Talk about bad service in Orchard Road, Dollars and Scent is not the only one. My girlfriend bought a pair of high heels from Trendy Zone at the Heerens on CNY eve. The shop is located at level four. Anyway, after she wore it on the first day, her mum noticed that one side of the heel was slanted. She may fall if she is not careful while walking.
We went back to exchange for a new pair today. Not only we were told that we were not allowed to change, the sales assistant insisted that it is not possible to cause the heels to be slanted in just one day. Precisely! Unless she was implying my girlfriend is an elephant. But what she was probably really implying was that we were lying, and that my girlfriend wore it for many days before bringing it to change after she worn down the shoes.
When we told her the shoes was this condition when we bought it, she said it was our fault for not noticing when my girlfriend tried it. I think that is quite unfair as the slant can only be seen from behind and I was not around to check it then. In the first place, should it not be the shop's job to check that the goods sold are in good conditions? The sales assistant added that they could change but only after a few days from time of purchase. We explained that it was the CNY season and they were open so we did not come earlier. She replied that they opened on the fifth day and insisted we should call to check when they open. Is she implying that exchanging the shoes should be our No. 1 priority, we don't have to work and are so free to go down to change the shoes any day?
Of course, having said all these, lots of it was what I think they were implying based on what they say and their lousy attitude, tone, their scornful facial expression. I think the bottom line is that we are okay if it is the shop's policy not entertain exchange of sold goods, but please do not be rude to customers and accuse us of lying or being stupid (for not being able to check the fault in the shoes).
In Singapore, many shops do not provide after sales service. However, no matter what you sell, shoes, clothes, electronics or whatever, shops should handle request of customers properly, maintaining a good relationship, so that they will come back again or recommend to their friends, or at least they will not discourage their friends from visiting these shops. You do not need to go to business school to learn that.
I don't blame the sales assistant, it was not her fault. It was the employer's fault for not training their staffs to handle customers tactfully. Customers are always right, not in the sense of agreeing to every request, but giving them a pleasant shopping experience, convincing them that they made the right choice to shop with them.
On a separate note, the service at U2 Wisma was really good. The sales assistant, although only trainee, was very friendly, helpful and courteous. She helped us check for sizes at other branches and most importantly, she provided service with a smile.
Finally, let me reiterate, don't shop at Trendy Zone in Heerens. Bad service.
When we told her the shoes was this condition when we bought it, she said it was our fault for not noticing when my girlfriend tried it. I think that is quite unfair as the slant can only be seen from behind and I was not around to check it then. In the first place, should it not be the shop's job to check that the goods sold are in good conditions? The sales assistant added that they could change but only after a few days from time of purchase. We explained that it was the CNY season and they were open so we did not come earlier. She replied that they opened on the fifth day and insisted we should call to check when they open. Is she implying that exchanging the shoes should be our No. 1 priority, we don't have to work and are so free to go down to change the shoes any day?
Of course, having said all these, lots of it was what I think they were implying based on what they say and their lousy attitude, tone, their scornful facial expression. I think the bottom line is that we are okay if it is the shop's policy not entertain exchange of sold goods, but please do not be rude to customers and accuse us of lying or being stupid (for not being able to check the fault in the shoes).
In Singapore, many shops do not provide after sales service. However, no matter what you sell, shoes, clothes, electronics or whatever, shops should handle request of customers properly, maintaining a good relationship, so that they will come back again or recommend to their friends, or at least they will not discourage their friends from visiting these shops. You do not need to go to business school to learn that.
I don't blame the sales assistant, it was not her fault. It was the employer's fault for not training their staffs to handle customers tactfully. Customers are always right, not in the sense of agreeing to every request, but giving them a pleasant shopping experience, convincing them that they made the right choice to shop with them.
On a separate note, the service at U2 Wisma was really good. The sales assistant, although only trainee, was very friendly, helpful and courteous. She helped us check for sizes at other branches and most importantly, she provided service with a smile.
Finally, let me reiterate, don't shop at Trendy Zone in Heerens. Bad service.
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