Customer Service Hell @SadCustomers Twitter profile

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Customer Service Hell

9 months

We are in the middle of a Customer Service crisis. Many companies continue to spend less and less in this area and view it as trivial. They're reducing headcount, increasing hold times, enforcing stingier refund policies, training their agents poorly, resorting to bots, and

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Customer Service Hell

@SadCustomers

9 months

@SureAsMel @Airbnb Yikes! Sorry about this. They deny refunds to almost everyone so don't take it too personally. Make sure to dispute it with your credit card if you haven't already. You've got plenty of evidence to support your case and they're all well aware of Airbnb's tactics by now.

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Customer Service Hell

@SadCustomers

9 months

@2of4mjm @SureAsMel @Airbnb @vrbo Yeah, VRBO and every other @ExpediaGroup company are terrible at this too. Hotels are by far the most reliable option.

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Customer Service Hell

@SadCustomers

1 year

@daveholtz @AirbnbHelp That depends David. 99% of the time this is an easy No because the company prioritizes Customer Support dead last after everything else, but now that you've amassed millions of views you actually have a shot! The only time that they assist with cases like this is to save face.

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Customer Service Hell

@SadCustomers

1 year

@triketora Yikes, sorry about this Tracy! Another thing they are vastly inferior on is Customer Service (probably the biggest thing really) and that's why I tell people to avoid them like the plague. Thank you for posting this. The more people who know the truth, the better.

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Customer Service Hell

@SadCustomers

1 year

@DapoElCapo And somebody who actually knows how to run a Customer Service department, yes. 🙌

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Customer Service Hell

@SadCustomers

8 months

@gunsnrosesgirl3 Getting halfway decent Customer Service at almost any company. 😔

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Customer Service Hell

@SadCustomers

7 months

@ATTNEWS What a massive failure on your part AT&T. Technology is never going to be perfect of course, but your response to this situation has been a good lesson in what NOT to do from a Customer Service standpoint.

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Customer Service Hell

@SadCustomers

1 year

@iamharaldur Classic PR move from them to save face. I'm glad you got this resolved Halli and that the Icelandair Special Children Travel Fund is getting something out of it, but it remains a cautionary tale for everyone else. They would *never* consider doing this for 99% of their users.

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Customer Service Hell

@SadCustomers

9 months

@beyoncegarden Getting a case resolved with Airbnb Support.

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Customer Service Hell

@SadCustomers

1 year

@iamharaldur @Airbnb Hi Halli - very sorry about this! Unfortunately it's a common occurrence on this platform and @bchesky doesn't really seem to care about fixing it. Ever. It's one of the many reasons to avoid them and use hotels instead. Make sure to dispute this with your credit card company.

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Customer Service Hell

@SadCustomers

1 year

@TheDUIGuyPlus @Airbnb @AirbnbHelp Hi Larry - really sorry that you had to experience this! Airbnb rarely helps people get refunds even when they're entitled to them so I would NOT rely on them. You should file a dispute with your credit card because the host clearly harassed you and you were forced to leave.

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Customer Service Hell

@SadCustomers

1 year

@aplusk @Airbnb Hi Ashton - I strongly urge you to partner with companies that don't completely turn their backs on their customers and let them fend for themselves when they need help the most. Airbnb has consistently had terrible Customer Support for years now and it's only getting worse.

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Customer Service Hell

@SadCustomers

1 year

If anyone still needs a Halloween Costume, this one is pretty spooky!! 😱 #Halloween #Costume #CustomerService #BadCustomerService #Airbnb #SpiritHalloween @SpiritHalloween

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Customer Service Hell

@SadCustomers

8 months

@Ryanair You sure about that? 🤔

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Customer Service Hell

@SadCustomers

1 year

Introducing Customer Service Hell - The Trailer!! Would you watch this? 😃 #CustomerService #BadCustomerService #Airbnb #Expedia #Southwest #Comcast #Trailer #Film #MovieTrailer

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Customer Service Hell

@SadCustomers

9 months

Since Airbnb is trending right now for all the wrong reasons, here's a quick look at their Customer Service workflow. Doesn't get any worse than this folks! #Airbnb #CustomerService #BadCustomerService #CustomerServiceHell @airbnb @bchesky

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Customer Service Hell

@SadCustomers

7 months

@ATTNEWS One to two billing cycles for a $5 credit to appear for a full-fledged outage that lasted multiple hours. Does anybody at this company actually care about your customers AT&T? What the hell is this?

