Have you ever been stuck on hold for hours, only to be disconnected? Or maybe you’ve dealt with a rude customer service rep who made the situation even worse? Unfortunately, these frustrating scenarios are all too common.
A recent survey on the best and worst customer service by PissedConsumer revealed that companies ranked at the bottom left over 60% of issues unresolved. This article takes a closer look at that study, highlights the companies with the worst customer support, and uncovers the most common complaints customers face. Along the way, we’ll share real-life examples and offer tips to help you avoid similar situations.
Lack of clear contact information
One of the most important expectations when dealing with a company is that you can easily find the company's contact information for timely support and problem resolution. However, this is not always the case. Some companies have to dig through their websites and social media to find contact information. Others have a well-designed contact page, but customers' attempts to reach them through the specified channels prove futile.
This is a common issue with big companies like Booking and Lyft. So it's no surprise that both companies are on the list of the worst customer support according to the PissedConsumer survey. So it's no surprise that in review #6235555, one customer shared their frustration that Lyft makes it impossible to connect with a customer service representative.
“I have tried to contact customer service because they are claiming that I owe an outstanding balance which I do not owe. However, I cannot get anyone to call me back or get in touch with anyone, yet they still want money.”
Constant redirection between agents or departments
Isn't it annoying to be constantly passed from one customer service representative to another? Or having to explain a problem multiple times, which according to a PissedConsumer study, franchise restaurants like Pizza Hut and McDonald's are notorious to do.
For example, in the review about Pizza Hut, a customer waited 45 minutes for their food to be delivered to the wrong address before learning that the restaurant was closing. When the reviewer contacted Pizza Hut, they were told to call back when a representative was available. After they finally contacted a representative and asked for a refund, they received a short reply, “We'll process it within 24-48 hours.”
Unresolved issues
Customers also face situations where their problems go unresolved. This is common even for financial companies like Credit Karma, which ranks among the worst customer service with an unresolved problem rate of 81.25%.
In one review, a customer shared that they suspected their account had been hacked, and despite contacting a customer service representative, the problem was not resolved.
“... he just repeated that he could not help me and i again wanted to know why and he repeated the same thing again and hung up. This is NOT acceptable.”
Unhelpful customer service
80% of consumers prefer to interact with an agent rather than an AI assistant when they reach the company. However, people cannot always provide high-quality assistance either. When you deal with a rude and unhelpful customer service representative, you feel disrespected and angry. And in most cases, the problem doesn't get resolved.
In one review of Wingstop, a customer said they encountered an unfriendly and condescending representative:
“Aaliyah who was not helpful and proved to be especially dismissive and condescending. When asking for senior management she stated we could look it up ourselves on google She continued she had no control over the drivers not delivering food and that was not in her control…”
Failed promises
Some companies are easy to contact, respond quickly to inquiries, and have friendly customer service representatives, but they fall short when it comes to keeping promises made to customers. For example, they promise refunds but never fulfill them. They also fail to honor their warranties and product guarantees.
One UberEats reviewer said that he received a promo code for a $20 discount on his first order over $25, but the promo code was not applied online. The customer support promised they would manually return the money. However, when the customer called back, they were told the promo code was no longer valid and “there was nothing that they could do. No refund, no credit, nothing.”
**How to Avoid Common Customer Service Issues **
To avoid common customer service nightmares and ensure the best experience possible, it’s essential to take a proactive approach. Here are some practical tips:
Don’t wait until you need support to inquire about a company’s customer service. Investigate its reputation ahead of time. Check if the company’s website clearly lists contact information.
Look at customer service reviews and ratings on reputable platforms like PissedConsumer.com. This will give you a sense of the company’s support quality.
Steer clear of companies with a high number of complaints. Look for issues such as hard-to-find contact information, long hold times, difficulty reaching a representative, and refusal to honor refunds or warranties.
Before purchasing, make sure you know the company’s available support channels. Are they reachable via phone, email, live chat, or social media? Understanding your options can save you time if issues arise.
Pay attention to how the company handles consumer issues and their willingness to resolve issues. A company that values customer service will often go the extra mile to ensure satisfaction.
By doing your due diligence before making a purchase, you can avoid many common customer service headaches and ensure that you're prepared for any issues that might arise.
