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.
{ 62 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
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