Refuse to patronize Nespresso! Large international companies do not have international services.

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After a lapse of two months, I still can't help complaining. If the following content is not true, I am willing to bear all legal responsibility. I don't need to ask for a picture, and I'm not VIP. I just bought it with APP, but I was begged by the service staff of the store to buy it again, and finally came back without a disease. I was simply dissatisfied with the company's attitude that customers didn't want you to deal with it. If you want to shoot me, you are welcome, but please read it patiently and take it out of context, just to show your ignorance.

Purchase and use opportunities:

Completed with the decoration of the new home in 102, I spent more than 10, 000 yuan to buy the Nespresso foam capsule coffee machine, which was considered "trendy" at that time. At that time, this kind of capsule coffee machine was very novel to ordinary people. Most of the relatives and friends who came to visit the house competed to try it. Several of my acquaintances told me privately that it was not as good as the coffee sold in general take-out coffee shops. I even thought Xiao 7 was better, but for me. Coffee is not a necessity for people's livelihood, and it doesn't matter if we don't drink it. Although a capsule cost more than 20 yuan at that time, plus milk, the cost of each cup is actually not cheap, but it is convenient to drink when you want it, and you don't have to go out. Whether it is good or not involves everyone's subjective judgment. Personally, I think the taste is not amazing, but it is acceptable, and it has been used for two years. After entering the third year, I found that I could use the app to buy capsules online, and it was much more convenient without having to go to the A11 flagship store. In addition, it was a pity that the machine was not used, so I started to buy one cup a day, and I bought about half a year's capsules at a time until the end of June this year.

Refuse to buy from beginning to end:

1. Introduction of A11 flagship store: the store is divided into three blocks. On the left side of the entrance is the purchase area, which will be sold by service personnel; in the middle is the exhibition area, where several service personnel will patrol the venue and take the initiative to introduce the goods to the guests; on the right is the trial drinking area, where several coffee machines are placed, and service personnel introduce the operation and provide guests with a trial drink.

2. The way to drink:

(1) go to the drinking area and wait in line for the tasting, and the service staff will provide the tasting service on an one-to-one basis.

(2) in the process of introducing the products to the guests, most of the service staff in the exhibition area will ask the guests if they want to try it. If the guests say they want to try it, the service staff will take the initiative to bring coffee to the test area and there is no need to go to the test area to wait in line.

(3) if you buy a capsule in the purchase area, the salesperson will often promote other unpurchased flavor capsules and ask the customer if they want to try it, if they say they want to try it, or if the customer offers to try a certain type of coffee, the service staff will give you a trial list, and you can ask for coffee directly from the personnel in the test area without waiting in line.

3. The course of the dispute:

(1) in early June this year, friends who accompanied friends who returned from the United States to Taiwan to deal with family affairs had dinner in the Eastern District and stopped by the flagship store of A11 after dinner. at that time, it was a holiday and there was a lot of people, and we did not intend to try it. However, female attendant An in the exhibition area took the initiative to say whether he wanted to try it. Because my friend had not drunk it, I expressed my willingness to try it to A, and A quickly brought coffee. During the trial, A knew that I was a member and asked if he wanted to buy capsules today. I thought the stock on hand would only last until the end of the month. But at that time, I still needed to go somewhere else with my friends. It was really inconvenient to take a bunch of capsules. He replied that he would buy them with APP. A then said that he hoped I could come to the store to buy them, thinking that the service of A was very good, so he promised to come again before the end of the month.

(2) on a working day at the end of June, I made a special trip to the flagship store of A11 by MRT during my lunch break. When I entered the store, there were no guests in the purchase area on the left, and the sales staff were chatting in the rear; the display area in the middle did not have any service staff at this time; at first glance, there seemed to be three groups of guests in the tasting area on the right, and no one was waiting in line to try the drink. At that time, due to repeated e-mail or APP notification from the company, there was a summer new flavor capsule on the market, and the store's display area was also full of the new product display, so I took the initiative to tell the male service staff B in the trial drinking area that they wanted to try the flavor coffee. B replied that if they wanted to try it, please wait in line, and then I found a couple of young people waiting for a trial drink. Because of the limited rest time, I had to rush back to work and told B that I was here to buy capsules. B then took out the purchase form from under the bar to help me fill it out. I told B that all the types of capsules I wanted to buy had been determined. I just want to try the new flavor coffee promoted by your company so that I can decide whether or not to buy it together. Please give me a cup of coffee if it is convenient for him. When B heard this, he immediately put away the purchase order and replied, "Please wait in line." immediately I froze and said to B, "my time is limited. If you don't want to, I'll leave and not buy it." B smiled and replied, "Thank you." I had to rush back to work. At this time, the scenery in the store is that the staff in the sales area continue to chat in the corner, and the display area is empty. In addition to a few service staff in the trial drinking area, there are several service staff who do not know where the responsibility area is behind the bar, laughing and chatting behind the bar.

