FOSCHINI, GATEWAY, PLEASE UP YOUR SERVICE LEVELS, WE NEED SOME RESPECT

I went into the store yesterday around midday, with my Collete bag in hand directly to the Colette counter. The lady who was there barely acknowledged me, and continued to set her bags. I greeted her, she did not care to respond, which made me feel strange as her back was to me, which Is rude.

I explained my bag had a factory defect and asked what are the options regarding fixing or exchanging. All this time her back was sort of turned to me while I was at the counter. whilst she hung some bags, indicating I was not a priority.

She then responded "OK' So asked her OK what now? Then said ok, go to the customer counter on the other side." I asked her if there was any more of these bags she said NO. Blatant NO. No checking on system or on shelves.

At the customer counter the lady assisted by asking me to narrow down my dates I purchased on my card, as my slip was lost. They advised the process to find my docket would be long, so I left and around 3 hours later I was called to confirm my docket was located. I had already left the mall, but said I would return later the same day or the next day but I was assured it would be fine as someone would assist at the counter.

THEN THE DRAMA STARTS TODAY I go back today at around 9:30 or so on the next day. The shop was quiet with one lady called Shannon at the main sales counter. She was taking a VERY long time with the customer and there was another pair in front of me. I stepped to her and asked her if could get someone from Customer care as I have a bag that was to be sorted today and I am pretty sure this was to be handled by customer care/returns not the sales counter. She shook her head and said she and pointed to her chest indicating she is the only one , but then proceeded to take THE LONGEST TIME. Eventually the pair of ladies ahead of me went to another counter. I asked SHANNON again if she can call for customer care as there is a specific counter available for these queries AND my query is one from yesterday. In her frustration, and passive aggrressive style, she proceeded to send me to the MTN Counter knowing FULL WELL this bag could not be returned at this counter. The MTN lady said "NO, NO, YOU GO BACK THERE, SHANNON KNOWS VERY WELL I CANNOT HELP YOU". Why did she send you here

So off I go back to the sales counter, where I MADE IT VERY CLEAR I AM NOT GOING TO BE TREATED THIS WAY. Shannon does not apologise, and in this entire time never really communicated , except with very NEGATIVE BODY LANGUAGE, such as sighing.

During any of these times, all she had to do to de-escalate is say sorry Mam, I get my supervisor to deal with you. BUT NO, she did not talk to me and at one point even walked way from me whilst I was talking, into the storeroom. I was flabbergasted. I then demanded she calls a supervisor.

Zama came and asked me about the bag, and I had to explain it was a return with the reprint of the docket at the back. She had no idea and tried to call the previous days Collate staff member who between her and LOLITA figured out the docket was somewhere. I asked once again for the bag to be exchanged as I really liked it but Zama said no stock. They had to credit me. Ok credit was done, but walked back to the Colette section where once again a staff member TOTALLY ignored me. I managed to find at least 4-6 of the bags. So in fact this demonstrates the lazyness of the staff member yesterday in locating this bag, plus also shows the laszyness of the staff members today.

I had to take the back now to the counter AFTER the credit was passed to say please put this back on my account. At this point Shannon tells me " its not your fault all this happened, okay?" To be honest this was BIZARRE as she refused to talk to me from the time I engaged with her despite LOUDLY greeting her fellow staff members who came onto the shift area. I have no idea what she was trying to prove telling me it wad not my fault.