Written on: 26/07/2012
I purchased as navy clutch bag from Dune Brent Cross - after looking everywhere for a navy bag. The assistant said she would give me a new one from the back which she did. She asked if I wanted my receipt in the bag and that was all.On returning home and examining the bag I notice that the grain in the leather was patchy - smooth in some places and grained in others. I phone BX and was told by an assistant to come back to the store which (as I am an elderly lady) was impossible for me to do. I needed the bag for the following day.Assistant informed me she woudl phone Watford branch for a replacement if I could get there and also offered me 20% for my inconvenience. This I thought was very good although I was not happy having to travel to Watford early the following morning. I then get another call from BX telling me they have the bag and would given me 10% as a goodwill gesture.WHAT HAPPENED TO THE 20%. I then emailed customer services at their head office. after a few emails I was told that their assistant at BX asked me if i wanted to view the bag and I said it was not necessary. She also denied offering 20%.
It is disgusting to treat customers like this - to cover her mistakes I was made out to be a liar. Staff should always check goods before placing on the shop floor or giving over to customers. I have been in the business for many years and have never come across such blatent lies from staff.
THE CUSTOMER IS ALWAYS RIGHT EVEN IF THEY ARE NOT - U CAN HARM YOUR BUSINESS WITH BAD STAFFING . THEY SHOULD KNOW THE COMPANIES POLICY OF ONLY OFFERING 10% BUT IF 20% IS OFFERED THEY SHOULD ADHERE TO THAT. tHE 10 OR 20% IS NEGLIGIBLE WHAT IS DISGUSTING IS THE WAY , AS A CUSTOMER, I WAS TREATED IT IS THE PRINCIPLE - TAKE NOTE!!!!!
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