Can you please give me your opinion on this? Went so well last time i'm on a roll!
Dear Sirs,
I am writing to complain about the service I received on a recent visit to your store at XXXXXXXXXXXX (Removed in case anyone works there!) last Friday (16th March).
I work nearby and therefore visit the store regularly; I had previously purchased a top from the ‘Cameo Rose’ collection and was visiting to return it. The reason for the return was that I had worn the top and washed it, according to the care label instructions, in the washing machine at 40deg. When I took the top out of the machine, it was covered in holes and funny marks, as if it had been ironed too hot. Of course I was not happy with this and classed it as faulty. I followed the care instructions and therefore these holes were not there because of anything I had done. I took it back to New Look to request an exchange or refund. I loved the top and would have been more than happy with an exchange (and would have hand washed it from then on!)
I went to the counter and the girl serving me called over her supervisor / manger (I think her name was XXXX (removed in case she's on here!)or something similar) who looked over the top. She asked me if I had ironed it, to which I replied No, I just washed it and when I took it from the line to wear it, saw the holes. The lady then proceeded to, basically, tell me I was lying. She said ‘these are iron marks’ I told her, again, that I hadn’t ironed it. She then said ‘well you have, because these are iron marks. You have ironed it too hot’. I explained that I knew it looked that way, but I assured her I hadn’t ironed it. As I am sure you can understand I was not happy at being spoken to in this way.
Her attitude and general lack of customer service skills amazed me. As someone who has worked in retail and customer service roles most of my working life, I would have expected more courtesy as the customer. I do not appreciate being made to feel like a liar when simply trying to return a faulty garment that cost me £9.99.
In the end she said she would exchange it ‘as a goodwill gesture’ however the top was sold out and I ended up having to spend more money on a similar top, as she point blank refused to give me a refund.
The lady I dealt with was rude and disinterested, all in front of the other lady who was at the checkout, which is not something I would expect from someone who is clearly in a senior role in the shop. I was always lead to believe that in retail, the customer is always right. While I do not expect sales assistants to be subservient, I do expect a degree of respect and sociability from them.
I have always been a customer of New Look, however I now refuse to visit this particular store, purely because I am extremely unhappy with the way I was treated on this occasion. I will visit other stores but feel let down and angry at New Look for this incident.
I wanted to write about this as it seems to me that this lady could do with some extra training on how to deal with disgruntled customers and hopefully something can be done about this. I would also expect some sort of compensation for the way I have been treated.
I look forward to hearing from you,
Yours Sincerely,
October11
THANKS!
