Got a reply from Target. Here it goes:
Dear Casey Christofferson,
Thanks for contacting Target Corporation. Gregg Steinhafel, President and CEO, has asked that I look into your letter a bit further for you. Please accept our apologies for any frustration you've had. We've taken these comments very seriously and appreciate you taking the time share your feedback. It's feedback from guest's like you who helped us develop our new policy regarding price matching a competitor's AD. While previously this wasn't a service we could focus on, our guests have shown a renewed interest. That's why on July 12 we rolled out price matching policy for some printed advertisements. Check out the details here http://sites.target.com/site/en/company/page.jsp?contentId=WCMP04-040400 We know how important it is for our guests to receive the great guest service they expect from Target, and I've made sure your comments have been shared with our Store Operations team to have handy for future review.
Sincerely, David
Target Executive Offices
Sadly they passed this policy 9 days too late for my shopping experience. Believe me, if I could have had the ad with me I would have but on July 3rd that wasn't an acceptable alternative. I'll be interested in hearing more from their investigation.
C.
Wednesday, September 9, 2009
Tuesday, September 8, 2009
Re: Firkin and Bull
I recieved this email today. It was nice. It was apologetic. Although I will never visit this area location again, it made me feel a lot better about the upper management of the corporation as this came from up top. I did block out the names of the innocent here as the top executives were not the ones that treated us so poorly.
As I always say folks it's ALL about customer service. With a zillion different dining, entertainment, and retail experiences to choose from make sure you choose the ones that treat you like a king when you are in their establishment. Without further ado- the e-mail.
Good Morning Casey,
First all I am appalled that you had such an abominable experience at The Firkin and Bull, this is truly unacceptable and I will be taking this up with the local franchise. There is absolutely no excuse for this and I fully understand your aggravation and empathise with your frustration. Secondly, I do thank you for writing us and bringing this to our attention, it is too late to rectify your unfortunate experience however this will give us the opportunity to fully investigate and ensure we provide a far better Firkin Experience to all who grace our door in the future. I am positive you will be hearing from --------- who is the owner of this Pub but please know that this is not acceptable to us, we strive each and every day to offer the best possible food and friendly, efficient service to all and this is most disappointing. We have been in business for 21 years and have worked hard to expand and grow our concept and are proud of our offerings. I wish you and your family well and thank you for taking the time to write to us.
Best Regards,
--------------
As I always say folks it's ALL about customer service. With a zillion different dining, entertainment, and retail experiences to choose from make sure you choose the ones that treat you like a king when you are in their establishment. Without further ado- the e-mail.
Good Morning Casey,
First all I am appalled that you had such an abominable experience at The Firkin and Bull, this is truly unacceptable and I will be taking this up with the local franchise. There is absolutely no excuse for this and I fully understand your aggravation and empathise with your frustration. Secondly, I do thank you for writing us and bringing this to our attention, it is too late to rectify your unfortunate experience however this will give us the opportunity to fully investigate and ensure we provide a far better Firkin Experience to all who grace our door in the future. I am positive you will be hearing from --------- who is the owner of this Pub but please know that this is not acceptable to us, we strive each and every day to offer the best possible food and friendly, efficient service to all and this is most disappointing. We have been in business for 21 years and have worked hard to expand and grow our concept and are proud of our offerings. I wish you and your family well and thank you for taking the time to write to us.
Best Regards,
--------------
Monday, September 7, 2009
Target, Wichita Kansas, West Maple July 3rd, 2009
A little late getting this one up here but hey why not. I don't want people to think I am just disgruntled with one particular Wichita establishment or their service! People overall need a little training in business etiquette and im beginning to think service etiquette should be a 1 semester class offered to 2nd semester sophomores and first semester freshmen in american public schools. Come to think of it a little service etiquette should be required for the telephone operators hired by western companies who farm their call centers to oh... India?
To get to the this tale of shame let me back up by saying I used to love going to Target. Clean stores, no "Wal-creatures."
