I don't usually leave negative reviews, especially for businesses in a small community, but this experience was incredibly frustrating.
I'm a repeat customer, and today I was given the wrong brake caliper pin for my vehicle. I called ahead, explained that the incorrect part had put my repair on hold, and was told they were sorry for the mistake. I also explained that I would be arriving right at closing and specifically asked if they could please stay open just a minute or two so they could correct an error they had made.
I arrived at 7:58 for an 8:00 closing time and found the store already closed. I then saw employees coming out of the building and asked why they hadn't waited, especially after I had called and explained the situation. The response was essentially, "company policy," followed by another apology.
That's what bothers me most. Mistakes happen. Giving me the wrong part is annoying, but understandable. What is much harder to understand is making the mistake, knowing it left a repeat customer stranded in the middle of a repair, agreeing that I was on my way, and then closing early anyway.
In a town like Star, customer service and relationships should matter. I wasn't asking anyone to stay half an hour late. I was asking for a couple of minutes so the business could remedy its own mistake. Instead, I wasted a trip, my vehicle is still torn apart, and the repair has to wait another day.
An apology is nice, but customer service is really measured by what a business does after something goes wrong. Tonight, that fell very short. read more
