Shockingly consistent

<p>Season 1... Episode 4.... I FINALLY received a response from Cape Union Mart after 3 letters and a HelloPeter review. </p> <p> </p> <p><em>"Thank you for purchasing from Cape Union Mart online store. We do apologies for the delay in response to you. The shorts your purchased do not come with a belt there was an error on the picture. Would you like a refund of the shorts or what would you like. Once again we do apologies. "</em></p> <p> </p> <p>Despite being verrrrrrry tempted to respond with a recommendation that a course in professional language be undertaken, I suspect that a course in Customer Service is probably more pressing for Cape Union Mart employees. </p> <p> </p> <p>The email response to me did not address the quality problem I had with one of their shirts, and there is no point to me even raising the fact that the person I gave the shorts to has told me that the pocket is coming apart. </p> <p> </p> <p>Anyway, I digress.. After being offered <em>a refund or what would I like</em>, I prompty rep**** saying 'yes please I'll have that refund, this after much deliberation (no not really) as to whether I should recommend that what I would actually like is for them to learn the basics of customer service as a first step. </p> <p> </p> <p>No acknowledgement was forthcoming to my response and surprise, surpise.... no refund.</p> <p> </p> <p>So, here is my message to the Cape Union Mart Management team .... I really must commend you, if nothing else, you are consistent, albeit it in a bad way. </p> <p> </p> <p>I'm not sure what is going on inside your organisation but bad customer service and quality issues are perhaps indicative of a culture problem and are a recipe for disaster. The rot is starting to set.</p> <p> </p> <p>I 'm not going to waste any more of my time trying to response this, and now chose to vote with my feet. I wil therefore not be shopping at either your stores or your online outlet again. </p> <p> </p> <p>If it is not already happening, in time you may well experience a steady decline in sales, market share, profits etc. If that happens, you deserve it. You don't get to treat your customers the way you do, and keep them.</p>