Charles & Keith Store's poor customer service
I just wanted to share with you guys the email which I sent to Charles & Keith regarding their store manager in the Doha City Centre branch.
Charles & Keith – Doha City Centre Branch
I wish to bring to your attention the poor customer service that I got from your store manager Mr. Ganesh at your Doha City Centre (Qatar) branch this afternoon.
I bought a pair of black pumps at your store but since I was in a hurry I did not notice that the edges of the shoes were a bit frayed. You can clearly see that the thread on the lining of the shoes was unraveling and it was grayish in color. Since the item was not on sale and I believe it was part of the new collection of the store, I decided to either exchange the item or return it.
I showed the shoes to the salesman after which he called the store manager – a certain Mr. Ganesh. Unfortunately, the pair that I bought was the last pair. So I was trying to decide as to whether to buy a different pair of shoes or to just buy a handbag.
At this point, Mr. Ganesh took the shoe in question inside the stockroom and came back a few minutes later. He then showed me the shoe with the frayed lining and told me that the shoe was perfectly fine and that it was not damaged at all. I then re-examined the shoe and noticed that the lining was still frayed but he clearly applied some sort of chemical on the area so that it won’t appear grayish in color. I then told Mr. Ganesh that I don’t know exactly what it is that he did inside the stockroom but I am not going to exchange the shoes anymore and would just rather get a refund for the item that I paid for.
Since Mr. Ganesh continued to argue that the shoes were perfectly fine, I got upset and started to raise my voice. I resent the fact that he was trying to make it appear that the shoes were not at all damaged and that I was just making a fuss out of nothing. Instead of being apologetic, Mr. Ganesh kept on saying that I “should talk nicely” when in fact, the only reason why I got upset was because of his poor customer service.
The funny thing is, had Mr. Ganesh been a little more professional, I would have traded the shoes for a more expensive bag. But since Mr. Ganesh clearly does not know how to handle customer complaints you just lost a customer. Rest assured that I would tell all of my friends in Doha about this unfortunate incident.
I know that it's useless to complain about poor customer service in Doha but I would continue to raise a fuss in the hopes that this incident won't happen again.
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