Vent: That '24-hour' customer service response from a big coffee chain took 8 days to actually fix my refund.

They kept saying the ticket was 'escalated' but I had to tweet at them publicly before anyone actually looked at it. Has anyone else had a brand's apology email feel totally empty compared to getting a real person to help?

3 comments

3 Comments

thomas.parker3d ago

Ugh, that's so frustrating. It's like they hope you'll just give up and go away.

williams.kim14d ago

Eight days to fix a refund is wild. Their whole system of "escalation" seems to just mean moving your ticket to a different ignored folder. I've had those apology emails that are just copy-pasted words, zero actual help.

wesleyb9214d ago

Their "escalation" process is just the corporate version of "let me put you on hold forever.