Poor service & shopping experience
<p>As part of a wedding anniversary gift, my wife purchased a GUESS men's fragrance for me at Edgars only for us to discover that the product has no scent after about 15 or 20 minutes later, which can only mean that Edgars is selling expired products. I returned the product and was promised a call from the GUESS rep in two days. To date (more than a week later) NO ONE from Edgars Tokai, nor any GUESS rep has contacted me & only after I complained via email did they now ask me to come and visit the store again. What a waste of time, money & effort. Edgars Tokai really does not know how to treat their customers & should learn the value of customer service. This has moved me to never wanting to ever shop there again or at any Edgars store for that matter. It's not so much that we were sold junk, but how the matter was handled. That was the nail on the coffin. </p>
We have escalated the complaint to the Edgars Blue Route Mall management to address as our valued customer is not happy with the overall poor service when you reported the quality of a GUESS men's fragrance purchased in store. A reference number for the formal complaint logged on your behalf is as follows ***/GO. The store management will make certain that this kind of incident does not re occur and provide the necessary training for our staff members. It is feedback from customers like you that will ensure that we will continue to maintain the high standard of service that you expect of us.
Kind regards,
Customer Experience Team
Call Centre: ***.
Best regards,
We have escalated the complaint to the Edgars Blue Route Mall management to address as our valued customer is not happy with the overall poor service when you reported the quality of a GUESS men's fragrance purchased in store. A reference number for the formal complaint logged on your behalf is as follows ***/GO. The store management will make certain that this kind of incident does not re occur and provide the necessary training for our staff members. It is feedback from customers like you that will ensure that we will continue to maintain the high standard of service that you expect of us.
Kind regards,
Customer Experience Team
Call Centre: ***.
Best regards,
We have escalated the complaint to the Edgars Blue Route Mall management to address as our valued customer is not happy with the overall poor service when you reported the quality of a GUESS men's fragrance purchased in store. A reference number for the formal complaint logged on your behalf is as follows ***/GO. The store management will make certain that this kind of incident does not re occur and provide the necessary training for our staff members. It is feedback from customers like you that will ensure that we will continue to maintain the high standard of service that you expect of us.
Kind regards,
Customer Experience Team
Call Centre: ***.
Best regards,
We have escalated the complaint to the Edgars Blue Route Mall management to address as our valued customer is not happy with the overall poor service when you reported the quality of a GUESS men's fragrance purchased in store. A reference number for the formal complaint logged on your behalf is as follows ***/GO. The store management will make certain that this kind of incident does not re occur and provide the necessary training for our staff members. It is feedback from customers like you that will ensure that we will continue to maintain the high standard of service that you expect of us.
Kind regards,
Customer Experience Team
Call Centre: ***.
Best regards,
We were advised to visit the store AGAIN, and to revert to the MANAGER on duty, which we did and the product was merely refunded to my wife's account. If this was all that needed to be done, why were we sent on such a goose chase?
It seems really petty to blame this incident on the floor staff, when they referred the matter to MANAGEMENT, and it was the MANAGEMENT team that advised them to keep my fragrance purchased, and to get a GUESS rep to contact me. it was the MANAGEMENT team's responsibility to see to it that my matter was followed up on, and to make the judgment call to show true remorse and compensate us for the inconvenience suffered, albeit how small a gesture, but it's the principle that matters. If you ask me (having more than 20 years knowledge of customer service management & PR experience), it's the MANAGEMENT of Edgars that needs the proper training.
Having made us drive up and down each time and make calls everytime to get this matter resolved was unacceptable & a real inconvenience, which could have been avoided - had the MANAGEMENT team simply seen to it that expired stock were not on the shelves to begin with, and had they made the right judgment call to resolve our concerns there & then when we first returned the fragrance. We will never purchase any of our fragrances at Edgars again, as we cannot trust the quality of merchandise or service expected.
We were advised to visit the store AGAIN, and to revert to the MANAGER on duty, which we did and the product was merely refunded to my wife's account. If this was all that needed to be done, why were we sent on such a goose chase?
It seems really petty to blame this incident on the floor staff, when they referred the matter to MANAGEMENT, and it was the MANAGEMENT team that advised them to keep my fragrance purchased, and to get a GUESS rep to contact me. it was the MANAGEMENT team's responsibility to see to it that my matter was followed up on, and to make the judgment call to show true remorse and compensate us for the inconvenience suffered, albeit how small a gesture, but it's the principle that matters. If you ask me (having more than 20 years knowledge of customer service management & PR experience), it's the MANAGEMENT of Edgars that needs the proper training.
Having made us drive up and down each time and make calls everytime to get this matter resolved was unacceptable & a real inconvenience, which could have been avoided - had the MANAGEMENT team simply seen to it that expired stock were not on the shelves to begin with, and had they made the right judgment call to resolve our concerns there & then when we first returned the fragrance. We will never purchase any of our fragrances at Edgars again, as we cannot trust the quality of merchandise or service expected.