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Customer Service Hell

@SadCustomers

7 months

During his entire tenure as Airbnb Founder and CEO, Brian Chesky has never given us a true, authentic discussion regarding his company's questionable Customer Service operations. Luckily, I did it for him. 😃 #Airbnb #CustomerService #BadCustomerService @bchesky @airbnb

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Customer Service Hell

@SadCustomers

1 year

Introducing the "No Customer Service" category, exclusively on Airbnb. Make sure your sound is on for this one! 🔊 #Airbnb #CustomerService #BadCustomerService

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@SadCustomers

10 months

"Draw Airbnb Customer Service agents laughing maniacally after not helping somebody else." #CustomerService #BadCustomerService #Airbnb #AI #imageai @AirbnbHelp @Airbnb @bchesky

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Customer Service Hell

@SadCustomers

1 year

All of these people are happy today. But they haven't had to deal with Uber's Customer Service yet.... Sound on for this one folks! 🔊 #Uber #UberEats #BadCustomerService #CustomerService #MadWorld @Uber @Uber_Support

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Customer Service Hell

@SadCustomers

1 year

Since @vrbo and @expediagroup spend a ton on marketing but barely anything on Customer Service, I figured I should level the playing field a little bit. Make sure your sound is on for this one! 🔊 #Vrbo #Expedia #CustomerService #BadCustomerService #Commercials #Parody

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Customer Service Hell

@SadCustomers

11 months

@bchesky Once again, absolutely nothing to address your longstanding Customer Service issues. You can't sweep this problem under a rug forever Brian.

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Customer Service Hell

@SadCustomers

9 months

@AirbnbHelp And here are some for you as well! 1. Copying and pasting is obvious and robotic. 2. Offering a 5% refund to someone in crisis is beyond tone deaf. 3. Ghosting people when they really need your help is a big no no. 4. Calling people back at 4am local time is INSANE. Thx.

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Customer Service Hell

@SadCustomers

3 years

@jdroege @dkhos Their Customer Support team also has a pretty good run rate. Out of every 100 users who write in with an issue, Uber's Support runs away from about 90 of them.

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Customer Service Hell

@SadCustomers

1 year

@Phil_Lewis_ If this was 5-6 years ago I would've been upset about it because I do like the concept of it. But now that their Customer Service is so terrible, less listings means less fraud, failed refunds, ruined vacations, ruined homes and whatever the heck else happens because of them.

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Customer Service Hell

@SadCustomers

9 months

@vrbo @burnerbb95 You're only 3 months late @vrbo . Great job!

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Customer Service Hell

@SadCustomers

1 year

@PopBase Fun Fact: Barbie costs $19.99 and that's also what Airbnb Customer Service offers as a coupon to guests for a last minute cancelation.

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Customer Service Hell

@SadCustomers

1 year

@_1_Independent_ @jymbo916 @coreytimes They're not perfect, but the Customer Service is like 1000% better and that alone is a reason to use them instead.

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Customer Service Hell

@SadCustomers

1 year

@bchesky Let me guess, none of the improvements are going to have anything to do with Customer Service. I hope you prove me wrong Brian, for for the sake of your hundreds of million of users.

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Customer Service Hell

@SadCustomers

1 year

@SnazzyTrinkets @AirbnbHelp @TheDUIGuyPlus There's a slight chance they will since Larry has a huge following and they'll do anything to avoid bad PR, but normally they wouldn't do a single thing for this. You're right about hotels and that's why I urge people to use them instead. This company simply cannot be trusted.

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Customer Service Hell

@SadCustomers

10 months

@Co11egeLandlord I'm just amazed that you actually reached their Customer Support team on the phone! Most people wait a few hours and then give up.

