Thursday, April 30, 2009

Agnes b the Disappointing Shopping Experience

Dear Sir/Madam,

I am writing to complain against a salesperson at la Maison sur l'eau at Causeway Bay. At around 8:15pm on 27 February, I was about to redeem a few notebooks and a set of paper clips (with a total value of $400, all items are valued under $100) with two $200 coupons, which were given out in the campaign in January. Salesperson A, who was about to handle the transaction, told me that I had to get at least one item valued at $200 or above so as to use the coupons. I replied Salesperson A that such condition was not mentioned in the Terms and Conditions of the coupons. She added that the salesperson who gave me the coupons should have explained that to me verbally and she asked which shop I got the coupons from.

After a while I insisted there was no such condition in the T&C and it did not make sense not allow me to make the purchase, she finally said she would check whether I could use the coupons in such case, and she left the cashier. After around five minutes, Salesperson B came over and said it was fine for us to pay with the coupons for the purchases. I did not see Salesperson A at all when I left the store.

I feel Salesperson A was being dishonest and trying to get advantage because a well-trained staff should not be unclear about the T&C, especially the campaign had lasted for nearly a month already and it was even the day just before the expiry date of the coupons. Also she was being unprofessional and impolite for not finding out the truth before she turned me down, and also not explaining and apologizing for the mistake she made afterwards.

I regret to say that I did not manage to get the name of Salesperson A because of her disappearance, but I believe your company should be able to track that.

I demand a written response and explanation on this matter from your company. Should there be anything unclear, please feel free to contact me at xxxx xxxx. Thank you for your kind attention.

miss p

Dear miss p,

Thank you for sharing your opinions with us.

We are truly sorry to learn of your unpleasant experience, and we would like to sincerely apologize for any misunderstanding caused by our sales staff. Please rest assured that we will coach our front-line staff and provide more intensive training for improving their skills in serving our valued customers. Please accept our sincerest apology for any inconvenience and disappointment caused, and thank you for your valuable comments once again.

For further queries, please feel free to contact our Customer Service Representative at 2805 6222. We are always pleased to serve you.

Yours sincerely,
Customer Service Team

the so-called apology is such a bull shit. it's not the first time that they manipulated T&C. once they changed the T&C of membership program: originally a member was entitled to 5,000 points with any purchuase on the birthday. they changed to purchase of any silver accessories without informing members. it took me quite some time to bargain with the customer service that i joined the program under certain T&C, how could they change it anytime they want?

i am totally disapointed with agnes b hong kong.

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