(Linking this because the actual site appears down) http://www.techcrunch.com/2009/09/04/people-of-walmart-some-of-you-should-look-in-the-mirror-before-you-walk-out-the-door/
What my wife and I did notice however, was easily spending $50 more at Target than we would have spent for the exact same items going to K-mart, Walmart, and the local (tho equally crass and crappy Dillons stores).
Anyhow a week before the 4th of July my mom is down helping out as my Dad is on business overseas and I was taking an awesome summer writing institute. Everyone gets on me for burning food one night on the grill so after 8 years it is deemed time to retire the old one.
Knowing the 4th is coming up I want to get one when they have their deals (usually the 1st-3rd of July). We go to a target and see a model from the flier for $150 but we see another one for 200 that is literally 10 times the grill the $150 model is. I say "yeah its probably at Walmart for 180.
The 3rd of July I go to Walmart out on Maize Road in Northwest Wichita and sure enough its 20 dollars cheaper but the General Manager had called all the Wally Worlds and advised their floor clerks to "go ahead and assemble" all the grills. I dont have a full on pickup, I have a small SUV. The box would fit but a fully assembled grill will not. I photo the price of the grill at Walmart and high tail it over to Target with my 6 year old daughter in tow.
Once there I find a sales associate and ask her if they price match. She says flatly NOT. I find this odd as I remember seeing Gregg Stienhafel (CEO of Target) on some news service talking about how Target had to compete with Walmart and Kmart and change perceptions of its prices.
In fact you can see an article talking about it here from the Wall Street Journal:http://online.wsj.com/article/SB124208790239908945.html
That was in May so it was pretty fresh in my mind.
The Rundown: Exact same make and model, Target's cost is $20 more than Walmarts but Target's is in the box. Logic would dictate the "constructed" item would cost more due to labor? Thats how most things work. Kits are cheaper than finished products.
Target: Does NOT price match. Thats what the sales associate tells me. I'm cool. I ask to talk to the store manager. A lady comes up. She claims to be THE store manager. The Ultimo Jefe if you will. I make mention of Mr. Steinhafel's claims of being more competitive. I ask her if she is willing to price match. She tells me no. She won't price match. It isn't company policy.
What? We get on the record saying we need to reach more customers and show that we are as competitive price wise but we dont price match. She says "We shop the other stores prices, then bring ours down accordingly.' I was like well look at my mobile, I "shopped" Walmart for you and its $20 less. Bring the price down.
She says "sorry we cant help you." I point out that we spend an average of $100 a month at their store and if thats really the final answer I can shop Walmart, Kmart, and Dillons for the same stuff and probably save the money but we like Target and would hate to do that, is this really your final answer on the matter, there is no "Manager discount" to make me a happy customer?
She says "well shop there if you want to, have a nice day."
I'm cool with that. Annoyed but policy is policy. Policy just shot a whole in Mr. Steinhafel's claim at his meeting with Target stores investors in May. What happened next blows me away.
This manager walks over to her "Team Members" hooks a thumb and a glance in my direction (while I am getting ready to leave with my daughter), says something to them, and they all start laughing at us. Yep. Mocking the "guests" is how we roll at Target on West Maple.
SO I go buy the last grill in the box at a different Walmart. I'm annoyed they wont price match but I am OFFENDED by her attitude and her decision to have a laugh at the stupid "guest" in front of his kid.
In this economy is anyone's employment THAT set in stone that they can afford to do this? Well... evidently at Target they can. I called their customer service line when I got home with my new grill and got to spend a good half hour on the phone with a "service rep" from you guessed it... India. I know right away this guy isn't going to help me. Nobody is at work in Target corporate of America on July 3rd. They got the day off. Nobody bothered calling me back.
I decided I'd throw this one out to the web for starters. Next I'm going to try and find Mr. Steinhafel's email and CC this blog to him, since I am sure he never heard a word of it.
How's that for customer service?
C.
To get to the this tale of shame let me back up by saying I used to love going to Target. Clean stores, no "Wal-creatures."
