Sleeping on a cloud.. what’s that got to do with customer service you ask?

untitled (103)I hit the down pillow I was returning, with my hand, and feathers fly everywhere and onto the face of the assistant manager. A feather lodged on the side of his nose and he didn’t blink. His face was set into an ‘I’m not budging from my position’ look. He appeared to be just over a teenager and I confess I was tempted to hit the pillow again.

…OK… so I did!imagesGL1B3BE0

We now had feathers everywhere and baby faced assistant manager was starting to crack – good! He was trying  to gather up feathers but these expensive little white goose down feathers were so light and fluffy they defied capture! I should know because I was still finding the odd feathers a week later in my bedroom.

thI7QQ9BQGTime to call in the general manager of Sears, so baby face punches numbers into phone and spits out under his breath , but I hear him …“I need help , NOW’.

This all started the day I bought these down pillows.. ok I need to back up just a bit. I spent a fantastic week  in New Orleans last year made even better or maybe it was the best part, at La Pavillon hotel .images (129)

This is the  oldest hotel in New Orleans and is  restored to its original glory complete with the glass chandeliers and ghosts on the fifth floor.

images (130)They have a tradition of serving milk and peanut butter sandwiches every evening in the beautifully appointed lobby (who does that ) ? They have exquisitely dressed doormen and period furniture.untitled (102)

Everything about this hotel reeked history and opulence as well as good old-fashioned top notch service. I love that hotel which was, btw ,the hotel used in filming ‘The Butler’ and I recognized it right away!

untitled (104)So I am fussy about pillows and have on occasion taken my own on trips. I  need to have a really good down filled pillow to get a good nights sleep. This fantastic hotel had the best pillows I have ever slept on. Towards the end of my stay I decided to investigate and ripped off the pillowcase to discover the brand name was Pacific Coast Pillows.th (5)

So back home I happened to be shopping in Sears one  day when sales gal asks me what I am looking for, I say pillows and specifically Pacific Coast brand.

th (4)Well… she says we have them and they are on sale right now! These are two hundred dollar pillows …omg… (insert choking noises here) ! I would never pay that much for a pillow , but I am in luck… they are on for half price….omg…. I have never paid a hundred dollars for a pillow either!

I bite the bullet and buy the pillow and guess what …? THIS PILLOW HAS AN EIGHT YEAR GUARANTEE ! Have you ever seen a guarantee on pillows? .. me either.

imagesUZQ6L90EOk back to my story , I am in love with this pillow and obsessed …it goes everywhere with me. I have a cabin at the lake so I purchase another of these pillows ( on sale, of course) .

They have shorter ones and different comfort levels for different types of sleepers …oh ya… these are high tech pillows! All of them have the guarantee …lifetime guarantee on the feathers (will these feathers outlive me? Maybe we can use them in my .. oh forget it I am being cremated).

BTW …even if you are allergic …this company claims that the down feathers are put through  a very strict  cleaning process which removes all the allergens and leaves you with this soft fluffy down.imagesKOLSSAUK

Well.. I removed my pillowcase for cleaning last week and all these light fluffy feathers flew out with the pillow … not thinking straight I turned the pillowcase inside out and omg… it is snowing in my bedroom.. dumb move. Turns out the seam has come apart.. and so starts  my journey to Sears and the  ‘too good to be true’  guarantee.

I guess this is maybe a lesson in customer service.. Sears LOGO is..’ CUSTOMER SATISFACTION GUARANTEED ‘ ..BUT they should have added for 30 days only, or 3 months if you have a sears card!th (2)

Baby face clerk tells me I need to send the pillow back to the manufacturer..  I tell baby face that I bought the pillow at Sears and I am not shipping anything back anywhere , as I only do emails.

th9OF9KSXOI expected a new pillow but I say I will settle for him shipping the pillow back and call me when it is fixed. Now I am looking straight at the big sign at the till that says customer satisfaction guaranteed!  I point this out to him.. but he is not budging.. except to gather feathers. Oh.. and this is where he also gave me the “rolly eye” look.. BIG Mistake.

(OKAY, so that was when I hit the pillow….again).thUUX1VW7U

General manager comes to his rescue, she basically recites same policy as him but she is older and wiser and probably realizes that I have taken a stance and am not backing down anytime soon .thC1EVGMEG

See.. we are talking about a two hundred dollar pillow here (doesn’t matter that I got it on sale) with an 8 yr guarantee., what would you do? She finally agrees to ship the pillow back for me after once more explaining about the 30 day crap.. thank you! and that is all I really wanted.

thCUWF2N12This little story is about customer service or it could be about “the customer from hell”. Depends which side you are on . Customer Service Guaranteed for 30 days only at Sears or 3 months if you have a sears card! Read the fine print.. always I guess. Or just shop at Costco and if Costco doesn’t have it maybe you just don’t need it.. this is my new mantra.

A little side note here-  I will not give up my Pacific Coast pillows! This is the best darn pillow I have ever slept on. Oh.. and if you go to New Orleans .. be sure to stay at the La Pavillon it is exquisite.

3 thoughts on “Sleeping on a cloud.. what’s that got to do with customer service you ask?

  1. You are right, customer service is going to weed out where we spend our money in the future!

    1. If you ask your friends or co-workers about customer service I can guarantee they will tell you a story of at least once place where they WILL NOT shop again! The stores should pay attention big box included…although some of them pay and train their employees very well indeed… Costco comes to mind.As out time becomes precious we are not going to waste it where we have had bad experiences, life is to short.

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