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monkey fingers
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Really good customer service- Dorothy Perkins

monkey fingers, 21 December, 2008 at 22:57 Posted on Off Topic Posts 0 8
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On Monday I bought a cardigan, I had wanted it for ages, it was £35, so not dreadfully expensive or anything.

I wore it three times and washed it once (followed the instructions) it went really bobbly and fluffy, I decided to take it back but, sods law- I couldn't find the receipt, I always keep receipts!

Yesterday, I just figured I was stuck with it, so wore it under my coat. When in town I walked past Dorothy Perkins and thought I would go into see if they had any other returned and is it was something I had done wrong, I explained straight away I had lost the receipt. The sales assistant told me to go and get another and she would swap it for me, I was so happy that she offered this, without me asking and without any proof of purchase. I went and got another, and noticed it has been reduced to £20. More Sods law, but I was too annoyed as this time of year it is bound to happen.

I took the replacement to the till, I asked if there was anything I should do to stop it happening again, she looked at it and said I don't think you can, you should go and choose something different. I said it was very nice of her, but now it was in the sale I didn't think there was anything else I could get for the same reduced price. She said, no you can have the full £35. I was so pleased and still surprised.

So off I went and got a few other bits as there were a couple of things in the sale I liked. She sorted it all out for me and was so lovely.

I asked her for her managers name so I could write and compiment her, she smiled and told me that she was the manager and not to worry about writing in, just to have a nice Christmas.

I am still all warm and fuzzy that she was so kind and helpful, even more so because it must have been such a stressful day for her as the shop was so busy.

8 replies

Latest activity by crystal-k, 22 December, 2008 at 14:28
  • Nun
    Beginner September 2006
    Nun ·
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    If you work for the NHS and take your ID in they take 10% off. I love DP.

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  • RonyTheChristmasPoo
    Beginner
    RonyTheChristmasPoo ·
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    Blimey! - nice to have a post that warms the cockles?

    I'd be inclined to drop off a note to head office, complementing the manager of said store.

    ? @ DP

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  • B
    bobbly1 ·
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    I bought a couple of pairs of joggers from Evans (part of DP I think) and they had metal toggles on the drawstrings.

    The ends of the toggles (small metal discs) came off in the wash and one got stuch in the drum of the washing machine. I brought them back and they immediately refunded them back to my card, and told me to ring Head Office if I had any problems with the washing machine. Luckily we got the disc out, but again, great service, immediate apologies and immediate refund.

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  • F
    freyamo ·
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    Nice to hear about good customer service for a a change, don't very often here of any!! well done dotty p's.

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  • monkey fingers
    Beginner
    monkey fingers ·
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    Thank you for all of the responses, I don't work for the NHS, I just cause them lots of work!

    Thank you for the suggestion, I will write to Head Office.

    I think there are so many people who provide bad service, and it is easy to over look those that do well. I use to work in Customer Relations and it is nice to be rewarded for your work.

    I have never had bad service from DP, often had to return things I bought online and they always take it back- I usually have proof of purchase though. I told the manager that I always make it my first point of call when I need some clothes, I think they are wonderful value too. I am pleased others have found different shops, within the chain, to have equally good service.

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  • P
    Beginner
    peanut ·
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    Thats really good..

    we have just had fantastic customer service from tefal with our jamie oliver pans we got as wedding presents in 2006. they have scratched badly and the teflon had started to peel. I just wrote a quick email to them asking what we could do as we use the jamie oliver utensils and they asked for a few photos, which I sent and then they have sent us a complete new set including some frying pans that we didn't have.

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  • Hungry Caterpillar
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    Hungry Caterpillar ·
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    It's always nice to hear about good service - she sounds like a very nice and helpful lady.

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  • crystal-k
    Beginner July 2008
    crystal-k ·
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    I used to work in Outfit (like a department store with all of the Arcadia brands in it including DP) and it was company policy to refund any faulty items (as long as the fault was genuine of course) at the full price, with or without receipt. We were instructed to always give the customer the benefit of the doubt (this was four years ago, don't know if it has changed).

    I think its a policy that should be adopted by other big brands. I bought some hair dye from Tesco the other day but when I opened the box the colourant (SP?) was missing. I couldn't find the receipt but took it back to Tesco the next day and just asked if I could change it for another one. The lady on Customer Services refused as she said I could have bought it anywhere and she couldn't just take my word for it. Nine quid down the drain.

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