(3) make use of the time to complain to the customers of the company in the afternoon, and received a call from customer service C the next day saying that there was a real thing that day, customer service staff B of the store was serving customers for a trial drink, and it was reasonable to stop serving other guests, that is, they should not assist me in filling out the purchase form, but because B considered that I was in a hurry, based on serving customers, I made an exception to assist and so on. I explained to C that the store was based on the principle of queuing for trial drinks, but there were also the aforementioned exceptions. At that time, it was not a holiday, there were few guests in the store, and there were no long queues in the tasting area. I didn't want to jump the queue, and it also indicated that time was limited. Since all the tasting customers in front of the bar have already got coffee, the machine is empty, and the service staff B is also waiting for the result of the trial, if the SOP served by your hotel is one to one, then B should not use the gap in front of the service to assist me in writing the purchase list. And if your company's SOP allows B to serve other guests, then if you have time to explain to me that it would be better to use less than one minute to get me a cup of coffee without affecting the guests who have already served and causing the guests in the queue to look bad. Why B just doesn't want to? since I have already indicated that I want to buy it, I can ask the sales area staff to help me choose and buy it in the sales area, and then use the aforementioned tasting way (3) to solve the problem. Moreover, according to C, there should be service staff in the exhibition area at any time, but it was empty at that time. When there is a dispute among customers in the store, the manager and other supervisors should come forward to understand the situation, but no one came out at that time. Except for B and some of the service staff in the trial area, all were chatting, not to mention a supervisor would come forward. C replied that when the store manager D was out for a meeting, he knew about the dispute because B took the initiative to explain to D before the customer complained. I said that since B did not think that there was any non-compliance with the company's service regulations, why should he take the initiative to explain to D? Even if D is not in the store, is there no other acting supervisor to handle it? And what is the correct service SOP of your store? Is B's service appropriate?

(4) so far, C has been unable to answer my question, but apologized to me, and I replied: "are you apologizing for B's service not complying with SOP, or because I feel bad?" She spoke to him from left to right and did not give a direct answer. Later, he offered to help me buy it over the phone, and the shipping terms changed from buying the same 10 free shipments as APP to an exception of 5 free shipments (this is the minimum condition that the company has ever had in online shopping), but still refused to say or review whether B's services are in line with the company's practices. I said that each purchase is at least 10 items, and the APP can be purchased and shipped free, and it will be delivered the next day. I don't need your help to buy it on the phone. In order to test the sincerity of the company, I told C that I would buy one free of shipment first. C of course refused, but after nearly an hour of telephone attack and defense, C agreed, but further understanding found that C wanted to be private and sent it to me at the post office with his own money, which was rejected by me. As for the part where I mentioned that the store wanted to try the new flavor, C said that you could tell me where the nearest test area to my home was, and asked me to come again, but I refused, indicating that I had spent time and transportation expenses to go to your store to buy it for the sake of my commitment to your service staff A. now, can't you compare your heart to heart and send me a cup of the new flavor coffee or "a" capsule (I would suggest this? Because my colleague is also a user of this brand, the company once sent her a capsule to try. I want one, not one, please enlarge my eyes. I simply want to decide whether to buy the new product before ordering. C flatly refused. Well, I say I can run again, but this time I don't have to wait in line, right? C still refused. After that, she said that she could only serve on the phone until 7 o'clock and didn't want to waste my time. She asked me to stay in a good mood after work on Friday and hung up without my consent.

4. Conclusion: on the day of the incident, DHL offered to compensate me because a package delivered in Japan was late and promised to send it to the designated place before 5 p.m. That day. At less than three o'clock in the afternoon, the goods arrived at our company. Immediately, the freight driver said that DHL asked him to take a special trip to Taoyuan to pick up my parcel. This was the first time he had met him. His car was so big, and this trip was just to pick up the package. The freight cost was 1600 yuan, which was borne by DHL, but the value of this package was less than 500yuan. However, DHL was praiseworthy for goodwill, at all costs. Less than three minutes after receiving the package, I called me to confirm whether there was a problem with the condition of the goods. I immediately gave up my claim for compensation and asked them to review the deficiency this time. The other party also said that the specific proposal I put forward was very good and would be discussed every month. It is also a large international company. by comparison, the former obviously does not have the bearing that a big company should have. it has the money to invite big stars to advertise, but it has no intention to review its own service contradictions, nor does it care about it.

At the beginning of July, the capsules on hand had been used up. I ordered 10 capsules online, including the new flavor capsules that I said I had not tried. In early August, I decided to sell the machine. It was published on the auction website that the brand cup group + several unfinished capsules + coffee machine were sold painfully at a price of about 1x4. From then on, I refused to come and go. In late July, I also bought a Dilange 28.466 automatic coffee machine from Germany to match the coffee beans bought in San Francisco. Now even the wife who doesn't like coffee very much has a cup every day and has a good time.