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Customer Service Hell

@SadCustomers

2 years

@bchesky And here's the evolution of your Customer Service.

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Customer Service Hell

@SadCustomers

7 months

@Austen It's not your fault Austen. Usually these systems are intentionally designed to be difficult to navigate with the hope that people just give up and stomach defeat. Pretty sad really.

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Customer Service Hell

@SadCustomers

3 years

The #Olympics2022 Poor Customer Service results are in! Your medalists: @Airbnb 🥇 @Uber 🥈 @ExpediaGroup 🥉 I know you've been practicing for this for a VERY long time so congrats to all. 👏 #badcustomerservice #airbnb #uber #expedia @USPS @AHS_Warranty @Postmates #Olympics

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Customer Service Hell

@SadCustomers

7 months

The people have spoken!!! Congrats to Brian Chesky for taking home the Oscar for Worst Supporting Customer CEO! 🏆👎 #Oscars2024 #Oscars #Airbnb #CustomerService #BadCustomerService #Award @bchesky

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@SadCustomers

8 months

@gunsnrosesgirl3 The "we are currently experiencing higher than normal call volumes" recording. 🤦

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Customer Service Hell

@SadCustomers

1 year

@triketora @Earl_GreyT Glad you got this resolved Tracy. I just wish that they put this much effort into helping everyone instead of just the people who have thousands of followers. I wish I could call it kindness but at the end of the day it's merely a PR stunt.

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Customer Service Hell

@SadCustomers

9 months

@petergyang And here's the blueprint of their entire Customer Service journey:

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Customer Service Hell

@SadCustomers

9 months

@weirddalle It's legal because they clearly state it in writing. But that doesn't mean it isn't a sleazy, slimy, unethical attempt at recouping their customers' money for as long as possible.

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Customer Service Hell

@SadCustomers

3 years

I don't care how big your company is. What industry you're in. How long you've been around. Retail or Service. Public or Private. There is NEVER an excuse for bad Customer Service. Your users deserve timely and helpful Support, and above all, respect. #badcustomerservice

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Customer Service Hell

@SadCustomers

3 years

GUYS...this is huge. I was able to completely reverse-engineer Airbnb's and Uber's customer service strategy. Share and re-tweet this so that we can better counter their game plan! cc: @Airbbnb @Uber @AirbnbHelp @Uber_Support #uber #airbnb #customerservice #badcustomerservice

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Customer Service Hell

@SadCustomers

8 months

Who does everybody have winning "Worst Supporting Customer CEO" at the #Oscars this year? It's a pretty tight race but @bchesky is determined to repeat! #Oscars2024 #CustomerService #BadCustomerService #Airbnb #Uber #Expedia #Comcast #AmericanAirlines

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Customer Service Hell

@SadCustomers

1 year

What's the absolute worst Customer Service experience that you've ever had? Make sure to tag the offending company so that they know how much they wronged you. 😠👇 #CustomerService #BadCustomerService #CX

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Customer Service Hell

@SadCustomers

1 year

@bdullahmostafa @nickgerli1 Yes - especially since Hilton (and most other hotels) actually put some effort into their Customer Service.

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Customer Service Hell

@SadCustomers

1 year

@DrSyedHaider Wow, sorry about this Dr. Haider! Like many other policies that Airbnb has no idea how to support, this one doesn't make any sense to me. You absolutely do have rights and if the owner isn't saying anything about it then I would just stay there for now.

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Customer Service Hell

@SadCustomers

6 months

@DanteTheDon The problem is, once a company is a monopoly they have no incentive to do anything well. They're getting the business regardless. And that's why you'll see some of the worst Customer Service from these places. Fanatics, Comcast and Ticketmaster are all good examples of that.

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Customer Service Hell

@SadCustomers

3 years

@bchesky A herculean effort to improve your Customer Service. It's the worst part of your platform by far right now and it needs a vast overhaul Brian. Your customers are begging for it and you can't keep ignoring them.