(Linking this because the actual site appears down) http://www.techcrunch.com/2009/09/04/people-of-walmart-some-of-you-should-look-in-the-mirror-before-you-walk-out-the-door/
What my wife and I did notice however, was easily spending $50 more at Target than we would have spent for the exact same items going to K-mart, Walmart, and the local (tho equally crass and crappy Dillons stores).
Anyhow a week before the 4th of July my mom is down helping out as my Dad is on business overseas and I was taking an awesome summer writing institute. Everyone gets on me for burning food one night on the grill so after 8 years it is deemed time to retire the old one.
Knowing the 4th is coming up I want to get one when they have their deals (usually the 1st-3rd of July). We go to a target and see a model from the flier for $150 but we see another one for 200 that is literally 10 times the grill the $150 model is. I say "yeah its probably at Walmart for 180.
The 3rd of July I go to Walmart out on Maize Road in Northwest Wichita and sure enough its 20 dollars cheaper but the General Manager had called all the Wally Worlds and advised their floor clerks to "go ahead and assemble" all the grills. I dont have a full on pickup, I have a small SUV. The box would fit but a fully assembled grill will not. I photo the price of the grill at Walmart and high tail it over to Target with my 6 year old daughter in tow.
Once there I find a sales associate and ask her if they price match. She says flatly NOT. I find this odd as I remember seeing Gregg Stienhafel (CEO of Target) on some news service talking about how Target had to compete with Walmart and Kmart and change perceptions of its prices.
In fact you can see an article talking about it here from the Wall Street Journal:http://online.wsj.com/article/SB124208790239908945.html
That was in May so it was pretty fresh in my mind.
The Rundown: Exact same make and model, Target's cost is $20 more than Walmarts but Target's is in the box. Logic would dictate the "constructed" item would cost more due to labor? Thats how most things work. Kits are cheaper than finished products.
Target: Does NOT price match. Thats what the sales associate tells me. I'm cool. I ask to talk to the store manager. A lady comes up. She claims to be THE store manager. The Ultimo Jefe if you will. I make mention of Mr. Steinhafel's claims of being more competitive. I ask her if she is willing to price match. She tells me no. She won't price match. It isn't company policy.
What? We get on the record saying we need to reach more customers and show that we are as competitive price wise but we dont price match. She says "We shop the other stores prices, then bring ours down accordingly.' I was like well look at my mobile, I "shopped" Walmart for you and its $20 less. Bring the price down.
She says "sorry we cant help you." I point out that we spend an average of $100 a month at their store and if thats really the final answer I can shop Walmart, Kmart, and Dillons for the same stuff and probably save the money but we like Target and would hate to do that, is this really your final answer on the matter, there is no "Manager discount" to make me a happy customer?
She says "well shop there if you want to, have a nice day."
I'm cool with that. Annoyed but policy is policy. Policy just shot a whole in Mr. Steinhafel's claim at his meeting with Target stores investors in May. What happened next blows me away.
This manager walks over to her "Team Members" hooks a thumb and a glance in my direction (while I am getting ready to leave with my daughter), says something to them, and they all start laughing at us. Yep. Mocking the "guests" is how we roll at Target on West Maple.
SO I go buy the last grill in the box at a different Walmart. I'm annoyed they wont price match but I am OFFENDED by her attitude and her decision to have a laugh at the stupid "guest" in front of his kid.
In this economy is anyone's employment THAT set in stone that they can afford to do this? Well... evidently at Target they can. I called their customer service line when I got home with my new grill and got to spend a good half hour on the phone with a "service rep" from you guessed it... India. I know right away this guy isn't going to help me. Nobody is at work in Target corporate of America on July 3rd. They got the day off. Nobody bothered calling me back.
I decided I'd throw this one out to the web for starters. Next I'm going to try and find Mr. Steinhafel's email and CC this blog to him, since I am sure he never heard a word of it.
How's that for customer service?
C.
Update: Firkin and...
Got an email back from the local district manager who claims to have been on vacation. He says he made a copy of the email and is taking it personally to the local franchise owner.
