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.
12 replies on “Customer Service Over Instagram”
Pick CS is really bad. Try ordering online (always busy or takes hours to be delivered) or calling them if you have a wrong order, they rarely pick up.
I once posted a complain comment on their IG, they replied and deleted my comment hence i could not even see the reply.
That is strange. I have got deliveries in less than 45 minutes.
That is true, it is either fast or very slow.
Just made me realize they have two cashiers in qurtuba too, the other day i was there and one cashier had a long queue and other was just 1 person waiting, we moved to the second cashier inside and then many followed from the first cashier. need to know the same for qurtuba branch.
Finally someone brings up the queuing situation at Pick! Their lines are long, slow and annoying. I truly believe it’s a combination of bad store layout and cashiers multitasking. This is a persistent problem in most of their branches and not just the Avenues.
I think they deliberately do this to make it look like there is always a queue. When I was working in Hamra the queue was always super long because they had just one cashier.
Why would they do still need to do that?! Aren’t they afraid it would drive us–existing customers–away from their business if it’s always slow and long?
It already does, whenever I see a line of more than 4 people I just make a uturn and never look back.
They need to learn from Pret in London since that’s the model I believe they’re going after, they know lines and they move them pretty fast!
I have contacted some local businesses over twitter before, they always reply and help. Recently I had a problem with the Starbucks app, and I contacted Starbucks Middle East on Instagram. They said they will look into it, and after some days someone from Starbucks called me and told me the problem was resolved.
What was the problem with the app? I also had an issue a while ago and it was a very critical one. They deducted more money after a transaction or received my money and was not added into the application balance. That’s why I just stopped using it, because even if it didn’t do that, the balance is always slow in updating which leads you to find out how much you really have after scanning.
Do they offer customer service through Instagram Direct’s video call function? Lol.
I meant I could show them what’s wrong with their Pick through video call.