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Store - Nice. Admin and Follow-up - - - Unacceptably Bad.
Three Lakes Winery的点评
点评： On August 1, we ordered two cases of wine in the store, to be sent to a friend in Washington, DC. On September 13, that friend still had not received the wine. On September 14, I called Three Lakes Winery (TLW) at the number listed on the receipt (715-388-7434), and a recorded message told me that this number was not programmed to receive calls. I then found a different number on the Internet (715-490-5938) and called it. I had to leave a message; about 10 minutes later, a woman named Carol called back and asked how she could help me. I told her the problem and asked her where the wine was and what TLW was going to do to fix this problem. Carol had a hard time finding the order. When she did, she stated that she was not directly involved in the sale but had heard about this order's problem - had heard someone say that TLW does not ship chocolate wine because they do not make it. She also read a note on the order that TLW had called us on August 3 and left a message. I stated that we'd received no messages from TLW on August 3: our first contact with them since August 1 was my phone call to them on September 14.
Carol said she'd have Emily call us back "right away" to give us more details and work out the problem. I waited for that call for more than 3 hours and then had to finish some other work. This afternoon (September 15), almost 24 hours later, I called TLW and asked to speak to Emily. She stated the same things that Carol had said: TLW does not ship chocolate wine, and they'd called us on August 3 and left a message. She also stated that, on August 7, TLW refunded to us the money we'd paid for the ordered wine because they hadn't heard back from us. Emily asked whether I'd received the refund, and I said, "I don't know. I'll have to check my credit card statement because we've been waiting for that wine since August 1." I reiterated that we had received no messages from them on August 3. I also asked her why no one from TLW had called us again on, for example, August 7 or 10, given that they had not heard from us in about a week. I noted that, with businesses with whom I've dealt, those businesses will call again if they haven't heard from us in 5 to 7 days; and this was what I did at work. By not calling us again and reputedly issuing a refund, TLW had taken the choice away from us to change the order or order again. I asked Emily what TLW was going to do to make their name good with us again, emphasizing the fact that we like the TLW wine, look forward to going to TLW when we are in the area (we come from near Washington, DC), and were so much looking forward to sharing this wine with our friend. I asked, "If TLW doesn't ship chocolate wine, why didn't somebody tell us this when we paid for the wine?" Emily apologized for this mistake.
I noted to Emily that I'd already told my husband about this problem and he'd said to just cancel the order. (I have since found out that, yes, TLW has refunded the money for the wine ordered.) After apologizing for the mix-up with messages and lack of communication about chocolate wine, Emily said that, if I wanted to re-order the wine, I could do so online, as that is the best place to find out which wines they can and cannot ship. I stated I would have to talk to my husband about that and would have a hard time convincing him to even go into Three Lakes Winery again: he did not like being treated like a second-hand set of clothes. Emily said, "I'm sorry for that. Customers are number one with us, and we don't want you to feel that way."
My husband does not want to order from Three Lakes Winery again. In fact, he said he could care less if he ever goes there again. What a shame. We both looked forward to going there, to helping support a local business by buying their good wine - and now we see that they treat customers no better than a "big-box" store in a big city.
Three Lakes Winery has some administrative problems they must fix. One - they need to make more than one effort to contact a customer, if they don't hear from the customer in a few days. Two - they need to keep their word about calling people back "right away." Three - if they can't ship wine, they need to ensure that their staff knows this and tells the customer; they also should post signs to that effect, where the wine is. Four - the phone numbers written on the receipts must work.
There are two good things to note: TLW did refund the money for the wine ordered (although it is apparent from the receipt that they under-refunded by about $22), and the employees in the shop are very nice and helpful.
Three Lakes Winery needs to expend the true effort to contact us (and not the other way around) to prove that they mean what they say - "Customers are number one with us." We will see what happens.
Carol said she'd have Emily call us back "right away" to give us more details and work out the problem. I waited for that call for more than 3 hours and then had to finish some other work. This afternoon (September 15), almost 24 hours later, I called TLW and asked to speak to Emily. She stated the same things that Carol had said: TLW does not ship chocolate wine, and they'd called us on August 3 and left a message. She also stated that, on August 7, TLW refunded to us the money we'd paid for the ordered wine because they hadn't heard back from us. Emily asked whether I'd received the refund, and I said, "I don't know. I'll have to check my credit card statement because we've been waiting for that wine since August 1." I reiterated that we had received no messages from them on August 3. I also asked her why no one from TLW had called us again on, for example, August 7 or 10, given that they had not heard from us in about a week. I noted that, with businesses with whom I've dealt, those businesses will call again if they haven't heard from us in 5 to 7 days; and this was what I did at work. By not calling us again and reputedly issuing a refund, TLW had taken the choice away from us to change the order or order again. I asked Emily what TLW was going to do to make their name good with us again, emphasizing the fact that we like the TLW wine, look forward to going to TLW when we are in the area (we come from near Washington, DC), and were so much looking forward to sharing this wine with our friend. I asked, "If TLW doesn't ship chocolate wine, why didn't somebody tell us this when we paid for the wine?" Emily apologized for this mistake.
