Bitchpants McCrabby (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
eibbil_libbie) wrote2014-01-10 12:38 pm
eibbil_libbie) wrote2014-01-10 12:38 pm
Entry tags:
Adventures in customer service
So far, I've had both corporate customer service as well as the regional sales manager email about the letter I wrote about our attempt to return a sweater.
Just wanted to let someone at you company know about the disappointing customer experience my husband and I had at one of your stores yesterday.
My husband received a sweater from Jos. A Bank for Christmas from my mother, but it was too small. Since she's in Ohio, and in her 70s, we said we'd return it down closer to our home and save her the trouble.
We walked into the store and weren't greeted by anyone - not one of the six people working in the store.
When I finally got someone to make eye contact and acknowledge our presence, we explained our situation and she asked on a heavy sigh "Do you nave a receipt?" We said no and there was an even bigger sigh. "Well, I"m going to have to research it."
It felt like I was asking her to remove a few fingers - like that was the level of effort she was looking at. Funny, I always thought that retail workers, especially ones that I assume work on commission, are supposed to research things. Or just maybe its because we said the magic "exchange" word and there wouldn't be any commission in there for her?
She was helping another client at the time and we understood, stepped back, and browsed the store while she spent the next 40 minutes helping a man buy two shirts.
During this time, we browsed the store. There were five other workers there. Three were engaged with their own clients, but two of them were rehanging suits and laughing with one another. I went over to them, thinking that perhaps one of them could help us. After standing in front of them for five minutes, and watching their eyes look anywhere but at me standing in front of them, I broke the silence with an "excuse me." After a few beats, one of them looked up at me - no greeting, just eye contact and a look that told me I was being very rude for interrupting his vitally important folding mission. I asked if they could help us with researching the exchange and the worker said no, that only a manager could help me. Then he went back to rehanging suits and laughing with his coworker. I was dismissed out of hand. No apologies, no "can I help you find something else while she finishes up" just a very big "you've been dismissed" attitude.
By this time, we've been in your store patiently waiting for an hour. The manager we spoke with had just about finished researching shirts with french cuffs for her client and was ringing up his sale when a woman walked in with her son carrying a box. I had a bad feeling about this.
The manager greeted the woman and sure enough, they were there to exchange a scarf.
I moved closer in, and caught the manager's eye, wanting to remind her that we were still there, and still waiting to be helped with the same issue.
So imagine my surprise when she finished her client's sale and she picked up the scarf and started researching for the woman. Within two minutes, she had found the sale and told the young man how much the scarf was worth.
At this point, we asked for our box back. The manager seemed truly shocked; as if she had no idea that she'd just completely negated an hour of our time, and rewarded our patience, by snubbing us completely rather than explain to the woman that there was another customer waiting for the same service and that she would be right with her when we were helped.
I was floored my jaw actually dropped open.
We still have to exchange the sweater for one that fits, and we will do so at a different location (hopefully with better results) but it will also be the last time we set foot in a Jos. A Bank store. Which is a pity because with my husband's promotion this past month, he's in need of a wardrobe update. Thankfully, there's a Men's Wearhouse close to us and I'm sure they'll be more than happy to help us with his clothing needs.
I'm glad business is so good for this store, and for your company, that your employees clearly have no need for new clients.
I've included the store address below for your reference.
Thank you for a singularly unpleasant shopping experience,
Just wanted to let someone at you company know about the disappointing customer experience my husband and I had at one of your stores yesterday.
My husband received a sweater from Jos. A Bank for Christmas from my mother, but it was too small. Since she's in Ohio, and in her 70s, we said we'd return it down closer to our home and save her the trouble.
We walked into the store and weren't greeted by anyone - not one of the six people working in the store.
When I finally got someone to make eye contact and acknowledge our presence, we explained our situation and she asked on a heavy sigh "Do you nave a receipt?" We said no and there was an even bigger sigh. "Well, I"m going to have to research it."
It felt like I was asking her to remove a few fingers - like that was the level of effort she was looking at. Funny, I always thought that retail workers, especially ones that I assume work on commission, are supposed to research things. Or just maybe its because we said the magic "exchange" word and there wouldn't be any commission in there for her?
She was helping another client at the time and we understood, stepped back, and browsed the store while she spent the next 40 minutes helping a man buy two shirts.
During this time, we browsed the store. There were five other workers there. Three were engaged with their own clients, but two of them were rehanging suits and laughing with one another. I went over to them, thinking that perhaps one of them could help us. After standing in front of them for five minutes, and watching their eyes look anywhere but at me standing in front of them, I broke the silence with an "excuse me." After a few beats, one of them looked up at me - no greeting, just eye contact and a look that told me I was being very rude for interrupting his vitally important folding mission. I asked if they could help us with researching the exchange and the worker said no, that only a manager could help me. Then he went back to rehanging suits and laughing with his coworker. I was dismissed out of hand. No apologies, no "can I help you find something else while she finishes up" just a very big "you've been dismissed" attitude.
By this time, we've been in your store patiently waiting for an hour. The manager we spoke with had just about finished researching shirts with french cuffs for her client and was ringing up his sale when a woman walked in with her son carrying a box. I had a bad feeling about this.
The manager greeted the woman and sure enough, they were there to exchange a scarf.
I moved closer in, and caught the manager's eye, wanting to remind her that we were still there, and still waiting to be helped with the same issue.
So imagine my surprise when she finished her client's sale and she picked up the scarf and started researching for the woman. Within two minutes, she had found the sale and told the young man how much the scarf was worth.
At this point, we asked for our box back. The manager seemed truly shocked; as if she had no idea that she'd just completely negated an hour of our time, and rewarded our patience, by snubbing us completely rather than explain to the woman that there was another customer waiting for the same service and that she would be right with her when we were helped.
I was floored my jaw actually dropped open.
We still have to exchange the sweater for one that fits, and we will do so at a different location (hopefully with better results) but it will also be the last time we set foot in a Jos. A Bank store. Which is a pity because with my husband's promotion this past month, he's in need of a wardrobe update. Thankfully, there's a Men's Wearhouse close to us and I'm sure they'll be more than happy to help us with his clothing needs.
I'm glad business is so good for this store, and for your company, that your employees clearly have no need for new clients.
I've included the store address below for your reference.
Thank you for a singularly unpleasant shopping experience,