Since we do several articles on customer service experiences in this time of massive change in society as well as human nature. We wanted to advise of the customer service fail and nature of Gohastings [dot] com at this time. We will talk about the positive as well as the huge negative and the reason we will refrain from buying there ever again.
Our goal in todays globalist society is to find and use companies that actually still care about customer service, companies that still hire solid employees and are not being replaced with unskilled non English speaking employees. It is fine that companies choose what they will but we will not be the ones who purchase from them if they choose to do so. We spoke recently about how those same large companies who hire unskilled workers will end up paying in the long run because there customer service will be piss poor as shown currently at fast food restaurants across in the larger cities.
The Go Hastings initial order
In total 50 movies were purchased in 2 separate orders in the same week. The movies had a discount cost of $1.71 each and were shipped out on time in about 1 week total. The movies were put aside and since they were all new, they were not opened and looked at.
This order was placed around 1 year ago which does exceed the 90 day exchange rate they offer in their terms. Upon first opening one of the movies this week, it was cracked and un-operable. You think at $1.71 no big deal but at the same time I shot a quick e-mail over to the customer service at Go Hastings and this is where the issue begins.
The e-mail was abruptly denied and since it was denied without any thought, I thought I would call and it would be an easy fix. I call up and get a customer rep that transfers me to a Manager which honestly did not sound anything like a manager. She refused her last name, first name Tina. I explained the scenario and said I know its later than usual and the cost of the movies was only $1.71 however it was broken and if I was the manager at Go Hastings I would quickly send the customer a new movie and done. Otherwise for $1.71 retail price I will lose a customer that spends at least $200.00 a year at my store. Common sense right?
No Tina denied once again and list our business, we feel she lied about being a manager, she refused to give the corporate name and address and claimed it could be found on the website. She refused any name information at all. This was horrible customer service and we will not be using Go hastings again anytime now or in the future just because they set a precedence of what they will do with any order in or out of the guidelines.
Dear Go Hastings, a word of advice is to treat customers well and business will grow with that. Treat them like crap and eventually those $200.00 per year customers will all be gone for a $1.71 quick fix where the original product was broken, just not looked at.
A common problem among business today is their unimaginable lack of customer care or thinking outside of the box.
If you want the name and address of the CEO that Tina the manager refused to give, here it is:
Alan Van Ongevalle, President & COO
Hastings Entertainment, Inc.
PO Box 35350
Amarillo, TX. 79120-5350