to her blog or relays the bad service story. Then everyone know who the offender is and can harass en masse. Sort of like what I did when the Ann Taylor clerk lost the ability to communicate regarding coupons. The other thing is that she bills offenders for her time. Alkon actually has posted on her blog her rates for being interrupted by telemarketers. And when one calls (despite her being on the Do Not Call list), she sends them a bill for her time. She's actually sent a lot of people bills for making her take time to sort out a situation they were responsible for. Her claim is that her time is valuable and they need to recognize that either by not wasting it in the first place or paying her for it.

Which brings me to my third bullet point, what would happen if I did that. Recently I was shopping in BJ's and had a reasonably sized order. It was a Saturday afternoon, so it was very busy and I opted to use the self-scanner. I usually use the self-scanner because I find I'm faster than the check-out clerks. But this day it was a situation of--hey there's no one in that line.

I scanned all my items, and began scanning my coupons. However, the coupon box wouldn't register that my coupon had been inserted and wouldn't let me proceed. A check-out clerk came by to clear the machine, but after trying everything she knew how, it wouldn't work. She called over a second clerk. He tried many different things to no avail. Apparently the entire machine just froze. His response, "Well, just get in line and we'll scan it for you."

Me: No, you can open up a register and scan it for me because I'm not waiting in line. I've already been here an extra 10 minutes because your machine failed.

Male Clerk: Um, yeah. Um, ok. Lemme see. (Calls the first clerk over to open a register. She says ok, but as I follow her to the register, she keeps stopping to help other customers. Um, Hello!) Don't worry about it. I got this.

Female Clerk: Ok (Still helping other customers)

Me: (Confused look on face) Seriously?

Male Clerk: I got this. I got this. Go ring her up.

Female Clerk: Oh, Ok (finally walks to the register)

She scans my purchases, takes my coupons and my payment. And then I make the big ask:

Me: Thank you so much. Who can I speak to about getting reimbursed for my time since I was inconvenienced here today?

Female Clerk: Um, you can talk to Male Clerk about it.

Me: Thank you. Have a great day. (Walking over to Male Clerk) Thank you for helping me. Now, who can I speak to about getting reimbursed for my time since I was inconvenienced here today?

Male Clerk: I can call a manager for you.

Me: Thank you, I appreciate that. (Manager comes over and I explain the situation and make my request, telling her that my time is valuable. At this point, I'm thinking that a $10 or $20 store gift card would be fine. Basically I just wanted an acknowledgment that there was a customer service FAIL on their part.)

Manager: Well, she rang up your order, right. It only took another minute.

Me: No, it took another 10 minutes until they figured out they couldn't fix the machine. My time is valuable and I want to know how you're going to reimburse me for my time.

Manager: Well the machines break and we aren't responsible for that.

Me: You're not responsible? I understand that machines break, but it's certainly not my fault. Even though...

Manager: (Oh no, she didn't just interrupt me.) I'm just saying there's nothing we can do if the machines break.

Me: Excuse me. I'm still talking and I would appreciate it if you let me finish. (Manager closes her mouth and nods). Thank you. Even though the machines have problems, I shouldn't have to be inconvenienced by it. My time is valuable and I want to know how you're going to compensate me for that.

Manager: Go to the front desk and she'll extend your membership for a year. (Walks away)

Me: Thank you very much. I appreciate your time.

Who knew? I really felt justified that I shouldn't just sit back and idly let something impact my day and my plans. All I had to do what ask. And by staying calm and rational, I got a free year's membership, worth $45. Not to shabby.

Situation Made Right

Because I know so many of you were concerned, I wanted to assure you that last week I did receive my discounted skirt from Ann Taylor. And it was even more adorable that I remembered. Since I can't get the photo off the website, here is the link. So cute. And fit great. Although when I ordered it over the phone, Jessica, the manager, asked me, "You said a size 2, right?" I actually laughed out loud, hard, and said "Oh, hell no," and gave her my correct size.

So crisis averted and Ann Taylor continues to reside on the good list of retail stores I will continue to patronize. Perhaps one day I'll have a bout of bad judgment, go into a store I've vowed to never visit again, and have a story to remind me why I said I'd never visit again. You'll love that, I promise.

OMG, Someone Fixed Their Mistake!

Holy crap. I had a customer service FAIL that totally turned out good. When does that ever happen?

On Saturday I had a fabulous day of shopping. D went out to play in the dirt (er, mud) with his Jeep and I decided to finally use a pile of gift cards and coupons I'd had accumulated up. Seriously, I had gift cards to Lord & Taylor from maybe 2 years ago. It was pouring rain and I was totally looking forward to it.

