Customer Service is Key
Read my review if you like stories. I’ve been shopping at Abt for years. It’s to the point I can’t even count the number of accounts I accidentally created with them with different email addresses and phone numbers from the different stages of my life. The reason why I feel so loyal to this company is because the standard of care and feeling of responsibility the owners seem to have for their customers. This is where the story turns. I had my first, I’ll call it “unfavorable” experience earlier this week when a product I had purchased 3 of, was not working the way I had expected. I went back to the store to sort it out and because the issue with the product made a pretty big impact, I came in frustrated and devastated. I was literally crying speaking with a tone of frustration, that most people would probably have been deterred by me. Not Louie Igyarto. He let me get all my frustration and concerns out and then he told me how bad he felt and that he didn’t want me to cry. I actually felt so seen by him in a way only my therapist usually makes me feel, haha! He then offered a solution to me right away with his managers approval and I left feeling incredibly grateful. Then my second “unfavorable” experience happened but this time my issue was with a service employee. My dad had a dash cam installed yesterday but did not receive the amazing customer service my husband and mom received when they had theirs installed. When my mom and husband had theirs installed, they raved about how patient and kind their technicians were and how they were educated on their purchase. Not my dad. My mom and dad came to me today and asked me to install the app and explain the process to my dad because it was not done for him, even when he asked. Apparently that tech was also rude when speaking to my parents. I didn’t really know how to use the app either, so we went back to the store and I asked for help but used my moms car since hers got disconnected (we think from lack of use). I unfortunately ended up with the same technician my dad had, and he was so mean and unwilling to help. I have no idea what his deal was. I didn’t even know he was the same person that my dad interacted with until he told me himself in a rude way. I felt fed up and thought maybe this was it for me and Abt. I was so sad thinking my family and I may no longer feel comfortable shopping here anymore. Abt has helped furnish many homes and cars in our family, so it felt like losing a trusted friend. I then remembered amazing Louie. I knew I couldn’t just move on to a cold hardened big box store when sweet amazing Louie is whom I can purchase from. So I decided to go back to the store to give some feedback. I just felt so wronged that I had to share my feelings and experience in order to move forward. I spoke with the manager James Senne who immediately apologized for the experience and asked if he could help me resolve anything. He seemed so genuine and authentic in wanting to make me feel better and that he cared about my feedback. It’s a reminder that Abt is different than other stores and the reason why I will keep coming back and why I will recommend the store to anyone. Moral of the story is that Louie is who you want to make all your purchases with. He actually cares and it shows in the most empathetic and authentic way. I think he is only in the mobile or car accessory department but I don’t care; buy it all from him. James as well, he has an amazing ability to make someone feel appreciated even though I started my conversation with him with so much anger. Shoutout to Jake at the service desk as well for being so kind, patient, and eager to help. Those 3 are the perfect representation of commitment to great customer service. I hope the company truly recognizes them as the perfect representation of why Abt is so successful.