Dan Murphy's
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Who wants to save cents, when everyone beats DM on Customer Service!
Last week I tried to find out how long my DM Brighton would hold a Click&Collect order. After not getting anywhere via DM’s phone number (can you believe no option allows you to talk to a human as all of them end up with ‘talk to our bot’ - or more like ‘talk to the hand’ but different story), I wanted to share the feedback with the store manager on duty. A result young lady stopped me after 2 sentences by saying ‘That’s not us. That’s central and there is nothing I can do!’. No sorry for the experience or a slight sign of empathy. As I tried to explain that there is no one else to call, I was told the same. Another young assistant stepped in as well, to even more forcefully repeat the message: ‘Not Us!’. I asked for the real store manager to call me maybe on the following Monday and my name and number were reluctantly taken with the comment ‘He might not call you as it’s the same response, I gave you.’ – yes, and he didn’t call. Finally, then asking for my click & collect and was told to go around to the drive-through. I pointed out that on the email is said in-store or via the drive-through and that right above her head is the sign ‘Pickup here’ but I was told that’s wrong and ‘there are changes’. Again, no apology or even some pretend-empathy…. Is this a sign that the new generation of so-called store managers seem to just wear the title but not the responsibilities or what it means to deliver customer service? There are so many older clerks in the store who are always helpful, but the management is failing in-style. Brighton Store Manager, you got my name and number still, right?