For a large, well-known brand, American Greetings has one of the worst customer service programs that I have encountered. When my credit card number was stolen recently, I tried to call the AG Help # several times with no success. I also tried to contact American Greetings on-line. After all else failed, I tried to cancel my membership on-line and was told that this option was unavailable. My experience with American Greetings illustrated that:
. if you are a customer with a complaint or require help with an issue that falls outside of AG's standard or taped set of customer concerns, your concern will not and cannot be addressed;
. on top of the difficulties with your card, you will receive a relentless barrage of e-mails that you cannot respond to and when you try to will find yourself in an surreal loop of webpages and telephone commands;
. AG lacks capacity and willingness to deal with its customers on a personal basis.
This is particularly pitiful in a company whose business is founded on the concept of greetings... and keeping in touch. AG is not alone in thinking that on-line efficiency makes for better customer service (and better ROI). In some cases, it does. In others, it is a dismal failure. I will never do business with this company again and I will post reviews for others. Buyer beware... this is a on-line product with good front end website with very poor back-end service.
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