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Customer Service Hell

@SadCustomers

1 year

@Da_mirror91 I totally hear ya...and their Customer Service is so terrible that you'll likely get your wish. Brian acknowledges that the company is broken and that the CS is bad, but he's never done a single thing to fix it. Really mind-boggling.

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Customer Service Hell

@SadCustomers

1 year

@bchesky Do yourself a favor and search for "Airbnb Customer Service" on Twitter. And then scroll through a few hundred of the results. You don't need to ask people for their suggestions here Brian. The evidence is right in front of your face.

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Customer Service Hell

@SadCustomers

3 years

@Tyler929394 Most companies: "We are incredibly sorry about this and we'd like to do everything we can to make this right for you asap!" @AirbnbHelp : "Oh, hi. Can you send us a DM so that we can take a closer look?" 🤦‍♂️

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Customer Service Hell

@SadCustomers

10 months

@gunsnrosesgirl3 Companies are drastically cutting Customer Service budgets so that they can put it all towards marketing and acquire new, unsuspecting people who haven't had to deal with the CS department yet. It's truly a cycle from hell. #Airbnb #Expedia #Uber #Airlines

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Customer Service Hell

@SadCustomers

8 months

@Ryanair @EamonRyan An open letter to @RyanAir : Dear RyanAir, Can you please fix your very poor Customer Service instead of creating memes and publicity stunts that nobody really cares about? Seriously. It's bad. And you're literally a service company. Thanks, Everyone

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Customer Service Hell

@SadCustomers

2 years

@pafmer1 @Airbnb Hi Pablo, really sorry about this. Unfortunately it happens a lot on this platform and their Exec Team couldn't care less about it. If you rebooked something for a much higher price you can sue them in Small Claims Court for that. Don't let them steal your money.

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Customer Service Hell

@SadCustomers

9 months

@sabrinacartan Sabrina I am so sorry about this. Losing a pet is such an awful experience. I know you can never bring Lenny back, but you can definitely sue for this. Don't let the host get away with this negligence.

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Customer Service Hell

@SadCustomers

8 months

Need some last minute Valentine's Day inspiration?!? Don't worry fam - I've got you covered. 💘 #ValentinesDay #Airbnb #Uber #American #Comcast #Xfinity #CustomerService #BadCustomerService

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Customer Service Hell

@SadCustomers

7 months

We're less than a week away from the #Oscars folks and your votes will decide who wins the most prestigious one of all! Who takes the prize for "Worst Supporting Customer CEO" of 2023? 🏆 #Oscars2024 #CustomerService #BadCustomerService #Airbnb #Uber #Expedia #Comcast

Brian Chesky (Airbnb)

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Dara Khosrowshahi (Uber)

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Peter Kern (Expedia)

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Brian Roberts (Comcast)

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@SadCustomers

11 months

@sama And the quality of their Customer Service sets the absolute bottom of the barrel mark across all industries. Keep praising Brian for product launches and he won't do a single thing about it either.

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@SadCustomers

2 years

@Dr_AlexM @Airbnb @AirbnbHelp It's a shame that Airbnb continuously promotes their commitment to safety while ignoring it time and time again, but that's the reality sadly. It's also a rarity that writing to a Support Team is actually *counterproductive* but that's the case more often than not with them.

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Customer Service Hell

@SadCustomers

10 months

@emilychangtv @karaswisher @bchesky @sama @btaylor @eshear @adamdangelo I wish Brian put even 0.00001% of this much effort into fixing Airbnb's Customer Service. I guess I can dream.

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Customer Service Hell

@SadCustomers

2 years

Well at least Airbnb is being honest here, for a change. #badcustomerservice #airbnb #blocked @airbnb

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Customer Service Hell

@SadCustomers

9 months

Airbnb CEO Brian Chesky summing up his company's Customer Service in a nutshell. Couldn't have said it better myself! #airbnb #customerservice #badcustomerservice #reliability @airbnb @bchesky

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@SadCustomers

9 months

@ChrisK_STRs By providing Customer Service that actually doesn't suck. ::: mic drop ::: 🎤

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Customer Service Hell

@SadCustomers

3 years

@AirbnbHelp Then why do you constantly ignore people when they write to you with safety concerns? Just writing a nice sentence or two on Twitter doesn't mean anything. You actually have to follow through and do it.

