Future Shop Customer Service – Fail

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While in line today at the Future Shop customer service counter in Cambridge, Ontario, the clerk wondered aloud “why she had a job”.  Well I couldn’t agree with her more.  I just spent 30 minutes in line and for 20 minutes of that time the customer service rep was on the telephone dealing with personal insurance for her vehicle.  How do I know the call was about insurance?  I overheard her provide details to the person on the other end such as: the vehicle is a Ford, it is only a four cylinder, the insurance should be in her name because she is older which makes it cheaper.  There were several other details but I don’t remember those.

To be fair there were two people physically in line in front of me.  One required that the Future Shop manager, Christopher LaCroix, get involved as it was complicated return.  The other was a fairly straight forward return/purchase of a Satellite Radio system.  While still in line Mr. LaCroix offered to help the person behind me.  I pointed out that I was in line first only to be told that the lady in question had already been in line.  Had I known they would hold my place I would have went and done some shopping and come back.

Is this store really the best Futurshop in the district?

Is this store really the best Futurshop in the district?

Now that I brought it to Mr. LaCroix’s attention that I’ve been waiting for 20 minutes he decided the best course of action was to walk away.  He did not offer to help even after the other person had been serviced and while the customer service rep was still on the phone.  A fourth person was serviced before I was helped as he too was apparently in line before I was.  I doubt this is how managers at Future Shop are trained to handle this kind of situation.

It was finally my turn to be dealt with and my my issue was dealt with speedily and efficiently.  The customer service representative obviously knows what she is doing.   I’m guessing today was not her first day in customer service.

In light of this experience I’m wondering when it became acceptable for a customer service clerk to take a personal phone call instead of or while helping the people that buy from the store?  This store was very proud of being awarded best store in the district.  They even hung banners above their entrance.  Is this the kind of service that marks the best in district?  Wow, I’d hate to see what it’s like to shop in the worst Future Shop in the district.

[UPDATE]

December 1, 2009

I just got off the phone with the district manager from Future Shop.  He seemed genuinely interested in what I had to say and viewed it as a learning opportunity.  He was embarrassed by the situation and wants to make it right.   He indicated I’ll be hearing from the store manager soon.

  • http://www.observersarehere.com andrei

    customer service is definitely not what it used to be at any franchise. I think the fact that they won an award gives them a swollen head and an opportunity to slack.
    On a separate note, I personally avoid Future Shop as much as I can because of their poor customer service.

  • Kimberley

    Nice….I will keep that in mind when I am Christmas Shopping and stay away from Future Shop!

  • Sue

    The joys of retail…I spent many years in retail and although I am pretty sure we didn’t always have the best customer service, it still appalls me to see the way that customers are being treated. I guess maybe our expectations as customers are too high, after all, we only pay the wages that help to keep these people employed. I was waiting outside a store the other day watching while an employee was on the phone with what I can only assume to be a personal call while she waited on several customers …I was annoyed just watching her and I wasn’t even in the store.

  • Ali

    FUTURE SHOP has lost another customer for LIFE!!!
    It’s not a surprise to see poor service at the store level but I have recently had
    2 weeks of misery trying to get products I ordered online. I placed an order on December 25th as I am a retail manager myself and could not make it out BOXING DAY.
    To make a lng story short, I realized 2 days after placing my order that my order was put on hold as I checked the website. Why? something on the credit company’s file did not match our billing address entered. Well, after 2 hours on the phone with babling idiots, it was RESOLVED, only to find out again in 24 hours that the same problem had occured.
    Again, called in to get everything fixed. Now, 12 days later, I called them again tonight and I have been told that my order has to be re-entered into the system and that in 24 to 48 hours, I will get an email with an order confirmation. By the time I get my stuff, It will be closer to 20 days after order and 3 hours of my very valuable time gone! It was the LAST PURCHASE EVER AT THE FUTURE SHOP!!! If you can not run a business, step aside and let the professionals handle it!