Rude & Unhelpful Schedulers

I have had several issues with ACL and I’m wondering if it’s just me. I had a home evaluation shop scheduled, but the company never showed up. So I planned to reschedule the inspection per the shop directions. But, it would be past the end date of the shop window. So I sent the scheduler a detailed email to see how I should proceed and was told to “follow the guidelines”. Gee really?! She never spoke to the issue that the due date will be over by the time the company sends someone out, and I will get ‘you missed your shop’ type emails, and probably won’t have access to the submit area a week later!

On another shop I was questioned about not leaving exactly an 18% tip. When I asked where the specific tip percent was discussed I got a screenshot of the guidelines. This is what they were, “Max Reimbursement / Gratuity:Meal+Bar+Tickets: $75.00 / 18%”. So, the MAXIMUM that I would get reimbursed for a tip is 18%, that doesn’t mean it has to be that amount. This may not seem like a big issue and maybe semantics, but I follow guidelines very carefully to ensure that my shops are accepted. If a company doesn’t have clear expectations, or something happens that isn’t the shopper’s fault, then there isn’t a need to a snarky email or lack of assistance! Anyone else have this happen?

Edited 1 time(s). Last edit at 05/09/2019 12:25AM by divinedesignjewelrygmail.com.

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@divinedesignjewelrygmail.com wrote:

I have had several issues with ACL and I’m wondering if it’s just me. I had a home evaluation shop scheduled, but the company never showed up. So I planned to reschedule the inspection per the shop directions. But, it would be past the end date of the shop window. So I sent the scheduler a detailed email to see how I should proceed and was told to “follow the guidelines”. Gee really?! She never spoke to the issue that the due date will be over by the time the company sends someone out, and I will get ‘you missed your shop’ type emails, and probably won’t have access to the submit area a week later!

On another shop I was questioned about not leaving exactly an 18% tip. When I asked where the specific tip percent was discussed I got a screenshot of the guidelines. This is what they were, “Max Reimbursement / Gratuity:Meal+Bar+Tickets: $75.00 / 18%”. So, the MAXIMUM that I would get reimbursed for a tip is 18%, that doesn’t mean it has to be that amount. This may not seem like a big issue and maybe semantics, but I follow guidelines very carefully to ensure that my shops are accepted.

While I have not had an issue with ACL, I know what you mean about unhelpful schedulers and editors. I have shops that I've done over and over with no problem. Then a new editor shows up and I get questions shot back at me seconds apart. I have followed the guidelines and the questions have only shown the editor's inexperience. I had one editor asking questions about a convenience store shop where she was misnaming the parts of the pump and fuel dispenser. It seems to me that your guidelines were rather vague. You can ask that the issue be sent to a Senior Editor. Also, make sure you "reply all" so the scheduler is notified.

That’s a great idea, but the scheduler is worse! Unfortunately I think she is in charge of all the shops in my area.

Edited 1 time(s). Last edit at 05/09/2019 03:02AM by divinedesignjewelrygmail.com.

Why would you not leave an 18% tip?

I recently has two shops scheduled and I completed one and couldn’t do the second one the same day, it was just one of those days where you have to reschedule. It was beginning of the month. I email scheduler right away and I offer to do it by the end of the week. The lady freaks out! She tells me that client has become very demanding and that they have tight deadlines. Then she asks if I am still willing to complete the two other shops that are scheduled for The following month!? I was surprised. I have done maybe two shops for them in the past so this is not the company I usually work with. So the shop that I did complete, editor asked questions two weeks later. I responded with a huge question mark. He explained that they have been busy due to Easter holidays!? No, it is not ACL. It is a turnoff to work with amateurs; many things and issues can be worked out easily..

Edited 2 time(s). Last edit at 05/09/2019 02:55AM by MikiNV.

