I heard back from the customer service department shortly after 4:30 this afternoon. Two days after my initial contact. Two days. In a FedX world. Hard to believe. Here’s the text of their email:
Thank you for your email. Unfortunately, we cannot open attachments in this system, therefore, we are not sure what you are referring to. We are sorry you had difficulty with the survey and will forward your comments to the appropriate department. We will enter your name in the sweepstakes for your trouble. Thanks for shopping with us.
Sincerely,
Harris Teeter Customer Relations
Reference: #836937
No “Dear Mr. Morris”, no “Hi Gregg”, not even a “Dear Harris Teeter Customer”. Nope, no niceties from this group. No greeting whatsoever! Do they have any idea how that makes them look? How can my “neighborhood food market” be that impersonal? Now, I can understand about the mail attachment issue maybe. But I have to ask. How is it that a company can put their president in front of customers the way they did with this survey and then answer a customer inquiry the way they did here? There’s a big disconnect there someplace. The folks in marketing understand the mileage to be gained by putting the president up in front of the paying folks and having him engage. The folks in customer service are hiding behind a big brick wall. For some reason or another. On the plus side though, they entered us in the drawing. Knew that was coming didn’t you?
Your customer service department let you down here Mr. Morganthall. A not so good customer experience and they could have turned it around without a whole lot of work.
Update:I should get them a copy of Jeff Jarvis’ What Would Google Do. That might help with the disconnect.
{ 91 comments… read them below or add one }
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THIS IS THE BEST GROCERY STORE I HAVE EVER BEEN IN.
Got the same problem. You tell me to go to http://www.HTsurvey.com and fill out the survey to try and win free groceries yet when I click on they have no way of letting me take the survey. How can you get any feed back godd or bad as to what you are looking for whe I can’t even do what you tell me to do. Very frustating. Is this just another come on to get to keep comming back to Harris Teeter??????
Unable to take the survey. What a waste of the customers time. Maybe you need a new website designer. But I do like Harris Teeter as my favorite grocery store.
This is the second time that I have been given a Harris teeter survey to complete I can’t understand why a company like Harris Teeter would have a junk website like this. I have been a loyal Harris Teeter customer for as long as I can remember them being in this area, but this leaves a bad taste in my mouth. This is not good customer relations.
Unable to take survey. Tried everything to get in but you have a problem with this. Tried to do it as a favor to my pharmacist. Survey entry code is XXXX-XXXX-XXXX-XXXX. This was to win free groceries. I went under the correct website.
Hi Geraldine,
It can be frustrating can’t it? Harris Teeter monitors these comments, so I’m sure they’ll probably see this. Otherwise, other than shopping there, and being unable to access the survey back in the early part of last year, I have no affiliation with them or the survey. I Ex’d out your code so that no one else could use it.
Gregg
I received my request to do the survey today, Feb 5,2010. I could not find a page for the survey. My Harris Teeter is located at 1940 Eastwood Rd in Wilmington, NC. My store manager is Mark Oliver. My survey code is XXXX-XXXX-XXXX-XXXX. My cashier today was Rachel K. Service was great, store is great
I love my Harris Teeter. Thank you.
Betty
Hi Betty,
I X’d out your survey code so that no one else could use it just in case. For some reason, there are what must be a statistically small number of people who are still unable to get to the survey. Harris Teeter monitors these comments. I have no affiliation with them other than shopping with them as you do.
One more complaint like all the others. Why do you offer a survey
with incentives then offer a website which does not allow access. Poor
customer service.
Was not able to take survey.Non of the sites under http://www.HTsurvey.comm gets you to the survey.entry code was XXXX-XXXX-XXXX-XXXX.Enjoy shopping at robinhood road,winston-salem,nc Have very good deals,also your e-vic member specials.
Hi Thomas,
I erased your code so that no one could use it just in case you are able to get on before they expire.
Gregg,
I too was unable to get anywhere to take the survey. Also the rules that I were able to access are for last year (2009), but no way to get to the survey.