Shall see what happens/if anything. Remember, I am not asking for a refund of any sort. I am merely hoping that nobody else has the same experience that my family had.
C.
His email was very courteous which was nice, and paints a picture of the mice playing while the cat was away.
Shall see what happens/if anything. Remember, I am not asking for a refund of any sort. I am merely hoping that nobody else has the same experience that my family had.
C.
Thursday, September 3, 2009
Firkin and Bull, Wichita, Kansas
This is the email I sent to the "Firkin" company's corporate website email address. Firkin is appropriate because the website is Firkin annoying.
To the President, CEO, and Board of Directors, "Firkin" North American restaurant chain.
It is with absolute disappointment that I write this email today indicating my absolutely deplorable experience at your Wichita Kansas Firkin and Bull Pub and Restaurant.
I will further preface the following letter with the fact that I worked at a similar "themed" bar and grill type establishment for four and a half years while I was a college student as a prep cook and assistant kitchen manager so I am intimately familiar with the In's and outs of the "bar and grill" business.
This evening I decided to treat my wife and daughter to dinner out. As you can imagine, with a plethora of dining experiences to offer in the greater Wichita, Kansas, metropolitan area and a largely depressed North American economy, I am fortunate to have the opportunity to sample fine dining at about any establishment I could choose but I do want to get the best value and dining experience for my hard earned money.
Having seen the Firkin and Bull featured on a program with a local television celebrity, I thought it would be nice to fore go some of our usual haunts and try something new.
We arrived at the restaurant at roughly 5:20 PM, which is fairly early by "dinner rush" standards in this area, and found the establishment to be nearly empty. We waited by the door for a few minutes to be seated before a waiter came by and led us to a table. Although the restaurant was nearly empty we were immediately relegated to a seat in the rear of the restaurant near the restrooms. In my experience this seldom bodes well for the customer when a restaurant is near empty.
I immediately asked for six chicken wings that were on special and we all asked for waters. I knew I wanted to try out the wings after having seen the television program featuring the restaurant's "chef".
The waiter came by three times before our water actually showed up.
I then had to waive him over to put in our food order because I got the feeling he was distracted by his ONLY other table and whatever interesting conversation was going on by the bar that was so important for him that had him distracted when we arrived.
I didn't want to cause an issue. You must understand I am NOT a pushy customer, I tend to be very polite to wait staff as there is always fear of the old adage "rude to the waiter equals spit in your food." Though I have never done this personally there are enough videos of such antics on YOUTUBE to prove that it happens. Likewise if I receive EXCELLENT service I commend the wait staff and offer tips often in excess of the expected 15%.
Our order was a firkin burger, a kids pizza and buffalo blue cheese wraps which were also the Thursday night special. We waited. We watched. The wings came I ate them. We waited more. and Watched. Another table sat, ordered, and received their order before our meals came out.
We waited a bit more. An hour had passed since we walked in the door and 45 minutes since the wings had come, been eaten and their plate cleared. My water was empty. My daughter was hungry. My wife was pissed! I was pissed. I checked to see if I had $3 dollars and change to pay for the wings.
The waiter had said a half hour ago that "our order should be right up. As I checked my wallet for cash, a cook came from the kitchen and filled his drink at the bar. My water was empty and my food was absent but the cook got a drink? What? When I was a cook this would not have happened. This SHOULD not have happened.
My wife and daughter went to the car. I went to the bar and asked for change. Suddenly the waiter was wondering what was wrong? I said where's my food? Never mind I'm paying for the wings and we are leaving. Its obviously so busy with three waiters, a bar tender and a total of 4 tables and two at the bar that your too busy to take care of my dinner. That's cool, I can eat anywhere I want.
The bartender came around the bar, introducing himself as the manager on duty. I don't care about that. I don't care about the food. I just want change to pay for my wings. I ate them. I will pay for them. The waiter is like "Oh they are on me, my bad".
