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“Nice shoes - Shame about the dreadful customer service!”

Written on: 05/03/2012 by SueWalsh

My pair of Dune black calf boots arrived 29th Feb 2012.
Having worn the boots once, the heel on the left boot felt as if it were bending inwards so on 5th March during a rare day off, I drove 20 minutes to House of Fraser in High Wycombe to get a replacement pair. I arrived at the Dune concession at 14.05. The 1st assistant couldn't help. the 2nd assistant wouldn't help. The duty manager clearly didn't want to help. Having pulled and tugged at the boots, the Duty manager put the boots on and proceeded to walk around the shop before telling me there was nothing wrong with them! It was now 14.25!
I had spoken to HOF head office, before I visited Dune, where a helpful lady told me to take the boots back and Dune would replace them. The Duty manager told me I was lying and no one at head office had authorisation to offer a replacement. I tried to point out to the manager that I didn't want a refund and had nothing to gain from driving 20 mins to get a replacment for a pair of boots that have nothing wrong with them. She clearly didn't get this! I guessed her revenue targets must be affected by exchanges! I am a sales and service training professional by trade. I now have another anedote for dreadful customer service to share with the c2000 delegates, and potential Dune customers, I see each year. It's rare for me to experience this level of poor service. I guess it keeps me in business!