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Everyone has likely had their fair share of unpleasant customer service experiences, and most of the time, we just ignore it.
But when stomper Ary She received a rude email from a Car Club employee, was completely incredulous and knew she couldn’t take it easy.
Ary told Stomp that he booked a car from Car Club, which is a provider of car-sharing services in Singapore, on December 18.
“When I picked up the car, I did all the necessary checks and was about to start by pressing the parking brake, but realized I couldn’t push the little button on the parking brake,” shared Ary.
“I tried everything: I used both hands and all my strength, but I couldn’t press the button.
“So I called Car Club, told them about the problem and followed their instructions on how to fix it.
“Even after I was instructed, the parking brake still couldn’t be applied.”
Ary added that after trying many times, he saw a man, who was also a Car Club user, nearby and decided to ask him for help.
“He hit the handbrake, used his strength and finally managed to push it down after struggling a bit,” Ary said.
“But before the man came to help me, I emailed the Car Club to tell them about my problem.”
(Screenshot of Ary’s email to the Car Club)
That’s when the insults reached him.
In a shocking response, the Car Club employee called her comments an “embarrassing complaint.”
She then proceeded to say that Car Club would have to “check (her) membership” as she “apparently failed (her) driving test.”
The employee did not hold back the negative comments and asked Ary to “use a little bit of (his) bimbo brain.”
He then asked her to email her manager if she wasn’t happy with the arrangements.
He added that he is a “high GPA Polytechnic graduate” and “will soon be leaving this stupid position.”
The icing on the cake came when he concluded with the comment: “PS I’m much more handsome and I have a hotter body than you.”
You can read the full email here:
Ary told Stomp that he managed to stay calm and responded to the employee, explaining his situation.
(Screenshot of Ary’s response to the Car Club employee)
“After the incident, I told the management of the Car Club. But there was no explanation or apology from anyone in their senior management regarding what happened,” Ary said.
“I don’t think I was rude to him at all. The message he sent me was totally inappropriate.
“If I didn’t want to answer, that’s fine. But why that answer? If you hate working for the company, that’s fine too. But there’s no reason to say those things.”
Apparently, Ary was not the only victim of these insults.
He saw on Facebook that other customers had also received rude emails from the same Car Club employee.
“It seems that I am not the only one who was affected by this. Others also received unpleasant emails,” she said.
In response to a query from Stomp, a Car Club spokesperson said they do not approve of such comments and are disappointed in what happened.
“This is very uncharacteristic of our standards of service. We have already investigated the matter and it was a former employee who was hired to assist us during peak session who caused this damage,” the spokesperson added.
“He maliciously violated customer service standards and has been dealt with. We have already contacted those affected. We also offered our apologies and necessary restitution for this unpleasant experience that was the result of mischief.
The Car Club spokesperson said they have concluded their investigations into this matter and will explore legal avenues for further action.
“We have also advised our affected staff and will increase any support for them in this unpleasant experience,” the spokesperson added.
