Name and Shame
Name and Shame

BIOLIFE PLASMA SERVICES REVIEW

Complaint
#5YEDF

This complaint was posted on NAS on 8th Mar, 2022 and is a permanent record located here: https://www.nameandshame.com/biolife-plasma-services-5YOOW/terrible-customer-service-management-id5yedf .

NameandShame Author
gaiceiN
4th Mar, 2022

Terrible customer service and management

I am writing today to complain of the poor service I received from your BioLife in Riverdale, Maryland, on January 28, 2022.I was scheduled for a 12:10pm appointment time. I was screened and sent to the back by 12:36pm. I was called to the donor floor at 12:42pm. I sat on the donor floor, waiting to be hooked up for over 1 hour. On the floor at the time was Elaine, Nalisa and Alisha. The manager, referred to as “Bre”, came and prepped the machine and left. Elaine and Nalisa continued to hook up people, however, they failed to go in the correct order, resulting in donors that arrived after I was seated, being hooked up before me. After an hour passed, myself and another donor were asking when we will be hooked up as Elaine and Nalisa continued to walk past us, with no communication whatsoever. Alisha came over as she could see my frustration at that point and she informed Elaine that I had been skipped. This did not matter and Elaine continued to hook others up prior. When another young lady returned from her break at 1:39pm, she asked me what was wrong, I informed her I have been waiting over an hour to get hooked up and Elaine and Nalisa are being completely rude and not providing anytype of customer service and I asked to speak to a manager. No manager ever came to speak to me, even after being told what the issue was by the staff. The young lady hooked me up finally and I did not end up leaving until 2:50pm. This is beyond ridiculous when my appointment was at 12:10pm. How do you defer someone without having a conversation or even taking the time to investigate or even ask me what’s going on? The following week on February 2, 2022, I returned for my next donation. Upon my arrival, I was unable to complete my questionnaire as the message said I needed to report to a manager. I was pulled into an exam room and notified I had been deferred as a result of me being upset by the piss poorcustomer service I received on January 28, 2022. I explained to the managerwhat happened and told her that despite me asking to speak to a manager duringthat incident, nobody came and talked to me so please explain why I wasdeferred due to their lack of customer service. That manager took off thedeferral once I explained to her what happened and told her I was not being belligerentwith other customers, but I did have other donors asking me why I haven’t beenhooked up and they got there after I did. Since I began at BioLife, not one time has things run smoothly.What is the point of making an appointment if I will not been seen until 1-2hours later. I am most annoyed that I was not only deferred, nobody notified mein advance or cared to hear my complaint. The staff uses colorful languagewhile on the floor and has conversation about personal stuff within earshot ofthe donors. What is even more bothersome is the unprofessional nature of thehead nurse Elaine. She is very rude and lacks customer service skills. Thestaff at BioLife, including the management team, needs ongoing customer servicetraining or be fired. Overall, the staff at the Riverdale, Maryland, BioLife location,are unprofessional, have constant attitudes, are not attentive to donors, andcomplain about being at work. I trust this is not the way that BioLife wishes to conduct business with valuedcustomers. As someone with a Master’s Degree in Human Resources and CustomerService, I would welcome the opportunity to discuss matters further and tolearn how you propose to prevent a similar situation from recurring. I lookforward to hearing from you.


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