
Last night I was at The Avenues and decided to pass by the newly opened Pick. When I got there I walked up to the tiny 2 person line behind the cashier and waited for my turn. While waiting, I noticed a long queue on the left side of the place lined up behind another cashier. I realized it might be a one-line queue for two cashiers and that I might have been cutting the line. Or maybe the other people didn’t realize there was a second cashier?
I decided to leave Pick because the situation was confusing, but decided to message them on Instagram just out of curiosity to see if it was actually two separate lines, or one line with two cashiers. My exchange with them was so good I felt it was worth posting about.
Firstly, someone saw my DM right away, they then quickly responded to my question and were apologetic and admitted the situation was actually confusing. The whole conversation was so friendly and sincere, they made me an even bigger fan of the brand.

The situation made me realize again how amazing social media has become for communicating with brands, especially when you have a problem. I’ve DM’d brands a ton of times either to complain, give feedback, ask questions or even to try and cut through lines at clubs (Thank you @the.garten). Other than my internet provider I no longer contact brands any other way. When I had an issue with AVIS in the US I tried calling them on the phone and after spending an hour either on hold or trying to navigate their robotic call center, I decided to tweet them. I ended up getting a response back on twitter in less than 5 minutes! In Kuwait it’s been no different, other than the local Ikea and Jeep dealer (still waiting for a response guys), my experience with customer service on instagram has been pretty good so far. I love it.