1 reviews | Active since Jun 2012
PG Glass Interaction
I visited PG Glass in Melrose today at around 3 pm for a consultation regarding a chip in my windscreen. During this visit, I was not informed of how long the repair would take, only how much it would be and a disclaimer that the repair could damage the windscreen even more, and they would not be liable for any damages. I specifically mentioned to the consultant, Mpho, that I would not be able to wait around and would need to return later.
I came back at 16:45, which is 15 minutes before the store’s closing time and within operating hours. I was immediately met with resistance and told, without any apology or effort to assist, that I had arrived too late because the repair takes 30 minutes. I was further told that she would be leaving in 15 minutes assuming that assisting me would inconvenience her.
In a customer-centric business, my understanding is that as long as a store is open, customers should be assisted, especially when no clear turnaround time was communicated earlier. The interaction felt dismissive and unprofessional, and there was no attempt to find an alternative solution or show empathy.
This was a very disappointing experience and not what I would expect from a company of PG Glass’s reputation.
Thank you for bringing this matter to our attention.
Please accept our sincere apologies for the experience you had at our PG Glass Melrose branch. We regret that you were not informed of the repair turnaround time during your initial visit and that, upon your return within operating hours, you were met with resistance and a lack of assistance.This is certainly not the level of service we strive to provide. We understand your frustration, particularly as you had clearly communicated your availability earlier, and we acknowledge that the interaction you described was dismissive and unprofessional. We also apologise for the lack of empathy shown and for not offering an alternative solution at the time.Your feedback is taken very seriously and will be addressed with the relevant team to ensure that clearer communication, professionalism, and a customer-centric approach are consistently upheld.We truly regret the inconvenience and disappointment caused and appreciate you taking the time to share your experience with us.
Kind regards
PG Glass HO
Best regards,
Thank you for bringing this matter to our attention.
Please accept our sincere apologies for the experience you had at our PG Glass Melrose branch. We regret that you were not informed of the repair turnaround time during your initial visit and that, upon your return within operating hours, you were met with resistance and a lack of assistance.This is certainly not the level of service we strive to provide. We understand your frustration, particularly as you had clearly communicated your availability earlier, and we acknowledge that the interaction you described was dismissive and unprofessional. We also apologise for the lack of empathy shown and for not offering an alternative solution at the time.Your feedback is taken very seriously and will be addressed with the relevant team to ensure that clearer communication, professionalism, and a customer-centric approach are consistently upheld.We truly regret the inconvenience and disappointment caused and appreciate you taking the time to share your experience with us.
Kind regards
PG Glass HO
Best regards,