Anthony S.
Knowlegable Customer Service Is Gone Dr Hank!
Hello, my name is Anthony Sims. As of today, I’m a former client of your company. Originally, the issue was that I spoke with a CSR from MYDRHANK.COM around two to Three weeks ago regarding authorization to continue my subscription/mail another bottle. She was polite, professional, and efficient. That experience was as it should have been. I let her know that I didn’t want to continue/receive another bottle “at this time,” but that I would call back when I was ready. She thanked me and said she would take care of it. I was surprised to receive another bottle a few days ago, you see, under my PCP’s orders, I’m not to be taking the pills “at this time.” I was placed under those restrictions halfway through my last bottle. With pills yet to be used and no certainty on when the restriction will be released, why would I want another bottle? Let’s put that aside though, because believe it or not that’s not my complaint anymore. No, my issue has to do with customer service, or the lack of good customer service I should say. I called MyDrHank.com today intending to discuss the problem and figure out a resolution that would end with satisfied parties on both sides. All the while staying a loyal customer in the future when I’m off the medication that is contraindicated with the one I get from MyDrHank.com. Instead, the conversation went like this. I said someone called me a couple of weeks ago and I told them I didn’t want another bottle sent right now. However, I received a bottle just three days ago. Here is the response I got, “looks like the last time anyone talked to you was two months ago.” So, I’m a liar then, wow! I won’t put you through the rest of the conversation other than to say that I stuck to my story and DEFENDED MYSELF, that’s what it makes a customer feel like. See I’ve taught customer service for a company with over 250 employees for over ten years. Two weeks in a classroom then two weeks within arms reach with customers. I can tell you a dozen things the young man should have said, but he definitely shouldn’t have said that. Guess what? After several minutes and a woman’s voice in the background pointing it out to him, something about “flagged right there” he found the fact that I had spoken to the lady I said I did about it. Really! I take my honor very seriously, I think most people do. He could use some guidance before he loses the company any more clients the way he lost me today, I won’t be back. All that chatter and I never even got to discuss my issue with him. I told him to completely remove me from the service, I’ll flush the $90 it’s not worth it. That’s how customers will feel if pushed rather than helped, and the PUSH can be subtle for some, and harder for others. A CSR’s job is to always make the customer feel as though they are being heard and helped. It’s a very simple concept that is all too often dismissed. I’ll post this email to Trustpilot and the BBB. Hopefully, he removed me from the service as I requested. I will fight payment for another bottle if one arrives and refer to this email. Have a nice day. PS I won't actually flush the pills, I know that's not safe for the environment. My wife is a nurse so I know all about proper disposal. Since the CSR never offered any type of resolution, being so busy and all making sure I was telling the truth, disposal is my only option.