Excellent service from Hyde Park from Lerato and team

I emailed lecreuset on the 8th of November 2023 asking if I can get my lecreuset whistling kettle refurbished at my cost because we dropped it and chipped the paint and it started to rust inside.

Initially they responded on email same morning advising I would have to take it in to a store near me to be assessed. Then later in the morning I got a call from Cape Town advising thay as a good well gesture they would give me a 50% discount if I bought another kettle. I was so excited at the offer because I knew there was a current promotion where there was a 30% discount and 50% off was a good deal. We then confirmed that Hyde park was my closest store and that I would be going in the same day to buy. The lady on the phone even told me to ask for Ntombi when I got to the store.

When I got to the store I was greeted nicely by Ntombi who when I advised why I was there promptly went to the back and brought out my reserved kettle and then advised the cape town branch had emailed them that I would be getting a 30% discount. I was disappointed as what Ntombi was communicating was different to what I had understood over the phone. At that point, Lerato who is the assistant manager came out from the back to understand what the issue was and I asked that she call Cape town to clarify as I was sure that I heard right that my discount would be 50% so I was convinced there was a mistake on the email.

I would like to really appreciate Lerato and her team for how they treated me during the whole encounter, how calm Lerato was as she tried to get hold of someone to clarify what I thought was a mistake. At the end Lerato got sign off for the 50% discount and I gladly paid for my new shiny kettle! I was really amazed at how professional and friendly she was and how she made me feel during the whole interaction!

Thank you Lerato for really showing great negotiation skills and leaving me as a customer feeling valued and appreciated. I have always loved the lecreuset products and today you gave me a reason to continue buying the lecreuset brand.