UPDATE 27/08/18
I just received a call from Johan Isacson who is the Director of Franchise at Lindex AB. He apologised on behalf of Lindex and he reiterated that the store should have given me a replacement immediately as they would be able to claim it back from the parent company. He explained that their policy would be to replace an item that was obviously faulty and that the “policy” of the Albanian store is not in line with their international policy- which supersedes local. Furthermore, he explained that Lindex employes predominantly women and that speaking to me in that way is not acceptable. He asked me what they could do to get back my custom, my response was to give the staff at that store, intensive customer service training to ensure that nothing similar happens again. I also suggested ensuring that local store policy is always reflective of the parent company standards- this would make me happy. Mr Isacson also advised me he would be coming to Albania in the coming months and he would meet me in person to attend the shop together.
This is how you treat customers.
I have had quite a difficult week this week when it comes to customer service- here is what happened, and here is an example of how to do it, and how NOT to do it.
Gold Optika
Two months ago I purchased a pair of Prada sunglasses from Gold Optika in Toptani. Everything was fine until around 3 weeks ago when one of the studs fell off the glasses. I thought “oh well it is just one stud and it doesn’t affect the design much so it’s ok”. Then, on Monday, another stud fell off, this time in a place that screwed up the overall look. I took them back to the shop and after a bit of negotiating they took the glasses and said that they would try to repair them. The next day they called me and said that they were unable to find a replacement part, therefore they would allow me to come and choose another pair of glasses for the same value. I went and picked up a new pair of Raybans that the staff helped me choose and I was on my way. This is good customer service.
Lindex
I love shopping in Lindex- the clothes are good quality and a nice style and they have a great selection of underwear. Around two weeks ago, I purchased a bra from there n the correct size. The second time I wore it, I was sitting in a restaurant and the metal clip that attaches the strap snapped. “PING” in the middle of a restaurant- it was quite embarrassing to say the least. I was quite surprised as this has never happened to me with any bra, let alone from a good quality retailer like Lindex. I didn’t have the receipt but I had proof of purchase on my credit card app, as well as the time and date, so I went back to ask for a replacement. As I walked into the shop, I intended on replacing the bra and doing some shopping as well- I felt like I deserved some retail therapy. I explained to the sales girl what had happened and when I explained that it clearly wasn’t my fault, she nodded in agreement and disappeared to the back of the shop to talk to the manager. A few minutes later she returned and explained that they would not refund it. Obviously, I did not accept this and I explained that under Albanian law, if a product is faulty or defective, or breaks through no fault of my own within 6 months, they are bound to repair or replace. This fell on deaf ears and I asked to speak to the manager. He sauntered over with a look of haughty indifference on his face and proceeded to tell me that their policy was only to exchange after 10 days. I tried to explain that I wasn’t returning it because I didn’t like it or it didn’t fit, but because it was faulty and therefore, the law states that he must replace it. He informed me that despite Albanian law, the rules of the company succeeded it (they don’t) and that there was no way he would replace it. During this conversation, I was surrounded by 3-4 members of staff, two of which sniggered at me and laughed repeatedly when I spoke and even spoke to each other in Albanian in front of me, and laughed again. One salesgirl kept talking over me and referring to me as “lady” (something that is very rude in English), I explained that my name was Alice and that lady is a rude way to address someone, and she CONTINUED to call me “lady” regardless. By this point, I was shaking and close to tears, I raised my voice in frustration to try and explain that there is no way I could have deliberately broken the item and that I had every right, as a consumer to ask for a replacement. Various accusations were thrown at me such as lying about how long I had it, how many times I wore it, whether I broke it deliberately or not, amongst others. I insisted that I was within my rights and was not lying and that as a regular customer, I was surprised that this had happened as the quality is usually very high. At that point, the manager asked me “where are you from?” with a smirk on his face. I replied “England” and he said, “well I hope not all English people are like you”. The laughing sales girl told me “you are not in Europe with European law now” and smirked in my face with the attitude you would expect from a playground bully. Finally, they replaced the item, the manager stuffed it into a bag and threw it onto the counter telling me; “this will come out of my pocket now” repeatedly. Again I tried to explain how returns of faulty products work and that he should send it back to the parent company as it was clearly defective. Still shaking and about to cry, I walked out of the shop feeling humiliated and horrified at what had just happened. I turned on my way out to see them staring, talking, and smirking at my back as I left. Yes I raised my voice, but I did not shout. I raised my voice because I was called a liar, I raised my voice because I was laughed at in my face, I raised my voice because my nationality was disrespected, I raised my voice because the woman deliberately called me a name I had previously asked politely not to be called- I raised my voice because I was being attacked by multiple members of staff both personally, and to do with the matter.
I followed up with Lindex International and they confirmed to me that the store is obliged to give me a refund or replacement for a faulty item and that Lindex Albania were wrong. They assured me that they would be contacting them to follow up.
Is this how you treat your customers? You surround them like bullies in a playground, make personal attacks, accusing them of lying, and blatantly flout the law? Do you think it is ok to make derogatory comments based on someone’s nationality and to address them with a term that they have kindly asked you not to use? Do you think its ok to refuse to give a refund on a product that was clearly defective and that broke two weeks after being purchased?
As I write this, I am still shaking and in shock; humiliated at the way, I was treated. Well done Gold Optika, this is how you do things, and as for you Lindex at Ring Centre? Shame on you. I am usually overwhelmed by how friendly and helpful Albanian people can be, and this is the first experience of this type I have had- I will not be shopping there again.
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