- STORE REVIEWS
- PRODUCT REVIEWS
2016-08-10
2/5
Good Food, Great Delivery Service, TERRIBLE CUSTOMER SERVICE
"I've been a Schwan's customer for 9 months now, 2 orders a month, averaging over $100 each order. Their food is good sometimes great and the delivery service I receive is excellent. However, when it comes to customer service, I have to give them 1 star. I have had a couple reps that were outstanding, the rest needs improvement.
I'm tired of them telling me that everything is my fault such as when their website isn't working properly. It's not my computer since it happens on other computers.
Stop telling me that you can't assist me because I didn't contact customer service 48 hours prior to my service date to correct my order, when I actually contacted you 3 days in advance.
When I get nowhere with calling customer service, I try leaving a message on their website for assistance. Instead of addressing my issue I get this canned response consistently:
"Thank you for contacting Schwan's Home Service, Inc.
Unfortunately, we did not receive your request in time to fulfill it and apologize for any inconvenience this may have caused you. For future reference, please contact us at least 48 hours prior to your service date with delivery requests. For the most immediate assistance, please contact us at www.schwans.com Live Chat or call 1-888-SCHWANS (1-***-***-****).
We appreciate your business. Please feel free to contact us if you have any additional questions."
It wouldn't surprise me if I contacted them 2 weeks in advance, I would still receive the same canned message. If there's a problem with the call center there is no recourse, since issues will not be addressed.
I've had some reps that won't even help me because they don't know how. Oh yes, I forgot, I had a rep hang up on me at the very beginning of a call because she didn't identify herself and I asked for her name. Can you believe that?
I am looking into other alternatives at this moment since I am house bound and cannot go shopping. I like the convenience of having food delivered at my door. Maybe American Frozen Food Service. However you need to purchase 6 months at a time."
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