Customer Feedback Gets Lost Between Departments

Posted by David | Jan. 20, 2026, 11:05 a.m.

Industry

Retail

Pain Level

7 / 10

Affected People

My company (20+)

Job Role

Customer Service Manager

Frequency

Daily

Status

Unsolved

Takes

Contact

j.miller@retailco.com

Problem Description

When customers submit feedback or complaints through our website, it goes to customer service. But if it's a product issue, it needs to go to product team. If it's a delivery issue, it needs logistics. Right now, customer service manually forwards emails and often they sit in inboxes unread. We have no visibility into whether issues are being addressed and customers follow up angry that nothing happened.

Current Workaround

Weekly meetings where we review all feedback, but by then it's too late and customers are already upset.

Takes:

Tom Jan. 24, 2026, 7:08 p.m.

We get blamed for 'ignoring customers' when the reality is the feedback vanishes into forwarding chains. By the time it reaches the right team, the customer has already followed up twice and is furious. It makes the whole company look disorganized.

Pain: 7/10 Daily My company (20+)

Elsie Dec. 16, 2025, 6:15 a.m.

Same experience here: customer service becomes a 'human router'. People forward emails with no clear owner, then everyone assumes someone else is handling it. The most frustrating part is having no visibility when a customer asks, 'what is happening with my case?'

Pain: 6/10 Daily My company (20+)