I finally have had more than enough of "BAD SERVICE"...is there any company out there who really want our money?
We purchased two "PUMA" watches at The Bay (yesterday), once home we tried our watches, and one was not running, the sales clerk did advise us that we would have two year warranty on the watch parts, and 1 year on the battery. We returned to The Bay today to have the battery checked on one of the watches...and it starts...
* arrive at the store shortly after 11:00am, store opened at 11:00am (sunday) as we approached the watch counter there were three young girls (sales) all talking, saw us at the counter and made no move to stop their personal conversation or even acknowledge our presence...finally we interrupted them to ask about the watch repair...we were told he was late and would not be in until 12:00. We were already out so we decided to shop a bit longer until the watch repair was open.
* we went to men's wear only to see that it really looked like the entire area had been bombed...keep in mind they had just opened twenty minutes ago...I have never experienced such complete disorder in any store, clothes on the floor, racks in total upheaval, not that there was not any sales staff...there was but in groups talking at the cash stands, or if they saw you coming towards them, they made sure to run in the other direction. We had other items for purchase...now to wait in line at the wonderful long unattended cashier desks...after almost 1/2 hour, (only 1 cashier) I decided to go to another desk...where three sales staff were talking, when I layed my items on the counter I was met with ..."are you in a hurry sir"...yes I am, I replied...I'm looking for someone who will take my money!!!...absolutely no response...
* time to go to the watch repair...only to be met with "I can't open this watch, why don't you go to the sales counter to find another watch that is running"...telling the watch came from here, why can't he replace the battery...he could not answer.
* now we go back to the watch counter...just to say the two watches we purchased were $200.00 each!...the apparent "12 year old" sales clerk says this happens all the time...if we took the watch out into the mall, on the lower level to the clock repair, see if he would fix it, and bring back the receipt she would reimburse our money.
* went to the clock repair shop in the mall on the lower level, he advises us to go back to The Bay, he can't open the watch.
* back to The Bay...where we now question the sales clerk, about the "authorized dealer for PUMA"...she could not help us...no offer of assistance, no explanation as to why they sell products that cannot service!
* needless to say we returned the watch, and the other purchases we made earlier...with a solemn word we would never purchase at The Bay again. We are fortunate enough to be able to drive to Simon's in Montreal 2 hours away, where the service is excellent.
In closing, I have worked in the hotel industry for many years, and must say if Marriott Hotels provided that level of customer service...they would not be in business. Companies have to be accountable for the level of service they are providing their clients. In this economic period there are many people looking for work, many who enjoy working with the public, who can be trained in the "art of customer service"...because it is an art. You can buy a product anywhere at very competitive prices, the only one thing that will make a difference is how the client is treated in the store...do they feel "VALUED"...does anyone ever wonder why the client says "THANK YOU" after we have given our money for a purchase????...companies need to start building "LOYALTY" with their clients.
When is the last time you really had a great "SALES" experience??...when a sales associate made you feel they valued your business, and were honestly glad to see you in their store????
Treat you clients right!!
Companies should cut out all their fancy rewards programs, and return to the basics..."EXCELLENT CLIENT SERVICE"
They need to take full responsibility for providing full training to the people they hire, if they cannot provide the level of service the company has trained them to do ...they need to go!
We will now shop at retailers that appreciate and value our business, where they "thank us" when we leave with our purchases.