1 reviews | Active since Sept 2016
Unbelievably Poor Customer Service
<p>I had purchased a Polo belt for my partner from Stuttafords in Jan 2016, only to find that the belt embellishment had started peeling slightly after only a month. I had taken it back and was told that it was normal wear and tear and that the problem should stabilise . The problem became worse and unfortunately I was not made aware of it by my partner. By the time I had taken the belt back it was just beyond the 6month returns policy,but the belt was now unwearable. Vincent,the menswear manager at Stuttafords Sandton told me that he would email me within the week. But did not even log the complaint until my partner asked him to. I was consequently contacted and told that despite the best efforts on Stuttafords part... the belt could not be repaired or replaced due to it being out of the returns policy and allegedly the Polo suppliers could not do anything further. I even spoke to Michelle at head office who insisted that they had done everything they could INCLUDING contacting the supplier.</p> <p> </p> <p>I consequently have contacted Polo South Africa... and within less than a week of receiving my email... I have received an offer to replace the belt completely, free of charge</p> <p>It is obvious to me from this incident that despite selling luxury brands, Stuttafords has no idea of the level of customer service these brands inspire and aim to achieve. In terms of after sales customer service they have set the bar extremely low - the problem had to be a solved in my personal capacity using my personal time.... a commodity which is valuable to me. Not only did the management at Stuttafords Sandton fail to follow complaint procedure, they blatantly deceived me in claiming to have contacted the Polo supplier - the response from Polo South Africa has been both timeous and courteous - customer service which is aeons ahead of where Stuttafords should be. </p> <p> </p> <p>Suffice to say.... I will no longer be purchasing from Stuttafords and am happy to take my business elsewhere. </p>
Good Day,
Thank you for raising your concerns and allowing us the opportunity to further address them.
Please note that the return process followed by Stuttafords is as per our agreements with our various suppliers and having said that, we still do maintain that the damage on your belt was due to wear and tear and it would ***** our integrity as a brand for us to turn a blind eye to what expert judgment had advised.
We can assure you that our Sandton store followed the correct procedure in this regard by contacting the relevant representatives for assistance.
Whilst we are pleased that the outcome was satisfactory to you, We do insist that the exchange between yourself and Polo excludes us and we cannot comment on decisions made of their own discretion.
Good Day,
Thank you for raising your concerns and allowing us the opportunity to further address them.
Please note that the return process followed by Stuttafords is as per our agreements with our various suppliers and having said that, we still do maintain that the damage on your belt was due to wear and tear and it would ***** our integrity as a brand for us to turn a blind eye to what expert judgment had advised.
We can assure you that our Sandton store followed the correct procedure in this regard by contacting the relevant representatives for assistance.
Whilst we are pleased that the outcome was satisfactory to you, We do insist that the exchange between yourself and Polo excludes us and we cannot comment on decisions made of their own discretion.