9 Examples of Customer Complaints and How to Handle Them – Most Common Issues!

Mistakes can happen, and customer expectations may not always be met, leading to unavoidable complaints. However, as you'll see from the examples of customer complaints and how to handle them in this article, complaints aren’t always a bad thing.

Sometimes, these unfortunate moments can turn into great opportunities to showcase excellent customer service and win over customers.

Why Should Customer Complaints Be Taken Seriously?

As mentioned on Mailchimp’s website, before the internet became dominant, dissatisfied customers would typically express their concerns directly or share them with friends and family. However, today, it’s easy for them to post negative reviews online, making their complaints visible to anyone with an internet connection.

This is why handling customer complaints seriously is crucial—if not, you may face serious consequences such as:

1. Damaging Reputation

Customers often trust the opinions and experiences of others. In fact, most potential buyers read online reviews before making a purchase. Now, imagine what would happen if you didn’t take customer complaints seriously. Negative feedback could spread, leading to a damaged reputation for your business.

Building a good reputation takes time, but it can be ruined quickly if complaints are not handled properly. That’s why addressing them promptly and professionally is crucial.

2. Creating Negative Speculation

A single negative review can overshadow a dozen positive ones. To prevent this from happening, address customer complaints promptly. Otherwise, people may start associating your company with poor customer service or low-quality products.

Ignoring complaints can lead to rumors and speculation, which can further harm your brand’s credibility. Taking immediate action shows that you care about your customers and are committed to providing the best service possible.

3. Losing Customers

Unresolved customer complaints, especially when shared widely, can drive potential customers away. Worse, they might turn to your competitors instead!

4. Lowering Employee Morale

A high volume of customer complaints can negatively impact employee morale. When employees constantly deal with unhappy customers, they may start feeling unappreciated or ineffective in their roles.

5. Overshadowing Good Performance

As the saying goes, "One bad apple spoils the bunch." This is exactly what happens when customer complaints are not handled properly. No matter how many positive experiences your business has delivered, a single unresolved complaint can overshadow all the good work you've done.

Examples of Customer Complaints and How to Handle Them

Although customers may experience various issues, their complaints can generally be classified into the following nine categories. Here are examples of customer complaints and how to handle them.

1. Product Issues

Customers are likely to file complaints if the product they receive has issues.

Example:A customer receives the wrong product, a damaged item, or a product that does not function as

How to Handle It:

• Ask the customer to document their complaint so you can determine whether the issue was caused by the seller or if the customer misread the product information.

• Ask questions to identify the root cause of the problem. If they are using the product incorrectly, politely guide them on how to use it properly.

• If the product is damaged, most companies have a policy to replace the item at no cost or offer a refund to the customer.

Also Read: Product Innovation: Purpose, Benefits, and How to Implement It

2. Customer Service

Customers may feel frustrated if their complaints are not properly addressed and resolved, even after reaching out to customer service.

Example: A customer becomes frustrated after having to explain their issue multiple times to different customer service agents, especially if the problem remains unresolved.

How to Handle It:

• Ensure that the customer service team receives proper training and is equipped with the necessary information to handle various issues.

• Empower them to make decisions and resolve problems on the spot without needing to escalate to higher management.

• Implement a system to track and follow up on customer complaints to ensure that none are overlooked.

3. Wait Time

This type of complaint occurs when customers call a call center and have to go through multiple extensions before speaking directly to an agent or when they experience long wait times.

Example:

A customer has to wait in a long queue to receive service, such as being on a waiting list at a restaurant.

How to Handle It:

• Reassure the customer and acknowledge that their time is valuable. Don't forget to thank them for their patience. If possible, provide an estimated wait time.

• If long wait times occur frequently, consider improving operations to reduce delays, such as increasing staff or adding more tables.

4. Delivery Issues

Customer complaints often arise due to delayed deliveries, especially in online businesses. These delays are often caused by third-party shipping services.

Example:During major sales events, such as double-date promotions, a surge in orders leads to shipping delays.

How to Handle:

• Inform customers that you have received a higher-than-expected volume of orders.

• Offer an incentive, such as a discount coupon, as an apology for the delay.

• Once the package has been shipped, reassure customers that their order is on the way and kindly ask for their patience, as the shipping provider may also be experiencing high demand.

5.  Personnel

Customer complaints about personnel may arise when they are dissatisfied with their interaction with a company staff member.

Example:

A staff member is rude, unfriendly, or ignores a customer's complaint, making the customer feel disrespected and undervalued.

How to handle it:

• Ask the customer to describe their interaction with the employee.

• If they are unsure of the employee's name, request a description of the person.

• Validate the customer's frustration and apologize for the situation.

• Speak with the employee and arrange additional training if needed to prevent future occurrences.

6. Online Reviews

This type of complaint occurs when customers publicly share their feedback on online forums or social media platforms. Since many people might see the complaint, it's crucial to resolve the issue as quickly as possible.

Example:A customer complains about receiving spoiled or damaged food and shares their experience on social media. Unexpectedly, their post gains attention and goes viral.

How to Handle It:

• Contact the customer directly to ask if they are willing to discuss the issue.

• Understand their complaint and respond seriously. If appropriate, offer fair compensation.

• Once the issue is resolved, politely ask the customer to remove their complaint or clarify that the problem has been addressed.

• However, some customers may simply want to complain or expect unreasonable solutions. If you've made every effort and a fair resolution isn't enough, it's time to move on.

7. Repeated Complaints

This type of complaint occurs when a single customer provides the same feedback multiple times or when multiple customers report similar issues.

Example:

For instance, many customers complain that the product they ordered arrived with missing components.

How to Handle:

• Discuss the issue with a manager or superior. Consider whether temporarily halting sales of the product is necessary until the company can resolve the problem.

• Respond to customer complaints promptly and ask relevant questions to identify the root cause. Ensure that customers feel heard and receive appropriate compensation.

8. Communication Issues

This type of complaint arises from misunderstandings between the customer and the business.

Example:A customer misinterprets a company message, such as an advertisement.

How to Handle:

• If the company’s communication was unclear, apologize to the customer and explain what caused the misunderstanding.

• If the customer misinterpreted the message, respond respectfully without placing blame on them.

9. Pricing

Complaints about pricing may stem from a lack of understanding of the product's value, comparisons with competitors, or unexpected additional costs.

Example:A customer feels that the product they purchased is too expensive or does not provide the value they expected for the price they paid.

How to Handle It:

• Clearly explain the value and benefits of the product to justify the pricing.

• Offer tiered pricing or bundles to accommodate different budget levels.

• Conduct market research and evaluations to ensure that your pricing is fair and competitive.

Also Read: Pricing Strategy: Definition, Factors, and 25 Types

So, those are some examples of customer complaints and how to handle them. Speaking of customers, you can also store your customer database using the Labamu app. Seriously, with just one app, you get access to multiple business management features. Hurry up and download it now from Google Play or the App Store!