Certainly sir, I worked at restaurants for years. Your bad. Maybe its the location. I had bad service in the same building when it was a Famous Dave's. I don't know why. Regardless, as I told them, since it was SO busy I could understand how they could forget us and since our order was so complicated, being the SPECIAL a BURGER, and a kids pizza how could the kitchen NOT have been overwhelmed?
The bartender just couldn't imagine how this could have happened. That didn't really surprise me considering how the pair of middle aged ladies slurping down their beers at the bar couldn't help but giggle uncomfortably as I quietly and calmly described my wondrous experience at the Firkin and Bull.
I left my three dollars on the bar and left. Six chicken wings and a glass of water later and an hour of my life I will NEVER get back is far more than I had intended to spend.
Fear not, to avoid this situation happening in the future, I will never darken the door of another "Firkin and" establishment again. I am also inspired to start a blog reviewing this experience along with other such positive dining and service oriented experiences in the area. Thank you for that!
Judging by the bumper to bumper and wall to wall customers at the Wichita New Market Square establishment, others have shared in the "wonderful" service that the "Firkin and Bull" provides and I will be further supporting the employees future endeavors in the form of taxes paid into unemployment insurance and higher bank rates thanks to ultimate bankruptcy and foreclosure of the establishment. I think that is probably what burns my behind the most. Bad service, I didn't get what I WANTED to pay for and I will get what I DON'T want in the end.
I do know this. Your staff needs to take a field trip to the Outback Steakhouse in Wichita, or to the Granite City Brewery right up the road. Their staff is very courteous and very customer oriented, and very much in charge of their situation.The manager of Granite City makes a point of visiting at every table in her restaurant to see how you are doing and if your order is to their exacting specifications.
Likewise another chain, Old Chicago (where we eventually ate) had their "stuff" together and had our needs taken care of without question or delay and they were much busier (Indeed bumper to bumper and wall to wall customers). They were happy to serve us and I was happy to spend my money there and leave a substantial tip.
I know you will probably reply with a form letter and if a human reads this there will be another letter telling me how sorry you are, but trust me, no one is more sorry than my family and I that we had to endure a not so fun night out together.
Yours Truly,
Casey W. Christofferson
To the President, CEO, and Board of Directors, "Firkin" North American restaurant chain.
It is with absolute disappointment that I write this email today indicating my absolutely deplorable experience at your Wichita Kansas Firkin and Bull Pub and Restaurant.
I will further preface the following letter with the fact that I worked at a similar "themed" bar and grill type establishment for four and a half years while I was a college student as a prep cook and assistant kitchen manager so I am intimately familiar with the In's and outs of the "bar and grill" business.
This evening I decided to treat my wife and daughter to dinner out. As you can imagine, with a plethora of dining experiences to offer in the greater Wichita, Kansas, metropolitan area and a largely depressed North American economy, I am fortunate to have the opportunity to sample fine dining at about any establishment I could choose but I do want to get the best value and dining experience for my hard earned money.
Having seen the Firkin and Bull featured on a program with a local television celebrity, I thought it would be nice to fore go some of our usual haunts and try something new.
We arrived at the restaurant at roughly 5:20 PM, which is fairly early by "dinner rush" standards in this area, and found the establishment to be nearly empty. We waited by the door for a few minutes to be seated before a waiter came by and led us to a table. Although the restaurant was nearly empty we were immediately relegated to a seat in the rear of the restaurant near the restrooms. In my experience this seldom bodes well for the customer when a restaurant is near empty.
I immediately asked for six chicken wings that were on special and we all asked for waters. I knew I wanted to try out the wings after having seen the television program featuring the restaurant's "chef".
The waiter came by three times before our water actually showed up.
I then had to waive him over to put in our food order because I got the feeling he was distracted by his ONLY other table and whatever interesting conversation was going on by the bar that was so important for him that had him distracted when we arrived.
