BOOS & BOUQUETS

Boo to Nelson's Drug Store

About a month ago, I went to Nelson's Drug Store in Cross Roads to fill a prescription.

There was a line with about five persons, including myself. The person who was fourth in line asked the person at the front of the line to ask the pharmacist if they had a particular drug. The pharmacist checked the computer and told her yes. The gentleman asked if he could go and cash now as they have what he wanted. The pharmacist told him he had to wait his turn to get the total cost of the drug before going to the cashier.

The woman at the front said it was OK, he could go ahead and give him the receipt so he could cash. The pharmacist said, "You believe your little money can pay me?" I asked, 'What's all of that for?' I told her 'that was rude, what you say was not called for, why go there?' Then the argument started.

The pharmacist stopped dispensing drugs and said she was taking her lunch break. We had to wait for about 10 minutes before another pharmacist came. He didn't even apologise, he just told us that we may write whatever complaints we had on the back of our receipts and leave them at the window.

What I want to know is, what happened to good customer service?

Boo Devon House ice cream, Island Village

I was extremely upset and perturbed after visiting Island Village's Devon House Ice Cream in Ocho Rios on July 17, at about 7:45 p.m.

A friend and I went to purchase ice cream after visiting the cinema. We decided to have one scope on a cone and a three-ounce serving. I went to the cashier and paid her. However, I realised that the three-ounce would not be enough and decided to change my order to a cone selection (I was still standing at the cashier and had not received my order as yet).

When she handed me the receipt, I told her that I wanted my order changed to two cones. She flatly refused, telling me that company policy stipulates that once the receipt comes out of the machine, the transaction is final and changes cannot be made to the order. I was totally upset and asked her where was the sign that would notify customer of such (of course, there was no such sign).

I was frustrated; I cannot believe that a man-made machine cannot be voided and enable changes. This made no sense to me. The more she spoke about company policy, the more perplexed I became. She was adamant that the order could be changed. I told her to refund my money and that I would not be returning. She gave me my money and I left the store.

It was amazing that she could not change the order due to company policy, but she could give me back my money! I intend to tell everyone of the bad service I received. They have lost a customer and will be losing many more.

If Devon House Ice Cream in Island Village is a subsidiary of Devon House in Kingston, I am also thinking of not patronising them ever again. I love their ice cream, but I do value service more than taste. Management needs to properly train service providers if they wish to keep their clients and expand their customer base. Quality customer service should come before such unintelligent and ridiculous company policy.

Well Done, ATL

Two Mondays ago, I telephoned Appliance Traders on Half-Way Tree Road and asked the price of a specific size microwave. The person on the phone asked me to wait while she checked. She returned and apologised for the time I waited and told me that they did not have my exact size because measurements were taken from the legs upwards. I told her that I had not measured it like that, but it was close enough.

She gave me the price and I asked her to work out the cost with GCT. She did and I told her I would come and buy it on the Wednesday. She gave me her name and told me to ask for her when I arrived. When I got there, I was told she was on lunch break, so I told another sales person that I had spoken to that particular person (Messina), and could she help. She offered me a seat because she saw that I was in pain, and after checking on the microwave and showing me what it looked like, she also went to pay for it for me when I asked.

She eventually found out that I was an existing customer and thanked me for my business. I have found, that over the years, ATL is among the few Jamaican companies that behaves as if they are happy for your business; and I will keep on shopping there when I need appliances.

Satisfied Customer

'It was amazing that she could not change the order due to company policy, but she could give me back my money!'