Mrs. Fields Cookies

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Horrible Customer Service!
Posted by on
Rating: 1/51
PORT ST. LUCIE, FLORIDA --
I am writing to complain to the regarding a horrible experience that my son had at a Mrs. Field's location. Today, (Thursday, April 26, 2012) my son and grandson were at a Mrs. Fields located at our local Mall (Treasure Coast Mall) in Port St. Lucie, Fl. My son has Asperger's (which is a form of autism) despite the fact that he is 25 yrs old, he functions at a much lower level. He and my grandson (which is 13 yrs old) went to purchase some cookies, while I was in another store, when my grandson came to me a few minutes later and highly upset. He proceeded to inform me that when they went into the cookie store, the girl behind the counter made mention to my son that she liked his T-Shirt, and after he thanked for the compliment she turned around and said "I was just kidding, I really don't like your shirt" and proceeded to laugh (at him). The other worker that was there then chimed in and said "did you hear that, he really thought you liked his shirt". Realizing that something was wrong but not really quite comprehending what just happened, he left without purchasing anything. I was so appalled by an employee's actions I went to the store and demanded to speak with the manager. Well it turns out the manager is the very same young lady (and I use the term loosely) who insulted my son. I first she denied the whole situation, then the young man who was also working there that had joined in on the laugh told me it was taken out of context. So which is it? Did it happen, but not like that, or did it not happen at all? I insisted they contact either the owner/location manager or whoever was responsible for the store. At which she preceded to do so. I spoke with the store owner, explained to her what had just happened and she advised me that they would pull the tape and get back to me. About 15 minutes later she contacted me to advise me that the tape only showed the young lady complimenting my son and nothing else. She then preceded to raise her voice to me and become extremely beligerant and defended her employees. I GUESS THIS IS THE NEW FORM OF CUSTOMER SERVICE. I was always raised with the customer is always right, aside from the fact that I own several businesses myself. I was so irate and upset that I told her I would do whatever I had to do. All I know is that my son and grandson (both) attest to the same story and I don't see any reason that they would have to lie to me. The employees however on the other hand, feeling that their employment maybe threatened might have a reason to lie. It hurts my heart as a mother, not only that my son was ridiculed, but that he didn't even realized he was being laughed at so he couldn't even defend himself from such inappropriate behavior, especially from people in the service industry. WILL DO ALL IN MY POWER TO GET THE WORD OUT ABOUT MY HORRIBLE EXPERIENCE!!!!!!!!!!!!!!!

ADYS GABBARD
     
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The Triplets boy boy girl on 04/26/2012:
If you want to figure out who is lying than have them show you the tape. If your grandson is lying punish him. If it is them that is lying post it on youtube for everyone to see.
trmn8r on 04/26/2012:
What was on your son's shirt that caused it to be a topic of conversation? It seems odd that they would have commented on it, aside from it being possibly inappropriate.
The Triplets boy boy girl on 04/26/2012:
Most likely it was a shirt of a TV show or movie they did not like. Harry Potter, Family Guy etc. Or maybe the T shirt was something younger children were interested in and they made fun of him because they knew he has asperger.
GenuineNerd on 04/26/2012:
Sometimes, people can be really mean and cruel to people whom they perceive as "different". As for the T-shirt comment, if a 25-year-old is wearing a T-shirt featuring characters from a kids' movie or TV show, for example, questions will be asked...or if the T-shirt depicts a controversial topic. Sometimes, people with professionally diagnosed (or perceived) Asperger's Syndrome are ridiculed and made fun of...they may talk in a loud or monotone voice, which can cause others to ridicule or otherwise bully them. Sometimes, they cannot take teasing or kidding, and may end up either crying or losing their temper as a result. The OP's son was bullied by the Mrs. Fields staff on duty at the time. Bullying is inappropriate in a retail establishment, when it is directed at customers. The employees in question need to be disciplined or fired-their actions toward the OP's son is out of hand.
The Triplets boy boy girl on 04/26/2012:
My friend knows someone else who is like him with this disability and she is sometimes mistreated at work. When he stood up for her the person mistreating her told him to mind his own business or he would use his daughter to get revenge if he got into trouble for discrimination.
BigAl on 04/26/2012:
Let's not jump to conclusions here. It was not stated what was on the shirt. The whole episode could have been misinterpreted. The owner viewed the tape and did not see anything disrespectful. This is being reported by someone who was not there and their knowledge of the event was supplied by a 13 year old and a person who has Aspergers. This certainly could be taken out of context by such individuals. The young man was not bullied by the staff or did they do any of the other things suggested. Some of the older people who post may not realize this but for the younger generation to say "Hey, I like(something)" Then to say ---not! is entirely appropriate. It's one of the ways younger people communicate. I've heard it a hundred times and never once has it been used in a negative way. This is what the young worker was trying to convey about taking it out of context. BTW I live in Port St Lucie and the mall in question is in Jenson Beach. On a side note "The customer is always right" is an overused and untrue statement.
Anna Molly on 04/27/2012:
Good comment, BigAl
The Triplets boy boy girl on 04/27/2012:
Usually the people who still want to say the customer is always right is wrong and want the rules bent for them.
Anonymous on 04/27/2012:
"The Customer Is Always Right" is an antiquated thought. The customer is far from always right and customers who think that way may it hard on the employees.
Churro on 04/27/2012:
The customer *is* always right.
Anonymous on 04/27/2012:
So, if I go into a store and see a table selling for $199.00 They should sale it to me for $50.00 because that is what I want to pay for it, because I'm the customer and "I'm always right"?