Thanks for the sounding board.
Cj
Dear Greg,
Disconnect. I’ll say. The last thing in the world I want is to type in the correct address and deal with the additional sales hype and not a simple, straightforward survey. Do 6 things and we will enter you in the sweepstakes. Come on Harris Teeter.
Same idealistic hype from Verison. Cannot reach customer service as they were to check an unwarranted $100.00 ish charge. Special promotion for upgrade, deadline for rebates, internet disconnect because of privacy issues(?). I have been with Alltel/Verison 14 years. On and on!
Good news friends. Starbucks gives the correct survey address and immediately gives you a free drink code! Go Starbucks.
Barb
I, too, was unable to access the website. It’s frusrating. To join e-vic I finally had call the store because I was rejected each time I tried. HT is a great store, but if you’re going to have online things you need to step up to the plate and be available. My entry code number is 7260226069521121 just in case ya’ll will enter it for me.
What a waste of time as I can NOT GET ON http://www.HT survey.com, TO TRY TO WIN A MONTHLY DRAWING OF $500. IN FREE GROCERIES…..as you published on my printed grocery receipt along with Survey Entry Code, which I am unable to use – again, because I can’t get on to it!
JUST THOUGHT YOU WOULD LIKE TO KNOW THIS….and according to others they are having trouble with it also.!! SHAME ..g’nite.
I have TRIED and TRIED but can NOT get a reply sent to H.Teeter…..sorry!
Can you please help me to get this done?
I’d REALLY like to TRY to win the $500 FREE GROCERIES…BUT MUST ENTER BY OCT. 25TH (“within 5 days of visit”)
THANKS for all the HELP YOU CAN GIVE ME..MY SURVEY ENTRY CODE IS: XXXX-XXXX-XXXX-XXXX. cAN YOU PLEASE ENTER FOR ME? .. and LET ME KNOW IF YOU HAVE BEEN DONE THIS? THANKS FOR YOUR HELP . I REALLY SHOULD HAVE NOT NEEDED IT, BUT I DID!!thanks
J. Rutherford
Hi Janie,
I sent this to you in an email as well. If I was associated with Harris Teeter in any way I would be delighted to enter the contest for you. Unfortunately, I’m not. Like you I got frustrated with trying to enter the contest and that led to the blog post I wrote about the experience and all of the comments, including yours, that have followed. If you scroll back through the comments on this post, you’ll see that Jennifer Thompson from Harris Teeter was kind enough to take an interest and her responses have links to their customer service department via the web. If they had any grasp of this customer service thing via the social web, someone would be in contact with you personally as soon as they read this. We’ll see…
Best wishes,
Gregg
i too tried without success until survey expired. here is the correct link if anyone checks this far down. http://www.htsurvey.com/CEMS/ut4244/Pg1_2.aspx?&AccessCode=CEMSTEETER
Hi,
Thanks for sharing that link but all it gives me is an ASP.Net (sorry for the techie talk) Server error. I suspect that you might have copy and pasted that from your browser’s url address bar as it is the address that shows in the bar once you have successfully navigated to the survey site via http://www.htsurvey.com. That address you have shared, due to the vagaries of ASP.Net, the technology driving that HT site, is not directly accessible. Folks are still better off to stick to trying and http://www.htsurvey.com and then let HT know if it isn’t working for you. Thanks again for stopping by and sharing that.
I did like you said but can’t find anything but love your store. survey code XXXX-XXXX-XXXX-XXXX.
Hi Thomas,
Still a strange thing that almost two years after I first posted about this, the site works for some but not for others. If the stores and the people who work in them weren’t as good as they are, HT would likely be out of business. I’ve X’d out your code so that no one else can take advantage of it.