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Customer Service Hell

@SadCustomers

9 months

@ispeakdesi @SureAsMel @Airbnb A lot of them don't know how awful the Customer Service is, so there's that (these viral instances thankfully raise some awareness). But I think it also comes down to price and convenience. Maybe it's a better location, maybe it's a large travel group, etc.

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Customer Service Hell

@SadCustomers

3 years

Airbnb is trending for all the wrong reasons right now and what a shocker that is. Who would've thought that ignoring their users' wellbeing and only caring about profits would come back to haunt them someday? 🤔 #BoycottAirbnb #badcustomerservice #airbnb

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Customer Service Hell

@SadCustomers

8 months

@gunsnrosesgirl3 When companies deny refunds to people after not rendering the service that was paid for.

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Customer Service Hell

@SadCustomers

7 months

@ATTNEWS This has to be one of the laziest apologies I've ever seen from a large corporation. And it's not like it's difficult to write one with some empathy. Do better than this AT&T.

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Customer Service Hell

@SadCustomers

1 year

@UberEats You love ignoring requests for refunds You love ignoring requests for refunds You love ignoring requests for refunds You love ignoring requests for refunds You love ignoring requests for refunds You love ignoring requests for refunds You love ignoring requests for refunds 😡

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Customer Service Hell

@SadCustomers

3 years

Hey @airbnb , Just a friendly reminder that you are a service, and your job is to make sure people are successfully provided this service. You literally have one job. PROVIDE. GOOD. SERVICE. NOT ignore people when they need your help. So do that. #airbnb #badcustomerservice

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Customer Service Hell

@SadCustomers

1 year

@elizamondegreen @AirbnbHelp Hi Eliza, really sorry about this! Make sure to dispute this with your credit card company if you need to because Airbnb is notoriously bad with refunds (for anything). Make sure to provide as much evidence as you can and you should be ok.

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Customer Service Hell

@SadCustomers

8 months

@SalmanEsapzay @InternetH0F And the terrible Customer Service as well. Don't forget about that.

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Customer Service Hell

@SadCustomers

3 years

It's so defeating to see mountains of Customer Service complaints piling up against #airbnb , and at an alarming rate. Most going totally ignored. When the hell are they going to be held accountable for this negligence? And why won't the media cover it? #badcustomerservice

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Customer Service Hell

@SadCustomers

8 months

@Ryanair @EamonRyan @RTE_PrimeTime We could literally say the same exact thing about your Customer Service efforts

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Customer Service Hell

@SadCustomers

1 year

@Navylee30 @triketora Airbnbs!

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Customer Service Hell

@SadCustomers

1 year

@devansood @Airbnb @bchesky Ask him, "How long are millions of Airbnb customers going to suffer for before he actually tries to find a solution for their historically bad Customer Service?" Let me know what he says. Thanks.

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Customer Service Hell

@SadCustomers

3 years

@bchesky As part of your "research", you should try contacting @AirbnbHelp with an urgent issue from one or more of your stays to see what millions of your users have to put up with on a daily basis. Unless of course you're already well aware of this and are simply ok with it Brian.

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Customer Service Hell

@SadCustomers

3 years

@USPS Knock-knock. Who’s there? Noah. Noah who? Noah body is gonna help you if you reach out to USPS Customer Service. #DadJokes #BadCustomerService

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Customer Service Hell

@SadCustomers

1 year

@baljitgill24 @Airbnb Yeah, stay with them if you want the most negligent Customer Service ever known to mankind. They owe their success to their Hosts and Guests and they treat them like dirt when it really counts.

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Customer Service Hell

@SadCustomers

2 years

@dkhos Fixed it.

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@SadCustomers

1 year

@Chefstrobel @AirbnbHelp @Airbnb Really sorry about this Chef! This is a rampant problem on the platform and Airbnb continues to ignore it and let people fend for themselves whenever it does. Book a hotel if you can, and if the upcharge is high you have the option of suing for that later.