Really?
Churro on 04/27/2012:
Sam Walton's customer service rules.
Rule # 1: The customer is always right!
Rule # 2: If the customer happens to be wrong, refer to Rule # 1.

He was the most successful retailer in the history of the planet. I got to believe he knew what he was talking about.
Anonymous on 04/27/2012:
Well. that's very easy to say if you don't own a store where u will let a customer 'always be right'
Churro on 04/27/2012:
Sam Walton owned many stores.
ontario_girl on 04/27/2012:
Sam Walton could afford to let the customer be right *sometimes*. I'm pretty sure if Mr. Walton was greeted by a customer who wanted him to sign over his rights to the Wal-Mart name, because they're the customer and they're "always right", Mr. Walton would think twice about that slogan.
On a side note, I once took customer service training where they taught us "the customer is the boss". I agree with that MUCH more than "the customer is always right".
Churro on 04/27/2012:
People on this site are always so literal. It's a philosophy not an edict. It's a philosophy that over time has proven to be very successful because the customer *is* always right.
ontario_girl on 04/27/2012:
Customers are "always right"...except for when they're flat-out wrong. Then that phrase just gets irritating as all heck.
Anonymous on 04/27/2012:
Esp when the clearly wrong customer is yelling at the store employee that they are the customers and they are right.
GenuineNerd on 04/27/2012:
The "Hey, I like(something)" Then to say ---not!"" comment was originally from "Wayne's World", a "Saturday Night Live" skit, and later, two movies, starring Mike Myers and Dana Carvey. The "...Not!" comment has been in popular use ever since. Still, some autistics tend to take things too seriously, even if it's intended as a joke...and gets upset as a result. Still, the T-shirt comment was inappropriate.
The Triplets boy boy girl on 04/27/2012:
Is the customer right when they stitch prices and try to scam the store.
d on 03/02/2014:
called to speak with the manager and an employee tole me he was nt there and proceeded to hang up on me when I called back a few minutes later the same employee did the same thing .when I inquired as what his name was he told me he doesn't have to give me his name
TALK ABOUT BEING RUDE !!!!
I will never do business with this Mrs.Fields Cookies ever again ( mrs fields at the westfield hathorn mall in Vernon hills , il.60061 )
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customer service complaint
Posted by on
GLASTONBURY, CONNECTICUT -- I find it necessary to write this letter because I got no satisfaction when I called your customer service representative on Monday evening, January 8, 2001, concerning my complaint about a gift I received. A gift tin of a cookie assortment was received by me a few days before Christmas. I unwrapped the outside packaging to reveal the square, red, vacuum sealed tin and proceeded to put it aside till after Christmas. In the chaos of the holiday, I must not have noticed the warnings on the outside packaging about the need to consume this product within the week, to ensure its freshness. I saw the vacuum seal and assumed it to be safe for a short while. I admit to not opening the box until a week after Christmas and found that the cookies were quite stale and not nearly as appealing as the ones I've tasted at the retail stores. I then noticed your friendly message at the bottom of the tin as follows:"If for any reason you are not fully satisfied with your cookies, please let us know, and we will replace them immediately". This statement is very misleading and should not be worded as it is unless you are willing to abide by it. When I called your representative with my complaint, he proceeded to question me so extensively and in such detail, that I began to feel as though I was being suspected of trying to defraud your company. The gentleman was polite and apologetic, but unyielding. I still cannot believe the time I spent explaining the details of this simple event and could not get the replacement cookies that are promised to me on the tin. I realize now, that I should have consumed the cookies sooner, but I've never had your shipped products before, and I certainly will not be eager to purchase your mail order gifts in the future. When a customer has a disappointing experience and has to deal with company rules that seek to protect their own interests instead of the customer's satisfaction, the customer has no desire to deal with that company again, or recommend it to anyone else. I am very surprised that a company as prominent as yours, does not understand that. At this point, I do not even care whether I get any replacement cookies. I just wanted to be sure that you realize that your customer complaint policy is extremely disappointing and potentially damaging to your reputation.
     
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Anonymous on 11/07/2002:
you keep cookies around for 2 weeks and expect them to still be fresh and then you want a replacement from the company because of your forgetfulness. get real.
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