I order groceries to be delivered. When there is a problem normally I call the store and let them know. When there was a problem today I didn’t call them and it lead to a worse outcome.
Being curious I wondered what would happen if I sent an email through their web page for customer service. I did that and I had the runaround when they asked me to verify the account number, even though I could only send that email while logged in as the account holder. Ridiculous. I called them out on it and they defended that stupid practice. Why would a hacker break into an account and try to get a $4 refund on raspberries? It doesn’t make sense.
After all of this, they said that they refunded it to the store account gift account which isn’t what happens when I have called the store in the past. In that situation they immediately refund it to the credit card it was charged with. Now I have to go to the store and swipe the store card to get that credit. If you buy something remotely, why would you want a refund that forces you into the store?
Therefore I came to the conclusion that the best outcomes happen when you talk to someone when you have a problem instead of trying to do it through email or chat. I don’t use chat. Every time I have tried it in every company it is a waste of time. They ask for details and then say they can’t help you and you have to call the phone customer service number. Great, then what is the purpose of the chat help again?
I tried to think of a time when I have sent in an email to customer service and it has resulted in anything meaningful. I can’t remember an example of that. However when I have called customer service, either they have given me a credit or something useful has happened.
Always call never email or chat.