I noted to Emily that I'd already told my husband about this problem and he'd said to just cancel the order. (I have since found out that, yes, TLW has refunded the money for the wine ordered.) After apologizing for the mix-up with messages and lack of communication about chocolate wine, Emily said that, if I wanted to re-order the wine, I could do so online, as that is the best place to find out which wines they can and cannot ship. I stated I would have to talk to my husband about that and would have a hard time convincing him to even go into Three Lakes Winery again: he did not like being treated like a second-hand set of clothes. Emily said, "I'm sorry for that. Customers are number one with us, and we don't want you to feel that way."
My husband does not want to order from Three Lakes Winery again. In fact, he said he could care less if he ever goes there again. What a shame. We both looked forward to going there, to helping support a local business by buying their good wine - and now we see that they treat customers no better than a "big-box" store in a big city.
Three Lakes Winery has some administrative problems they must fix. One - they need to make more than one effort to contact a customer, if they don't hear from the customer in a few days. Two - they need to keep their word about calling people back "right away." Three - if they can't ship wine, they need to ensure that their staff knows this and tells the customer; they also should post signs to that effect, where the wine is. Four - the phone numbers written on the receipts must work.
There are two good things to note: TLW did refund the money for the wine ordered (although it is apparent from the receipt that they under-refunded by about $22), and the employees in the shop are very nice and helpful.
Three Lakes Winery needs to expend the true effort to contact us (and not the other way around) to prove that they mean what they say - "Customers are number one with us." We will see what happens.
翻译： 8月1日，我们在店里订了两箱酒，准备寄给华盛顿特区的朋友。 9月13日，那位朋友还没有收到酒。 9 月 14 日，我拨打收据上列出的号码 (715-388-7434) 致电三湖酒庄 (TLW)，但一条录音信息告诉我，该号码未设置为接听电话。然后我在互联网上找到了另一个号码（715-490-5938）并拨打了它。我不得不留言；大约 10 分钟后，一位名叫卡罗尔的女士回电询问她可以如何帮助我。我告诉她问题并问她酒在哪里以及 TLW 将采取什么措施来解决这个问题。卡罗尔很难找到订单。当她这样做时，她表示她没有直接参与销售，但听说过该订单的问题 - 听到有人说 TLW 不运送巧克力酒，因为他们不生产巧克力酒。她还看到了 TLW 8 月 3 日给我们打电话并留言的订单说明。我说我们在 8 月 3 日没有收到 TLW 的任何消息：自 8 月 1 日以来我们第一次与他们联系是我在 9 月 14 日给他们打电话。
