It's all true. Both are poor when it comes to handling customers calls. The emphasis is on customers in the store and phone calls are secondary. The problem for CSRs is they have people starring them in the face to be waited on. The should put a CSR out of public view to field calls, like large high end stores that have operators. Unfortunately, now you have to hope a dept rep will pick up other than stocking, helping customers or cashing them out. 😫😫😫
Target is worse. They answer, then put you on hold until you get mad and hang up.
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