Now that we are amongst ourselves, in the private privacy of this oh so private blog, we can share all our dark little secrets. Ok. I guess, it will be just me with the dark secrets. I know I have at least one lots of you have been dying to hear. Here it is: Germany is not...perfect. I will admit it, right now, right here. I know I had some of you almost convinced that Germany will be the New Jerusalem, or that it may just be Kolob, or wherever it is that God dwells. But, it is not so. Really. And, I will indulge you today, and give you at least one example that shows its imperfection.
Since I have been back in Germany, I have had to quickly remember some of the few things I easily forget being in the States so much, like always having cash on you, or that you can not just pay at any time, anywhere with credit cards. Most people here use something that more or less functions like a debit card, and so I successfully remembered, for example, to bring my German debit card to the grocery store, and not a credit card. But, despite thinking that I still got down the survival skills of a true German, a rude awakening was just around the corner.
Last week, I had purchased a little stool that I intended to bring with me to the US. The next day, I changed my mind, and planned to return it. Being the fully aware German, and knowing that returns don`t work like in the US, I had my prestine untouched item with me along with my receipt (which you always need). I walked into the store, which in size and style, was similar to an IKEA. That was my first mistake. When I walked into the entrance, I realized that I had to walk through the whole zigzag of the store, with Sophia in one arm, and a big package in the other. I figured it would be more effective to go in at the exit where the service desk was. Ha! When I turned around to walk out the entrance, I had to find out that this was not an option. Ah. Now I know how the Germany economy has managed to become strong over the decades - just trap people in your store and you´re bound to make some profits. Oh well. On I trudged as the stoic German that I am. When I got to the service desk (or rather check out also functioning as a service desk), I was once again reminded that I am NOT in the US. Not only was there a line, but the other store workers working close by did not rush to the rescue of the waiting customers, but continued on with their important duties (likely devising more plans of how to trap customers and get their money). Hmphh...
Well, I waited my turn, and when I was next, I happily handed over my package and receipt. The cashier looked at it for a second, then said, "Oh, you got this from the ware house?". Yes. I did. Because, when I wanted to grab the packages placed behind the model furniture, they were all out, and instead of getting me one from the ware house, I had to drive around the building and pick it up myself. Why does this matter? Because, if that is where you got it, then you have to bring it back there. Right. The cashier seriously tried to tell me that they could not take back the item in the front, and put it back where it belonged themselves. Noooooo. I had to leave, go to the back of the building, return my silly package, and then - this is the best part - come back to the cashier to get my money. At that point I was fuming, telling them how this was stone age style customer service. But, as I just mentioned, Germans are stoic, and the cashier didn´t even blink at my outbursts. So, grumbling I went over to the ware house, just do wait again, then wait for a detailed, hand-written note describing what I returned, how much of it, the color, size and what not. This is important to mention. German customer service may appear crappy, but we will still be thorough in our crappiness. When I finally got my receipt that I returned my item to the ware house, I came back to the cashier, excited to receive my money.
Nope. When I handed her my receipts all over again, she looked over them, and then DARED to tell me that she could only give me an in-store credit. Excuse me? I guess stone age was a little too modern a description for what I was encountering here. So, I gave her a piece of my mind, to which again the cashier responded with calm ignorance. However, she did pick up her phone to make a little call. And magically after that call she was able to give me my money back. Thanks.
At least, now I know how Germany´s economy has become so strong. Step 1. Trap the customer. Step 2 When trapped customer has made a purchase, make sure that return process is close to impossible. Result: steady profits.
Really, customer service in Germany is nothing but shameful. To add one more anecode, after this debacle with my return, I went to IKEA a day later. When I was about to pay, I asked if it is at all possible to pay half cash and half with my debit card. I asked because I assumed we are still in the pre-stone age days in the stores here, and this was probably not even something heard of. I sure felt great when the lady gave me a funky look and said 'of course, who doesn't do that?'. Yeah, who doesn't. I don't know.
P.S. On a serious note, I should say that there are more things that bother me here, like how hard it is to find products without added sugar in a normal grocery store. But, as it goes, there are so many things I enjoy and love, that it is still a rare instance that I am silently wishing to be back in the US. With that return instance though, I was ready to blow up the store, and head back to America instantly. Thank you America for making customers feel like kings - even if you hate them behind their backs. :)