1 reviews | Active since Dec 2011
Customer Service is not a favour
In store on Saturday, wanting to replace my foundation. No Clarins consultant so proceeded to assist myself. 2 Consultants nearby, Clinique and Estee, completely ignored me until I asked for help. Estee cons told me that Clarins cons was on lunch and would only be back after 4. Did not offer any assistance. Clinique lady tried but had NO product knowledge. Estee then came over and I asked her to explain what the different foundations were because I did not recognise them. She spoke to me like a 2 year old and after giving a really bad explanation, told me 'its all self explanatory really', if it was, I wouldn't have asked for help! Horrified, I walked away, almost in tears when a gentleman spoke to me, he said he recognised me as a regular shopper, he too was shocked by my experience, especially since he knew that the Estee cons also knew me because I'd bought from her previously as well. He said manager or area manager would call on Monday. Has not happened. I'm sorry I expected service - I will rather go to Canal Walk where there is enough efficient staff!
Thank you for informing us of your concerns and allowing us the opportunity to respond.
At Truworths, we strive to offer and are committed to service excellence of international standards. We therefore wish to sincerely apologize for the manner in which you were assisted in store.
Both the Store and Area Managers were not aware of your experience. Upon receipt of your post they attempted to contact you telephonically to apologize and to discuss the concerns raised in your post; however received no answer.
We received a response from you to our e-mail requesting a suitable time for the Store Manager to call you; however the cell phone number you gave us is incorrect as it has more than ten digits. We request that you provide us with your correct cell phone number so that we can assist and resolve this matter for you urgently.
Our customers are important to us and we look forward to hearing from you at your earliest convenience.
Yours sincerely,
Truworths Online Team
Thank you for informing us of your concerns and allowing us the opportunity to respond.
At Truworths, we strive to offer and are committed to service excellence of international standards. We therefore wish to sincerely apologize for the manner in which you were assisted in store.
Both the Store and Area Managers were not aware of your experience. Upon receipt of your post they attempted to contact you telephonically to apologize and to discuss the concerns raised in your post; however received no answer.
We received a response from you to our e-mail requesting a suitable time for the Store Manager to call you; however the cell phone number you gave us is incorrect as it has more than ten digits. We request that you provide us with your correct cell phone number so that we can assist and resolve this matter for you urgently.
Our customers are important to us and we look forward to hearing from you at your earliest convenience.
Yours sincerely,
Truworths Online Team