I didn't want to cause an issue. You must understand I am NOT a pushy customer, I tend to be very polite to wait staff as there is always fear of the old adage "rude to the waiter equals spit in your food." Though I have never done this personally there are enough videos of such antics on YOUTUBE to prove that it happens. Likewise if I receive EXCELLENT service I commend the wait staff and offer tips often in excess of the expected 15%.
Our order was a firkin burger, a kids pizza and buffalo blue cheese wraps which were also the Thursday night special. We waited. We watched. The wings came I ate them. We waited more. and Watched. Another table sat, ordered, and received their order before our meals came out.
We waited a bit more. An hour had passed since we walked in the door and 45 minutes since the wings had come, been eaten and their plate cleared. My water was empty. My daughter was hungry. My wife was pissed! I was pissed. I checked to see if I had $3 dollars and change to pay for the wings.
The waiter had said a half hour ago that "our order should be right up. As I checked my wallet for cash, a cook came from the kitchen and filled his drink at the bar. My water was empty and my food was absent but the cook got a drink? What? When I was a cook this would not have happened. This SHOULD not have happened.
My wife and daughter went to the car. I went to the bar and asked for change. Suddenly the waiter was wondering what was wrong? I said where's my food? Never mind I'm paying for the wings and we are leaving. Its obviously so busy with three waiters, a bar tender and a total of 4 tables and two at the bar that your too busy to take care of my dinner. That's cool, I can eat anywhere I want.
The bartender came around the bar, introducing himself as the manager on duty. I don't care about that. I don't care about the food. I just want change to pay for my wings. I ate them. I will pay for them. The waiter is like "Oh they are on me, my bad".
Certainly sir, I worked at restaurants for years. Your bad. Maybe its the location. I had bad service in the same building when it was a Famous Dave's. I don't know why. Regardless, as I told them, since it was SO busy I could understand how they could forget us and since our order was so complicated, being the SPECIAL a BURGER, and a kids pizza how could the kitchen NOT have been overwhelmed?
The bartender just couldn't imagine how this could have happened. That didn't really surprise me considering how the pair of middle aged ladies slurping down their beers at the bar couldn't help but giggle uncomfortably as I quietly and calmly described my wondrous experience at the Firkin and Bull.
I left my three dollars on the bar and left. Six chicken wings and a glass of water later and an hour of my life I will NEVER get back is far more than I had intended to spend.
Fear not, to avoid this situation happening in the future, I will never darken the door of another "Firkin and" establishment again. I am also inspired to start a blog reviewing this experience along with other such positive dining and service oriented experiences in the area. Thank you for that!
Judging by the bumper to bumper and wall to wall customers at the Wichita New Market Square establishment, others have shared in the "wonderful" service that the "Firkin and Bull" provides and I will be further supporting the employees future endeavors in the form of taxes paid into unemployment insurance and higher bank rates thanks to ultimate bankruptcy and foreclosure of the establishment. I think that is probably what burns my behind the most. Bad service, I didn't get what I WANTED to pay for and I will get what I DON'T want in the end.
I do know this. Your staff needs to take a field trip to the Outback Steakhouse in Wichita, or to the Granite City Brewery right up the road. Their staff is very courteous and very customer oriented, and very much in charge of their situation.The manager of Granite City makes a point of visiting at every table in her restaurant to see how you are doing and if your order is to their exacting specifications.
Likewise another chain, Old Chicago (where we eventually ate) had their "stuff" together and had our needs taken care of without question or delay and they were much busier (Indeed bumper to bumper and wall to wall customers). They were happy to serve us and I was happy to spend my money there and leave a substantial tip.
I know you will probably reply with a form letter and if a human reads this there will be another letter telling me how sorry you are, but trust me, no one is more sorry than my family and I that we had to endure a not so fun night out together.
Yours Truly,
Casey W. Christofferson
About this Blog
After yet another absolutely mind numblingy bad experience in the realm of customer service here in Wichita, Kansas, I have decided to start this blog to document my varied and wonderous experiences! Perhaps you can use this blog as a guide to make better decisions in the realm of dining, shopping, and entertainment in the greater Wichita Metropolitan Area!
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