卡罗尔说，她会让艾米丽“立即”给我们回电话，向我们提供更多详细信息并解决问题。我等了这个电话三个多小时，然后还要完成一些其他工作。今天下午（9 月 15 日），差不多 24 小时后，我打电话给 TLW，要求与 Emily 通话。她说的和卡罗尔说的一样：TLW 不运送巧克力酒，他们在 8 月 3 日给我们打电话并留言。她还表示，8 月 7 日，TLW 退还了我们订购葡萄酒的钱，因为他们没有收到我们的回复。艾米丽问我是否收到了退款，我说：“我不知道。我得检查一下我的信用卡账单，因为我们从 8 月 1 日起就一直在等那瓶酒了。”我重申我们在8月3日没有收到他们的消息。我还问她为什么TLW没有人在8月7日或10日再次给我们打电话，因为他们已经大约一周没有收到我们的消息了。我注意到，对于与我打过交道的企业，如果他们在5到7天内没有收到我们的消息，他们会再次打电话给我们；这就是我在工作中所做的。 TLW 没有再给我们打电话，并且据称发放了退款，从而剥夺了我们更改订单或再次订单的选择权。我问 Emily TLW 打算做什么来让他们再次赢得我们的好感，并强调我们喜欢 TLW 葡萄酒，期待我们在该地区时去 TLW（我们来自华盛顿特区附近），非常期待与我们的朋友分享这款酒。我问：“如果 TLW 不运送巧克力酒，为什么我们在付钱时没有人告诉我们这一点？”艾米丽为这个错误道歉。
我向艾米丽指出，我已经告诉我丈夫这个问题，他说取消订单即可。 （我后来发现，是的，TLW 已经退还了订购酒的钱。） 在为混淆消息和缺乏关于巧克力酒的沟通道歉后，艾米丽说，如果我想重新订购葡萄酒，我可以在网上这样做，因为这是了解他们可以运送哪些葡萄酒和不能运送哪些葡萄酒的最佳地点。我说我必须和我丈夫谈谈这件事，而且很难说服他再次进入三湖酒庄：他不喜欢被当作一套二手衣服对待。艾米丽说：“对此我感到很抱歉。对我们来说，顾客是第一位的，我们不希望你有这种感觉。”
我丈夫不想再从三湖酒庄订购。事实上，他说如果他再去那里他就不在乎了。真丢脸。我们都期待着去那里，通过购买他们的优质葡萄酒来帮助支持当地企业 - 现在我们看到他们对待顾客的态度并不比大城市的“大卖场”商店更好。
三湖酒庄有一些必须解决的管理问题。第一 - 如果他们在几天内没有收到客户的消息，他们需要付出不止一次的努力来联系客户。第二，他们需要信守诺言，“立即”给人们回电。三 - 如果他们无法运送葡萄酒，他们需要确保他们的员工知道这一点并告诉客户；他们还应该在酒所在的地方张贴这样的标志。四 - 收据上写的电话号码必须有效。
有两件事值得注意：TLW 确实退还了所订购葡萄酒的钱（尽管从收据上可以明显看出，他们的退款少了约 22 美元），而且店里的员工非常友善且乐于助人。
三湖酒庄需要付出真正的努力来联系我们（而不是相反），以证明他们言出必行——“客户是我们的第一位”。我们将会看看会发生什么。
卡罗尔说，她会让艾米丽“立即”给我们回电话，向我们提供更多详细信息并解决问题。我等了这个电话三个多小时，然后还要完成一些其他工作。今天下午（9 月 15 日），差不多 24 小时后，我打电话给 TLW，要求与 Emily 通话。她说的和卡罗尔说的一样：TLW 不运送巧克力酒，他们在 8 月 3 日给我们打电话并留言。她还表示，8 月 7 日，TLW 退还了我们订购葡萄酒的钱，因为他们没有收到我们的回复。艾米丽问我是否收到了退款，我说：“我不知道。我得检查一下我的信用卡账单，因为我们从 8 月 1 日起就一直在等那瓶酒了。”我重申我们在8月3日没有收到他们的消息。我还问她为什么TLW没有人在8月7日或10日再次给我们打电话，因为他们已经大约一周没有收到我们的消息了。我注意到，对于与我打过交道的企业，如果他们在5到7天内没有收到我们的消息，他们会再次打电话给我们；这就是我在工作中所做的。 TLW 没有再给我们打电话，并且据称发放了退款，从而剥夺了我们更改订单或再次订单的选择权。我问 Emily TLW 打算做什么来让他们再次赢得我们的好感，并强调我们喜欢 TLW 葡萄酒，期待我们在该地区时去 TLW（我们来自华盛顿特区附近），非常期待与我们的朋友分享这款酒。我问：“如果 TLW 不运送巧克力酒，为什么我们在付钱时没有人告诉我们这一点？”艾米丽为这个错误道歉。
我向艾米丽指出，我已经告诉我丈夫这个问题，他说取消订单即可。 （我后来发现，是的，TLW 已经退还了订购酒的钱。） 在为混淆消息和缺乏关于巧克力酒的沟通道歉后，艾米丽说，如果我想重新订购葡萄酒，我可以在网上这样做，因为这是了解他们可以运送哪些葡萄酒和不能运送哪些葡萄酒的最佳地点。我说我必须和我丈夫谈谈这件事，而且很难说服他再次进入三湖酒庄：他不喜欢被当作一套二手衣服对待。艾米丽说：“对此我感到很抱歉。对我们来说，顾客是第一位的，我们不希望你有这种感觉。”
我丈夫不想再从三湖酒庄订购。事实上，他说如果他再去那里他就不在乎了。真丢脸。我们都期待着去那里，通过购买他们的优质葡萄酒来帮助支持当地企业 - 现在我们看到他们对待顾客的态度并不比大城市的“大卖场”商店更好。
三湖酒庄有一些必须解决的管理问题。第一 - 如果他们在几天内没有收到客户的消息，他们需要付出不止一次的努力来联系客户。第二，他们需要信守诺言，“立即”给人们回电。三 - 如果他们无法运送葡萄酒，他们需要确保他们的员工知道这一点并告诉客户；他们还应该在酒所在的地方张贴这样的标志。四 - 收据上写的电话号码必须有效。
有两件事值得注意：TLW 确实退还了所订购葡萄酒的钱（尽管从收据上可以明显看出，他们的退款少了约 22 美元），而且店里的员工非常友善且乐于助人。
三湖酒庄需要付出真正的努力来联系我们（而不是相反），以证明他们言出必行——“客户是我们的第一位”。我们将会看看会发生什么。
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