I love the outdoor clothing brand Kathmandu. It’s my go-to clothing brand (feeds my delusions of youth and fitness).

I recently had to contact their customer service about the loyalty program. Here’s the automated response below.

Telling people it will take just over 4 business days to respond is not OK. Yes yes setting realistic expectations. Maybe they are trying to over-deliver? (not as clever as it sounds)

There is no situation where this is acceptable.

Hire the people. Hire them in Parramatta, Philippines or Palmerston North. Just get some warm bodies on the job taking care of the simple enquiries.

Would love to mystery shop them. Maybe I just did.

Some things are plainly unacceptable. I wonder what I’m doing plain wrong in my business?

(Thankfully the store staff are awesome)

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