Boston Harbor Cruises - Sifred: nightmare employee who never should be allowed customer contact

Posted on Monday, October 14th, 2013 at 11:19am CDT by Edyahoo L.

Company: Boston Harbor Cruises

Location: BOSTON, MA, US

Category: Travel, Vacations

On October 9, we took the ferry from Boston to Salem. It was extraordinarily rough. The Boston harbor crew members were extremely cordial, kind, empathetic. They passed out ginger candy for the very very rough trip, and barf bags to those who needed them. They apologized for the rough water. But no one can blame them for the choppy water.

At the end of the trip, once we docked in Salem, the crew said to go to the wharf cruises office to get a refund, since the company had cancelled ferry trips for the rest of the day. I was second in line. I got Sifried (I think that was her name). She was complaining that it would take her "forever" to process a whole boatload, that she didn't have enough money. It was all about the difficulty that these customers would be giving her. The message? Imagine that these damned customer would require her to do her job because of an extraordinarily rough trip and cancelled return trips!

Them when she begrudgingly tried to process my refund, she kept saying that her system "didn't show any value." Since I had given her the credit card receipt, I told her, "well, that's obviously incorrect." She said she couldn't do anything for me, then turned to her colleague and said that it'll take her forever to issue refunds all these customers and that she didn't have enough cash in her register. Her colleague said that she (the colleague) had enough money. I then asked how I was supposed to get my refund. She told me to get hold of the home office. (What is that?) I then chimed and said that I didn't care what form the refund took. When she said, once again, that she didn't have enough money (Although I could clearly see her cash drawer) and when her colleague said, again, that she did have enough cash), I said I wanted to talk to a manager. She said no manager was available. I then said I wanted to talk to a manager from her home office, than stood there and waited. She gave me my money. Then yelled out, "You're welcome!" That's when I asked her for her name. She shoved her vest out of the way, jutted out her portly torso and and showed me her name tag, of which I could see only a part.

I'd like the owner of Boston harbor cruises to respond to this complaint to explain his or her employee's action. Does he or she condone this sort of customer treatment, service and mentality? I don't think so because the salesperson, Michele was great, the ferry crew members were great. Only Sifred was a disgraceful blemish on the reputation of Boston Harbor Cruises.

So til there is an owner response, I've got to give Boston Harbor Cruises a "1." Otherwise, for all except Sifred, the absolute worst customer service person I have ever run into, I would give BHC a 4 out of five.


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