Postscript:

1. It was replied that I just wanted to jump the queue. Presumably this station friend has not read my description completely. It is true that the electric store has to wait in line for a trial drink, but it already has a way of testing drink without having to wait in line. When I arrived at the store that day, I didn't see anyone waiting in line at all. It wasn't until I asked about it that the service staff said that there was a group of guests waiting for me to wait in line, not to mention that my situation was consistent with the situation that I didn't have to wait in line to buy a trial drink. If I wanted to jump the queue, why should I tell him to go directly to the purchase area and ask the service staff to give me a trial drink list? why jump the queue and please see the facts first?

2. There is a reply that this is a small matter, and I think so, but what I want to express is the attitude of large companies with small noses and small eyes and the attitude of handling customer complaints, that is, a simple small matter, but it can make customers uncomfortable. Is this the attitude that international companies should have? Make yourself look like a roadside stall.

3. There was a reply that the store should have its own SOP and so on. I asked customer service, she said yes, but when I questioned what is a regular SOP? If the other party does not say, he just says that he will convey my query to the store. Will it be included in the review? there is no answer, so whose question is it?. Besides, I want a concave gift? What do you want to concave? The capsule of Xinfeng flavor is only 24 yuan each, not to mention the time it takes me to get to and from the store. The fare for a round trip to and from the MRT is more than 24 yuan, and there is no money to try it. If you want to drink a few, you can drink a few, but tentatively ask the other party to provide a trial drink of a capsule for reference. Is it too much?

4. Shortage of manpower? Will you? The shop is full of people only on holidays. It has never been left out on holidays, and there are few guests on weekdays. Do the service staff only need to go to work on weekends? I also said that on that day, only a few service staff (about 3) in the bar area of the trial drinking area were serving the guests, the others were chatting, and the exhibition area was singing empty city tricks, so the manpower was tight? And I never thought I was VIP, and I obeyed what the shop's operating procedures were. Moreover, I have used the queuing-free mechanism I mentioned on holidays, let alone on normal days.

5. I agree that the corporate culture is different, but respecting the guest language is the same principle for the service industry. has Nespresso done this? The customer complained that the customer service was in a hurry to get off work and hung up the phone. is this a public organ? The official prestige is so great, can we not be angry?

6. Is there something wrong with my expression ability or the reading ability of some station friends? If queuing is the only way to try a drink in this store, if you want to say that I cut in line, I will be fine, but there are other ways to avoid queuing in this store. Am I annoyed that I failed to jump the queue? In the past, the Lan Ramen incident was portrayed as a rich man who could jump the queue and give priority to those who are willing to spend extra money abroad, such as Universal Studios' rapid customs clearance. I was in line with the store's so-called exception, and I politely asked the service staff for assistance, and there was no one in line when I arrived, so instead, I was jumping the queue? If at that time, like the holidays, there were many customers waiting in line for purchase in the purchasing area, and the assistance of this staff member of the trial drinking area in filling out the purchase form, so that I did not have to wait in the queue in the purchasing area, could he be regarded as encouraging queue jumping? be rather baffling.

7. You don't have to wait in line to buy capsules, which is the store's rule. Isn't that clear? Is Chinese difficult to understand? If you don't believe it, you can try it yourself. moreover, at first, I entered the store when no one was waiting in line. I originally wanted to ask the service staff in the display area about the characteristics of the new product, but there was a skylight over there. I went back and told the service staff in the drinking area that I wanted to try it. Where should I jump the queue? The customer service immediately called me and just wanted to apologize. I asked the other party to know the facts before judging the right or wrong, not the customer. I also said that I did not want any compensation plan, as long as the other party gave a reasonable explanation, the other party suddenly said that he would assist in the purchase. And the conditions are compared with the general conditions, the theory is willing to release the bottom line, this is called sincerity to solve? Besides, what do I have to concave? At the beginning, the other party asked me not to use APP to buy, hoping that I would go to the store to buy, and finally let me run for nothing, why should I run again? When I was asked to go to a tasting spot closer to me on the phone, I said that I didn't have to wait in line in the past tense, right? The other party still refused. Because there is still a willingness to buy a new product, it is too much to ask for "one" trial capsule instead.

8. What is the exception? The store itself stipulates that there is no queue for shopping and trial drinks, and there is no queue for products introduced by the staff in the display area. If this is an exception, it is also set by the store itself, which is inexplicable. If you want to support the brand, please skip it if you don't want to see it.

9 is another wild guess of a person who has never been there. The shop will not limit the length of stay of guests for trial drinks. as long as guests want to try a variety of coffee and even ask questions, the store will not rush people; I stayed for more than two minutes that day, during which no one left the bar. How did you get your two minutes? I said, if you don't want to see it, don't force it, please don't waste your precious time.

Original address: https://www.mobile01.com/topicdetail.php?f=640&t=5257626