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Customer Service Hell

@SadCustomers

8 months

@dkhos @UberEats Congrats on your nomination Dara!! Very exciting week for you. 👏

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Customer Service Hell

@SadCustomers

3 years

If you're sick of #airbnb 's alarming lack of customer service and regard for their users, you are not alone. Please help me spread the word with hashtag #BoycottAirbnb and/or retweet this so that we can warn others and hold ABB accountable. Enough is enough. #badcustomerservice

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@SadCustomers

1 year

@bchesky One out of FIFTY items is related to the thing that people complain about the most Brian - your Customer Service. You're making it a 2% problem when in reality it is way, way worse. Why does this continue to be glossed over by you and your team? This is madness.

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@SadCustomers

1 year

This. Is. The. Worst. #CustomerService #BadCustomerService #CX

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Customer Service Hell

@SadCustomers

3 years

@bchesky Brian - what good is doubling the number of Support agents if they all copy and paste from scripts and sound like robots? This statistic is meaningless unless the Support is actually good. I really wish you would address the *quality* of support, not the quantity of it.

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Customer Service Hell

@SadCustomers

3 years

Happy New Year everyone! My 2022 resolutions: 1. Keep exposing really bad Customer Service 2. Help out as many victims of this as I can ✊ #badcustomerservice #NewYear2022 #letsdothis

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Customer Service Hell

@SadCustomers

2 years

@dkhos @Uber @TheRevAl @joinpursuit And how many of those 1,500 seats will be filled with Customer Service Agents, out of curiosity? Just kidding. I already know the answer is zero. 🤦‍♂️

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Customer Service Hell

@SadCustomers

2 years

@bchesky My heart is hoping for vast improvements to your Customer Service infrastructure, but my brain is telling me not to be so foolish. Either way, I hope you address this at least a little bit Brian, because Airbnb has become the Gold Standard for unhelpful and lackluster Support.

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Customer Service Hell

@SadCustomers

9 months

@texasrunnerDFW And this is on top of the fact that they have the worst Customer Service out of any large company on the planet. Not looking great for them to be honest...

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Customer Service Hell

@SadCustomers

3 years

@ExpediaHelp Longer than average...so instead of keeping people on the phone for 3-5 hours, you're gonna keep them on the phone for a few days instead? Wonderful. Your self-service options are not very helpful so people contact your Support Team instead. Maybe try fixing that first.

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@SadCustomers

1 year

@WiseWalletWay @Airbnb @GovJoshGreenMD Exactly. They won't even refund people who have stays in Maui and then they pretend to be martyrs. Totally sickening.

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@SadCustomers

9 months

Ain't that the truth... 😞 #CustomerService #CX #CustomerServiceFail

MNC🏹

@Focus_SME

9 months

Customer Service these days...

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Customer Service Hell

@SadCustomers

2 years

Question for you @bchesky , @capow14 , @TaraBunch1 , @jgebbia and @nathanblec : If it was your vacation being ruined, would you actually want competent Support to help you get it sorted out? Why is @AirbnbHelp completely useless in this scenario? #badcustomerservice #airbnb

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@SadCustomers

1 year

@dansolomon @vrbo Sorry that you had to deal with this Dan. All of the @ExpediaGroup companies have poor customer service so it doesn't surprise me that they failed to help you. As others have mentioned here, a credit card dispute will be the easiest and most effective option here.

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Customer Service Hell

@SadCustomers

2 years

@dkhos Fixed it.

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@SadCustomers

1 year

@thebravobarbie @aplusk @Airbnb Fair point

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@SadCustomers

1 year

After seeing thousands of Support cases totally mishandled by Expedia over the past few years, it was fairly easy to reverse engineer their Customer Service playbook. And now you have it too. Beware. ☠️ #Expedia #BadCustomerService #CustomerService @Expedia @ExpediaGroup

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@SadCustomers

3 years

@llaureno23 @Airbnb This is what happens when a company doesn't care about Customer Support whatsoever. Now they have lots of pissed off people complaining on every single tweet of theirs, but it still doesn't phase them. Worth avoiding this company completely until they address this.

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