Bra Customer Service, not their 'cup' of tea...

My wife walked into Victoria's Secret to return a bra this past weekend. For those guys that did not know, VS has a very liberal return policy - they 'support' their customers and their products. (I could not help the pun)

Two bras from the same line with ripped seams, this seemed like a pretty easy process..AMAZED I was to see my wife actually catching grief from all four of the sales people(1 mgr). Not only did they question her reason for the exchange but when they finally lamented to the exchange they did not even point her in the direction of the replacement bras.

I wonder what the employees and the manager on duty were thinking when they decided to raise a brow of suspicion. I am near certain that they do not lose any money or bonus on taking back a "defective" bra...SO one wonders why they would not embrace the opportunity to be pleasant...to be helpful...to show the customer that this is a business that cares.

Do your employees or managers send a different message from that of your brand? Do you let your employees attitudes make your customers feel unwanted, unworthy, unappreciated? As my wife pointed out, "If I wanted to buy my lingerie at a place where they could care less about me as a customer, I would have bought it from a K-Mart... and saved about $40 in the process."

People pay premium prices for everyday products with an expectation of premium service, is your company or organization living up to that expectation?

Comments

[Milene]

I had a similar bad experience at Victoria's Secrets. I refuse to go back, no matter how cute their lingerie is. There's always Fredericks of Hollywood....