I went onto this site to buy costumes for myself and my children. When i went to the homepage, i saw this quite offensive mask of the President of the US depicted as dracula, "blackula" or "Bacackula" truly hurt my feelings and spawned 101 questions from my startled children. I dismissed it because honestly i can take a joke and i know this is a world full of things of this nature no matter who the person is. I told them that people make masks all the time that are mean to all the presidents and proceeded to go to the sites political link to prove my point. Only when we got there, there was NOT one mask that depicted any past president no matter what side as a horriffic moster the way that this mask was that halloweenexpress.com was selling. I was mortified. There were masks of course but nothing that was so awful. I then told my children that i would inquire with the company on why they chose to carry something like this when they have never done so before. Below is my transcript from thelive chat i has with customer service. I was quite upset already, but their lack of empathy was so transparent that i vow to never ever shop them ever. I think the way that they were so passive was more offensive to me than the mask itself. Please read below and let me know if i over reacted:
9:18 AM Jonni: Hello! Thank you for visiting our website. What can I do for you today?
9:19 AM mimi: i am quite disturbed and am hoping that someone within your organization can assist.
9:20 AM mimi: y are you guys selling such a horrific and disrespectful depiction of our country's leader? I am looking at ALL of the political masks you all are carrying and they are all tasteful EXCEPT this obscence "BLACULA" depiction you are featuring of Barrack Obama.
9:23 AM mimi: hello Jonni?
9:23 AM Jonni: I'll take a look into that for you, one moment please.
9:27 AM Jonni: We are selling these masks because people are wanting them. I apologize that it offended you.
9:28 AM Jonni: It is called Barakula, not Blacula.
9:28 AM Jonni: They are very popular and we have sold out of them as of right now.
9:29 AM mimi: all that time and that's all you and a supervisor came up with - Popular demand? I am highly offended and in this retail climate, i'm sure that you know 1 unhappy patron influences 20...
9:29 AM Jonni: Again I apologize that it offened you.
9:30 AM mimi: Can you please point out a product you carried in the past that was also highly in demand and was a blatent disrespect of our nation's leader at the time?
9:31 AM Jonni: It is not blatant disrespect. It is meant to be funny.
9:31 AM mimi: if you and your company can prove that you made George Bush into a devil, or Bill clinton into a baffon, or Ronald Raegan into a monkey, and it was "sold out" then my argument and offense taken by this product being sold will be dismissed
9:32 AM mimi: but it's not funny - not at all.
9:33 AM Jonni: Again, I apologize that you find it offensive for whatever reason.
9:35 AM mimi: this is such a disappointment - here i am ready to order my children's costumes from you people, under the impress that you are a tasteful customer friendly company and i was shock and distressed to find that you are not
9:36 AM Jonni: I gues some people could find this offensive http://www.halloweenexpress.com/the-governor-mask-p-6286.html
9:37 AM mimi: i intend on emptying my shopping cart and doing business elsewhere, but not before i post this encounter on Facebook, Twitter, huffington Post, Ireport, Myspace and anywhere and everywhere else i can find that will hear my voice and that will influence customer confidence.
9:38 AM mimi: while i know you are trying to do your best to rectify the situation, a mask of the gov of California smoking a cigar is normal practice in politics and is not at all offensive to me or anyone else with half a brain... He has done more offensive things in his movies Jonni.
9:39 AM Jonni: I am failing to see why it is so offensive but luckily we live in a free country, so you may do that if you like. I am looking at it as a "play on words" and you may want to check all halloween stores to make sure they don't sell it too. We do not produce it or manufacture it, we just pass on items in demand to consumers.
9:39 AM Jonni: I do apologize that something we sell it offending you.
9:42 AM mimi: Jonni, clearly while you are apologizing, you too find this funny and have no clue of how disrespectful it is. Your lack of service skills is infuriating me even more - the repeated "i'm sorry" is not at all empathetic nor is it convenceing that you as a representative of this company are genuine in your apology.
9:43 AM mimi: for you to represent your company by sayin "we just sell it" is horrific - you should take responsibility
9:43 AM mimi: is this a publicly owned company?
9:44 AM mimi: please provide me with the name or names of the owner, board members, shareholders, or someone who actually cares about the reputation of this brand and company as a whole. Thank you.
9:44 AM Jonni: I really do not want to upset anyone or have something we sell upset you. Again, I do not know why you find something intended to be funny offensive, but that is your opinion, and I respect that.
9:46 AM Jonni: http://www.halloweenexpress.com/contact_us-email.php You can make a formal complaint at this link. I really do apologize that you are upset.
9:48 AM mimi: thank you, i appreciate the link - however this is not what i requested. Is this a privately owned company? In furthering my research, i see that you franchise etc. Who is your e-commerce president? I'm sure they have a name.
9:48 AM mimi: i do not want my complaint to go into the general email queue - this is not a general grievence.
9:48 AM Jonni: No it is not.
9:49 AM Notice: Therese joined session.
9:50 AM mimi: thanks Jonni - but which question is this answering?
9:50 AM Therese: This is a list of our business office contacts. You may send an email to whomever you deem appropriate on this list: http://www.halloweenexpress.com/contact_us-biz-office.php
9:52 AM mimi: as a representative of the company, who would YOU deem appropriate? Should i contact a merchandiser who makes the buys, or the e-commerce department, what is your professional oppinion on who this matter can be better addresses and a more appropriate response can be provided to me?
9:54 AM Therese: Please send your email to any or all of the contacts listed there that you feel need to hear your objections.
9:55 AM mimi: and Therese what is your position? Have i been escalted to a supervisor? I find it quite rude that no one has informed me that you are now going to assist as opposed to Jonni
9:56 AM Therese: I am a manager, and I stepped in because this is obviously something that a customer service representative does not have the authority to do anything about, nor is her time best spent trying to handle it.
9:57 AM mimi: thank you for the introduction - very much appreciated.
9:57 AM Therese: We have now done everything for you that we are able. Let us know if you have any other questions.
9:58 AM Notice: Jonni exited session.
10:01 AM mimi: so therese in conclusion, you have really done nothing but fwd me to someone else - as manager of the service department, is it not your role to not further escalate a situation and use tactics to best appease the customer - no while i know that you have no control over the merchandising aspect of your products, i truly feel like my grievence is going unheard and no one cares because bottom line people are buying this product so my feelings or the feelings of every sane person who finds this ofensive will contiune to go un heard
10:01 AM Therese: No it is not. Send your emails. We have customers to help.
10:03 AM mimi: Therese - i thank you kindly for your lack of customer service abilites - i see why Jonni had such a hard time - lack of skilled leadership." you have customers to help - quot; priceless. I thank you for your time and i look forward to writing your company. Happy Halloween.
0 comments