Store's Own Lay-Bye Policy

I wish to express my profound disappointment regarding the service provided at your Vincent Park branch. Upon visiting the store with the intention of initiating a Lay-Bye for a winter jacket, I encountered an unexpected refusal from the sales associate without any accompanying explanation, despite the presence of the store manager nearby.

In an effort to address this issue promptly, I contacted your customer care service while still in-store. During our conversation, I sought clarification on the Lay-Bye policy, only to be informed that Lay-Bye arrangements could be made for any item in the store, regardless of whether it was on sale or not. This contradicted the information provided by your staff on-site.

Subsequent communication with the sales associate revealed that there existed an undisclosed rule specific to this particular store, unbeknownst to customers and without any posted notices. Following my escalation of the matter to customer care, the manager approached me and offered to reserve the jacket until my intended collection date next week, without prior inquiry into my Lay-Bye intentions.

I would like to inquire about the process by which individual stores are authorized to make independent decisions without formal notification. It is concerning that such decisions are made without oversight from Head Office. This lack of transparency is unacceptable.

Furthermore, upon reflection, I have concluded that I no longer wish to retain the jacket in question due to the unprofessional conduct exhibited by the store.

It is profoundly concerning to discover operational practices of this nature within your organization.

When staff members exhibit a lack of willingness to cooperate or engage with customers, it reflects poorly on the store and undermines its reputation. It's important for those representing the store to embrace their role as ambassadors and prioritize customer satisfaction.

Could you please facilitate contact with the Branch Manager to inform her that I have decided not to proceed with the purchase of the jacket? My decision is based on the substandard customer service experienced at the store.

To date I am still waiting for the area manager to contact me .