I have loved ACL and started with them when I started shopping three years ago. In the beginning, I had a few newbie bumps in the road. After I understood the process, they became my favorite. They just switched my scheduler this month and she is unresponsive. I had a great relationship with the previous schedule. She responded in minutes.
Now, I did two shops for them this week and two new editors I have never had before sent back ridiculous comments about "errors." I don't mind feedback, but I've been writing my reports the same for two and a half years with no problems. Suddenly, I get new editors and weird feedback??
Hopefully, it's just a bump in the road. I've always loved ACL.

Socalmama- I left .1767 of the total bill as a tip, for cold fries, an entree that was made incorrectly, and mediocre service. A tip is a gratuity, and not mandatory. This has even been held up in court cases, and certainly 18% is an individual’s choice. This is why some receipts calculate tips at 15%. Regards, my question was about shop guidelines/schedulers not being specific or helpful.

Edited 1 time(s). Last edit at 05/09/2019 03:32AM by divinedesignjewelrygmail.com.

ACL requires tip amount regardless of reimbursement. Figure it before tax. It will be stated in guidelines what percentage it is.

@divinedesignjewelrygmail.com wrote:

A tip is a gratuity, and not mandatory. This has even been held up in court cases,

Oh geez.

Who is ACL ????

ACL is the acronym of the MSC. Check the list of companies at the bottom of the page for the one that fits.

Thank you

@divinedesignjewelrygmail.com wrote:

Socalmama- I left .1767 of the total bill as a tip, for cold fries, an entree that was made incorrectly, and mediocre service. A tip is a gratuity, and not mandatory. This has even been held up in court cases, and certainly 18% is an individual’s choice. This is why some receipts calculate tips at 15%. Regards, my question was about shop guidelines/schedulers not being specific or helpful.

Oh my bad. I guess I don't know how this whole mystery shopping / dining thing works. Sorry about that.

I feel like ACL and some other companies require 18% regardless of service. It’s also just common practice. If you’re unhappy about the product, you can complain and get a replacement or even comped.

Honestly, the few % you’re saving by not giving them the chance to fix is petty at best.

I recently got a remark from an editor when I left less than an 18% tip at a place where I ordered from a walk up counter, carried my own plate and silverware and cup to the table, seated myself, had only the entree plate delivered, got my own drinks and refills and the "server" who was very nice, had about 20 tables due to the fact that they were not a full service restaurant. I did not leave a full 18% tip and do not think it necessary in that sort of place or fair to servers in full service places who only handle 4 or 5 tables at a time. I was told I would stick out by the editor. If everyone leaves 18% in this place with the server having so many tables and only one visit to the table and then a clean up at the end required these servers would really pull in the dollars compared to the full service restaurants. I wonder why the more experienced and upscale servers choose to work in regular restaurants with full service.

That requirement may well be by the CLIENT, rather than the MSC. Most are, in my experience. If you feel tyhat you got an inexperienced editor, respond by contacting someone higher up. MANY MSCs do not allow the scheduler to overrule an editor, so, move the issue up the chain of command.

btw, in my densely populated (and heavily shopped) "turf" I work with 5 ACL schedulers, each with her own geographic area. I am happy to state that even a 24 hour wait for a reply is highly unusual...2-4 hours is the norm for the DMV schedulers.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

@Lucky nelson wrote:

Who is ACL ????

ACL is A Closer Look.

OMG. That's funny!! Thanks for the laugh.

@SoCalMama wrote:

@divinedesignjewelrygmail.com wrote:

Socalmama- I left .1767 of the total bill as a tip, for cold fries, an entree that was made incorrectly, and mediocre service. A tip is a gratuity, and not mandatory. This has even been held up in court cases, and certainly 18% is an individual’s choice. This is why some receipts calculate tips at 15%. Regards, my question was about shop guidelines/schedulers not being specific or helpful.

Oh my bad. I guess I don't know how this whole mystery shopping / dining thing works. Sorry about that.

Kim

Tip is based on food and beverage total excluding tax. if you left 17. something percent of total amount, it would really be a higher percentage. I am not sure if matters but I am just throwing it out there as a potential explanation to scheduler/editor. Keep at it, don’t get discouraged; if your shop was accepted and You will get paid, then all is good.

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