I showered, got dressed, and left the house. I drove about 45 minutes to go to the really good mall (Natick Collections--it's so good, they don't even call it a mall). I got there early, which was good because with the rain, everyone wanted to park in the garage, not the lot. I parked, entered the mall in all my fabulousness (I looked great) and began my shopping spree. I won't bore you with the details, but the numbers are as follows:

4 dresses
4 skirts
7 tops
1 pair of pants
2 pairs of earrings
a bag of loot from Bath & Body Works
and miscellaneous funness from a Target stop on the way home

Total value of merchandise (also known as regular prices): $984.57
Total after in store sales: $592.53
Total paid with coupons and gift cards: $294.93
Total cash of my own I spent: $302.56

And of that cash, I actually still had the $250 I won last month on the SuperBowl Squares, so I really only spent $52.56 (which would have less, but I broke down at Target and bought a bag of jelly beans--but I digress). So yes, I am a shopping superstar, you're jealous, bow to me, yadda, yadda. But I digress--let's get to the good stuff.

When I was at the mall, I visited Ann Taylor. I heart Ann Taylor. Great work clothes, they always fit well, good quality, classic style. I had a coupon for $25 off my entire order. I browsed around the store, tried on a few items that ended up not working and finally decided on 2 shirts. They were having a sale if you bought 2 regularly priced items, you would get 25% off your order. I did not know if that would work in conjunction with my coupon, but I figured the nice lady at the counter would tell me if it didn't.

I proceeded to the counter, handed my items to the cashier and gave her my coupon. She rang me up, and in the process, the manager comes behind the counter, sees my coupon, and takes a look. The cashier gives me my total and I say, "Did you get my coupon?" She looks at it on the desk and says, "yes." Satisfied and not paying attention, I hand her my cash and the manager and I proceed to have a conversation about how she has never seen the coupon before. I said yes, I received an email asking me to take a survey, and when I was done, I was rewarded with this coupon. That was the reason for the visit, since the coupon expired the next day. We exchanged other pleasantries and I left the store, wishing them a great day.

Seriously, I had an awesome day, what with the shopping, and the me-time, and looking fantastic. I got home, and I just had to know what I got vs. what I spent, so I pulled out my receipts. And that's when I notice it. My coupon at Ann Taylor was not applied to my order. What? That was like $25 in cash. I was so upset. That coupon was kinda what spurred the entire shopping trip. I was not going to let that ruin my awesome day.

So I called the store 7 hours after I left it. I spoke to a wonderful assistant manager, Penny, who was so upset for me. She was ready to credit my card immediately. And even though she couldn't find the coupon in the register paperwork, she said she would look through the trash. The trash!! He kindness and willingness to correct the situation floored me. Unfortunately, since I paid cash, she couldn't figure out how to fix it. She promised to talk to the manager in the morning, and they would figure out how to send me a check for the difference or give me a store credit for the value of the coupon. I couldn't have been happier with Penny.

The next morning, Penny called me to say she had spoken the Jessica, the store manager, who remembered the situation and since she wasn't working that day, would call me the next day to correct the issue. Still pleased, I thanked Penny for her help and awaited my call from Jessica.

On Monday, Jessica called me and said she there was some miscommunication at the register, because my coupon wouldn't be applicable in conjunction with the sale. But since my coupon was of greater value, she could put the difference (a whopping $3.50) on a store credit for me.

[Insert part where Ms. C. starts to get firm with who is in control of this situation here]

I explained to Jessica that there wasn't a miscommunication, there was no communication since the cashier failed to explain that the two promotions would not work together. Had she mentioned it, I would have gone back and found a 3rd item on which to use the coupon. Jessica responded with a "Yeah, I guess...um, ok. We'll I don't have the coupon code though." After a lengthy conversation where I reiterated several times how I acquired the coupon, no I do not have the code, no I do not have the link to the survey I took 3 weeks ago and no, I do not have the email that invited me to take the survey, Jessica finally said she just needed to talk to someone to get the appropriate code and would call me back that day or the next. I stayed calm and told her I looked forward to hearing from her.

She did not call back that day.

She did not call back the next day.

I had just relayed this story to some coworkers who encouraged me to call and insert the ugly side of Ms. C. into the situation when I returned to my desk to a message from Jessica. She would be happy to send me an item with the discount applied. So I called her back and in 3-5 business days I should be receiving a very cute skirt at $25 off.

Frustrating as it was at times, I am actually incredibly impressed with how the situation was rectified and they worked to make me a happy customer. Could it have been handled a little more efficiently by Jessica? Probably, but overall, I'm very happy. My work is in a customer service environment with approximately 35 women who are in their target demographic, so a lot of them women I work with wear AT clothes. So, now I'm telling all my coworkers about my experience, and I'll have a fun story to share next time we have a customer service training.

So if you haven't shopped Ann Taylor lately, check out the sales. And if you need help finding good sales, I may be available. For a fee.