I read about how hard it is to acess the HTsurvey site for $1,000.How people were complaining and putting up such a fuss over it.So it looks like the store has chopped it in half!Yep! down to $500.Even had a cashier hand me a survey code slip and point out the web site.I can’t find it either?But since $500 not as bad as$1,000.I’m gonna say hec with it.Merry Christmas every body!
HArris Teeter surveys SUCK. They make it impossible to enter so no one will win !
This is a shame as much money I spend in your store and You give me a receipt to take a survey for a chance to win $500.oo in free groceries and the sad thing about this is I can’t get to this survey on your suppose to be web site. Please give me a brake. You can’t say you dont make to money, your grocery is by no mean cheap. I could have spent my time doing somthing else. At least I was able to get under Wal-mart site and take their survey. HT get a real grip on life, what a SHAME offering somthing you can’t get to.
This is the 2nd time I have been unable to do a survey and a chance to win free groceries. WHAT’S the STORY!!!!!!
I could not get to the survey . Why waste the paper to try to get patrons to do the survey in the first place. Not being mean, but I would have been glad to do the survey, I love the Harris Teeter here in High Point, on 265 Eastchester Drive. I am in the store at least 5 days a week. Thank you. See you at HT.
my survey entry code is:
XXXX-XXXX-XXXX-XXXX
I am applying for a chance to win a monthly drawing of $500 in free groceries.
My visits to Harris Teeter have always been very satisfactory and the
cashiers look after me as a senior.
I have been shopping at this store ever since it opened
There is no way to take the survey. Last month I had the same problem. What gives?
Hi Lillian,
I x’d out your entry code so no one else can use it. This is not the site where you enter that. You want to go to http://www.htsurvey.com and enter everything there. Hope you win some free groceries!
Wish I had the answer for you. For some reason they still have trouble with this. At the start it had to do with browser issues and I’d guess that’s what you’re running into. If you have access to another computer or another browser on yours, you might want to try that.
My visit to the store was as satisfactory as trying to take your survey. I have tried in more than one store to buy Fage greek yogurt in cherry or blueberry —-no luck. I did get a rain check but I can’t eat that. I guess as soon as the price goes back up there will be pleanty on the shelf.
I tried to take your survey and —–no luck. I can’t even get a rain check.
From what I can see you have been receiving complaints for over 2 YEARS about people…no , let me rephrase that…you have been getting complaints for over 2 years from CUSTOMERS about the fact that they are not able to take the survey for the monthly drawing for a chance to win $500 in free groceries. Please add my name to the list of complainers as I am not able to access it either. You need to either fix the problem or stop telling people about the survey. This is NOT good customer service.
This seems to be the only way to enter your monthly drawing for $500 in free groceries. My Survey entry code is: XXXXXX-XXXXXX-XXX.
Have you ever heard that false advertising is illegal???
Hi Jackie,
This site is not the way to enter the drawing. I have no affiliation with HT other than the same one you have, as a customer. I have x’d out your code so that no one can use it other than you at the HTsurvey.com site.
I too was invited to take survey and was sent to everything but. very confusing and a waste of my time.
I was given asurvey reciept , I went on line and found no place to take the survey. I am really glad the store is run better than this survey.
People. Really? You’re that desperate to fill out a survey when your odds of winning are probably infinitesimal? I filed it out today, but more because I’m interested in changing HT than expecting to actually win anything. So the survey doesn’t work for you. Big deal. Try a different browser and get a life.
In all ways outstanding
I had a good experience to share but wasted my time trying to take the survey. Looks like I am not the only one.
How right they are but at least Gregg got put on the list and maybe, HAHA, he’ll be a winner. Same experiance O had but only got another reminder that I had put the wrong address in my browser. I DON”T THINK SO! HT has lost my interest and are very close to losing my business. And I used to say,”I love my Harris Teeter.” Shame on me.
I love the HarrisTeeter store in New Bern. The decor is beautiful and the
associates who work there and run
the store do an excellent job. I find
what I want and will continue my
coming to the business
Survey entry code is
6040-1901-7252-7211.
Rita Besser
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