Bad Quality Services!
It pains my heart to say that bad quality services are the standard here. Businesses go for the cheaper option, they import cheap labour, they do not spend on training their staff and they certainly do not appear to care what you think. I emailed the letter below to Carrefour through their website, but, as expected, I heard nothing back (I spoke to their duty manager in person then emailed her straight away and included all my contacts hoping they’d care enough to write back or aknowledge the feedback at least)
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To: Rana Zantout. Duty Manager
Carrefour. Airport Road. Abu Dhabi
Dear Rana,
I hope this reaches you in good health. Many thanks for agreeing to discus the complaint regarding my encounter with your team today the 16th October 2007 at 23:00. I had a disturbing experience which left me unhappy with the quality of your services. This is a summary of our discussion:
- You are obviously under staffed for the number of customers you serve. I had to wait for 15 minutes today for someone to be available in the electronics section before giving up all together. I also had to wait for 30 more minutes to speak to someone from customer services.
- Your staff appear to go out of their way to avoid customers. They avoid eye contact, constantly appear to be rushing from one end of the isle to the other and talk to people in few shorts words while quickly passing giving a fantastic impression of: “look, we are too busy to stop and talk to you – what do you want?”. I actually had to physically tap a sale’s person on the shoulder because I could not get his attention any other way.
- Your customer service disk is manned by a Trolley boy (that’s actually his job description) whose sits cross legged responding to every query with “Yes” even when the actual question is “Who is the duty manager tonight?” My guess is that trolley boys aren’t really trained in how to appropriately respond to disappointed customers.
Good eye contact, unthreatening body language, team work and even smiling when talking to customers are all basic skills that people working in consumer-related industries should practice. I believe your sales people fail in all four tonight.
Based on my experience, I would rate your service as “very unsatisfactory”. I intend to stop shopping in Carrefour and take my business to your competitors.
Yours sincerely,
XXX
Cc: Customer Services Manager. Carrefour . Dubai
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Its at times like this that places like thelounge shine. CarrefourUAE could probably learn a great deal from the way these guys do their business and treat their customers. And no they are not based abroad, they are in Abu Dhabi only 5 minutes drive from Carrefour.
October 20th, 2007 at 11:04 am
CarefourUAE service suck unless you yell at them!
Think of thier target market, they provide the cheapest products however they aim on having the greatest volume of customers (which apparently they cannot serve in a 1:1 manner).
Next time try plug-inz for such service. good luck.
October 20th, 2007 at 11:07 am
You’re not alone… I’ve written about Carrefour here and here.
October 20th, 2007 at 11:50 am
i entirely agree with u … plus they r not cheap if u compare them to megamart, and they have very very bad after-sale services
and yeah complaint emails dont reach anywhere ! they r probably checked by the security guy sitting outside lol
October 20th, 2007 at 8:24 pm
Email the mother company please…and you will see how fast those will reply to you…
October 20th, 2007 at 8:29 pm
Just this week i had to call them and ask if they have sumthin’ specific .. they kept diverting the call from person to another .. till sum1 gets the call and says: (yea hold on) and hang up (>.
October 20th, 2007 at 9:37 pm
Carrefour has no respect for their customers, I had a similar experience recently and the after sale experience was the worst.
Re the the Lounge, the ad looks very “ifyyyy”
October 21st, 2007 at 1:45 am
[…] e3ashig placed an observative post today on Bad Quality Services!.Here’s a quick excerpt:Businesses go for the cheaper option, they import cheap labour, they do not spend on training their staff and they certainly do not appear to care what you think. I emailed the letter below to Carrefour through their website, but, … […]
October 22nd, 2007 at 8:38 am
LOL! Best complaint letter I’ve read! Fortunately (or unfortunately?) I’ve never seen that sort of problem at Carefour, we were probably lucky.
But, like Itunes, I think that you should try Plug-ins. They follow you around the store, so you’ll be sure to find someone to help you. =)
October 23rd, 2007 at 7:59 pm
welcome to the party man
actualy it’s not just carrefour, u’ll easly notice same kind of bad service in so many other places u’ll stop by back home**i feel so bad to admit so**fast food’s , hospitals, banks, even in malls sometimes **i’m not saying always** after i came back , this was one of the hardest things to get used to here. u want things to be better not just for u but 4 the best of the ppl. u give orders where u work, u complain when u are the customer, u shout sometimes and sometimes u try to give gentle comments or oppinions…. sometimes it makes some defference, sometimes it doesn’t and by time u start feeling that u don’t have the energy to comment. we have the quantity i guess we need to care even more and more about the quality from now.
October 24th, 2007 at 11:07 am
LOL !! don’t expect a response .. I wrote a similar letter regarding the service in the electronic service.. actually a series of three letters !! not only the bad and slow service.. THEY LIE … the re-sell used laptops and electoronics… !! imagine … I spoke to the IT manager.. he gave me promiese and never heard of him again !! u can never find them ..I mean senior positions.. they suck and i will never buy from them anything other than the daily goods (food and drink)..
Advice: Do not buy anykind of electronics …from carrefour
October 24th, 2007 at 11:09 am
note: I didn’t only email it .. i hand it to the manager himself … and i didn’t get any response !
The first o 2nd o third .. kl yoom a mangager !
October 24th, 2007 at 7:48 pm
” smile you are in Doha” was my father’s reply when he saw me frustrated after a problem I encountered in a local bank few weeks after my return to Doha. It was a trivial problem, but with untrained people it took 5 hours to have it solved. Lack of respect and morally unacceptable behavioral is another issue. Porsche dealers in Doha gave me a hard time. I lost my temper when I was informed that the car I ordered, paid a deposit for and actually waited 3 months to arrive was sold to another customer. I wrote to the company’s headquarter in Germany, but all went to vain. I planned taking them to court and was told that with the documents I hand in hand, victory was guaranteed. But I never did. Such behavior is rife and is the norm in our part of the world. People accept it and only few out there fight to implement changes. And those few people eventually suffer. Its to the expense of their health. Anger and seeking perfection in a chaotic society means ageing prematurely.
My strategy is to smile, and join the ” norm club ” with the difference that I move from an unsatisfactory service to another who appreciates me as a customer rather than just totally accepting it. With out 3awar ras & with out damar lila39ab.
October 30th, 2007 at 6:59 am
It is all over the UAE or I might better say the so-called ARAB world. Maybe parts of it, but after all this is just my opinion.
The only way it works here, is either by being rude when you actually don’t want to, or by being nice the first time and then start yelling the next time.
You are ignored, especially if you were a LOCAL and to be more specific FEMALE. Yes, and it isn’t only Carrefour, it is everywhere. You are not respected until you be frank and RUDE. Try using “I will sue you” and see how they will respond. Everything in a blink of an eye.
As Lolaa says (Advice: Do not buy anykind of electronics …from Carrefour) I would say, NEVER by electronics from Carrefour
November 5th, 2007 at 8:42 am
It disgusts me how this country thrives on bad quality I suffered something similar with canon’s main store in the middle east. it took them more than 6 months to fix my camera after one angry letter to customer service i got my camera back in 2 days fixed!
I don’t understand the hypocrite’s here of these international companies they come to the UAE and we as consumers expect high standard but surprise surprise they don’t even have a customer service that functions properly.
Its time for them to open there BUSI 101 books once again!