summer_summer000 1
13 Sep 2021
It’s one thing to have a firm exchange policy it’s another thing to be unethical and to lie to a loyal paying customer. I bought a Groupon deal (2 rides to sail on Lake Michigan) I went the first time, it wasn’t bad, and I was looking forward to my second tour. When I realized I would be late to my 1pm tour, I called two hours ahead to reschedule to 3pm, the last outing for the day and for the season, but I was told I couldn’t do that unless I paid a $7.00 exchange fee. I thought cool, let me at least try to make it on time. Fast forward, I’m in the city by 12:15 but parking is hard to find, I’m a local and I know where to find free parking (or unregulated as the city calls it) so I was hoping to wait it out, get a spot, walk to Navy Pier and enjoy myself with a beverage of my choice for the ride, I didn’t like the drinks they served the first time. So I call back, and the same guy answers, Bruce, so I remind him, “hey it’s Summer, we spoke earlier can I rebook for 3pm?” He then pauses and sighs all within a 5 second interval, then tells me that the 3pm show is sold out after sounding surprised that I called back. At this point, he sounded disingenuous and I tried to finesse my way in thinking “you get more bees with honey than with vinegar.” After exchanging a few remarks to see what he could do. I finally ask him if he can squeeze me into the 3pm tour: my pitch was: “I’m a local, I went before, I already paid, can you make it happen?” He did his best to hear me before he flat out rejected my request. The conversation has been friendly up to this point. I didn’t throw a hissy fit, even though I felt like, “dude just get me in, I know I’m late but put the customer first, so the customer can continue to come back,” but I knew I was at fault, so honestly I cursed myself out and then dropped it. At this point, I ask him about the most affordable and closest parking spot to Navy Pier, and he gives me a few recommendations. So I drive off to make it in time for the 1pm tour, and I PAY for parking at NAVY PIER because I realize I can’t let this ticket go to waste and everything around navy pier is either too far or just as expensive so I end up using Spothero which saved me $10 but whatever, I get there with 5 minutes to kill, and as I approach the ticket booth stand, I notice the line is kinda short, which is weird because the first time the line was super long, and then I look at the ticket booth, and no one is standing there, which is also weird, because it’s usually packed with people trying to purchase the next tour, and then I walk up to the guy in front of the ticket booth and ask to buy a ticket for the 3pm show, I don’t know why I did this, a part of me wanted to feel like I was making it up in my head, and that this guy wasn’t being a lazy jerk, I needed to be sure so I could settle the issue and blame myself and do better next time. Then the sales guy asks, “FOR HOW MANY PEOPLE?” I couldn’t believe my ears. “There are tickets available,” I shot back both validated that my hunch was right and pissed at the same time that he lied to me. I start thinking about what I could have done with that $32.00 dollars. I could have gotten my toes done, I could have bought 6 Starbucks lattes, I could have gone on another water tour. The sales guy then tells me that they have a few tickets left. At this point, my anger has flipped into disappointment because I had planned on signing up for more sessions and partnering with them for sailing stuff, and I wondered, “why would he do this?” There were fewer people sailing on the ship than the first time, they had room and it wouldn’t have inconvenienced him to let me on the 3pm and honor his word. My thoughts then jump to questioning his professionalism and yada yada yada. Now, why don’t I just ask to speak to a supervisor right? Well, Bruce is the boss, and I know that because I was supposed to send him an email about the upcoming workshops I wanted to enroll in which is why I was extra polite when I was talking to him on the phone. With a few minutes left, I approach the ship and one of the lovely ladies, Mads, calls out my name with enthusiasm to hand me my ticket, and the photographer interrupts my thoughts to ask for a picture. Now I didn’t know what to expect the first time, so I wore sneakers like they suggested, which was not cute, but this time I was more picture ready with my summer dress and flip-flops, but I was too bummed out to even pose for a picture. I then went on board, found a seat and did my my best to let it go. After all, what could I do? I tried to enjoy the ride and that was that. I told myself no one is perfect, and stuff happens, but this guy owns the company and calls the shots. It’s one thing to be able to spend money on leisure, it’s another thing when people don’t respect you enough to respect their own word or policy. You expect this from the big corporate people, not the small family owned business, and that’s fine, he can do as he pleases, but I, too, will do as I please. I lost out on $32 and got a whatever experience. He lost out on ten times that and more because of the classes I, and my students, were going to take.
P.S. I wouldn’t have expected any sort of accommodation unless I was told by the sales employee, Mads, that “vouchers are good forever even after the season is over.” So my thinking is, why be so generous in accepting old, expired Groupon vouchers but so strict about same day exchanges. Again it’s one thing if they are sold out. It’s another thing when I am told they are sold out but aren’t, and it’s another to refuse to sell me something that is available, that I was offered. Honestly, I’m over this.
