Customer service issues - WWYD?

I've recently had two bad shopping experiences (one was irritating and the other downright awful) and am contemplating contacting the stores to give them some feedback but I am not sure whether I should or who I should contact.

So first the irritating one - this happened this past weekend at Nordstrom. I was in the cosmetics department with a relative who was visiting from abroad who wanted to purchase some Creme de la Mer foundation & cream. Due to some language limitations, I was doing the talking although the product was for her. I approached the counter and told the sales person exactly what we wanted. At this point, my husband arrived and asked when we would be finished so that we determine a time to meet up afterwards. The salesperson explained that we would probably need about 10 minutes so that she could do a color test after which she would go ahead and apply the foundation to her entire face. My husband decided to stick around for a bit. But before she started, the salesperson turned to me and started talking about another product (the serum concentrate) and how helpful this would be for my relative's redness and rosacea. I understand that this is part of her job and politely (and briefly) declined. She continued to speak to me and then even involved my husband so that he would translate for our relative. I repeatedly declined and explained that my relative had a condition that was treated with medication and that I did not feel that a cosmetic product (especially an extremely overpriced one though I didn't say this) would necessarily benefit her. But this lady just couldn't take no for an answer - I left like I was at a time share presentation. She continued trying to convince me and suggested that even I could benefit from the serum to treat my dermatalogical conditions. At this point we are well beyond the 10 minutes and she is still talking about the D&*M serum. I start to ignore her and she finally finishes up and almost throws the bag with the foundation at me. No samples, nothing though we have just made over $200 in purchases (I've purchased at this counter before and they are usually quite generous with the product samples). Right before I leave, she tells me that she'd like for me to come back when I have some more time so that she can tell me a little more about the serum and "educate me in the proper use of Creme de La Mer products." Ugh. As I said, not an awful customer service story - merely irritating and not what I expect at Nordstrom, especially at the La Mer counter.

The other situation happened well over a month ago and I am still seething with anger over it. I was at a local mall shopping with a friend during the day. She had a newborn infant with her and I had my baby as well as my preschooler with me. We were shopping at J Crew when my older son walked right into a table insert (used normally for folding clothes) that was left out and blocking the narrow pathway to the rear of the store. An employee walked over to ask if we were O.K. (my son was howling in pain). I explained what happened and pointed to the table insert which she put back - she apologized and explained that it was for folding clothes and it should never have been left out. As this point, my friend returns from the bathroom and I start to explain to her what happened (my son was still crying). As I turn to point out the offending table - I see that the insert is again sticking out into the path! She and I start to comment that it looks dangerous when all of a sudden a male employee standing near us says something about how it wouldn't be dangerous if we would keep a better eye on our kids!!!! I really was speechless! I couldn't believe that this person would have the gall to say something like this to us. I did speak to the manager and expressed my outrage at the behavior of this particular employee (it was obvious that he was the one who had pulled out the insert in the first place and then did it again even after he saw that my son was hurt). It still irks me every time I think about it and I think that maybe I should write to J Crew. Since then I cannot even get myself to step into this particular store.

Any thoughts on either of these situations? Am I over reacting or being overly sensitive?

17 years ago

Oneirix

(website)

Active Member

Hey Shana. The first situation seems just irksome; it seems like pretty terrible customer service. I'm a pretty forceful person so I'd just walk away frankly, but in lieu of a more polite method I'd talk to the floor manager and just tell him/her that that particular employee should probably be spoken to, since she clearly doesn't understand her job as a sales associate. The time for that seems past, though; I'd just leave it at this point.

As for the second situation... I don't have kids and am not terribly sensitive, so I don't always understand the concerns of mothers, so it's really saying something that I'm in agreement with you! J. Crew is clearly, 100% in the wrong and that employee should have been severely reprimanded for his carelessness and rude behavior. A folding table should never be out without someone using it, especially after a child hurt himself on it! What the heck was it doing open for no reason in such a precarious place? And beyond being dangerous to children, it sounds like it was in the pathway of regular customers, which is also poor service.

You have every right to be outraged, but I don't think that writing to J. Crew would amount to anything, UNLESS it would make you feel better. At this point it appears to be less about affecting change as it is making you feel welcome at J. Crew again. It is unlikely that employee would get any retroactive punishment. If you were to contact J. Crew, I'm sure the company would try to put you at ease, but they ultimately don't have any real control in their stores. So I think that if contacting and venting directly to them would help you put that awful experience behind you, you should definitely do it, but do it for your own sense of closure.

Nicole

Veteran

I think letters to both stores with CCs to the headquarters are in order.

I can't stand pushy sales people and then including your husband in on the conversation implies that it is up to the men to make purchasing decisions. I would draft a short but direct letter stating that the sales person was overly pushy and rude.

The JCrew situation calls for a letter too. Not so much because the table was left open, but because of the worker's comment. Yes the table should have been put away and closed, but that is not what has you so angry. It was him accusing you of not properly watching your child....somehow making this your faut and not his. I would write letters expressing your anger and suggest the employee be trained on how to interact with customers with children. He clearly has forgotten the golden rule of retail...The customer is always right.

Is your son ok?

Angie

Fashion Stylist

Oh Shana, I'm sorry to hear these stories. You’ve received great advice and I have nothing further to add other than my empathy. I’d be seething at the mouth too.

As for cosmetic counter reps, they can be notoriously pushy. If you can find the product at Sephora, I’d purchase it there instead. No pushy sales reps. Hope your cherub is all better.

shana

Thanks everyone for your responses. My son is O.K. - he had a little bruise on the side of his face/head. A few more inches and it could have been his eye and then the situation would have been entirely different. I was initially angry that the table was left out & since my son was not seriously injured, the apology/explanation from the first employee satisfied me. It was the second employee's callous remark and behavior that really bugged me. The guy obviously thinks that people with children should not be shopping at the store. And then for him to comment on my parenting skills while maliciously doing something that would cause someone harm!!! Just makes my blood boil.

I have already written a letter but I am not sure to whom I should send it. I could send it to corporate but I wonder how I could figure out if there is a regional store manager (someone above the store manager but not so ineffective as corporate). If anyone has any ideas, please let me know.

Thanks for reading my vent!

For J Crew, I'd call their 800 number and get a live person first. Ask them how you can contact the store manager's district supervisor.

email: contactus@jcrew.com
phone: 1 800 562 0258, 24-hrs
mail: One Ivy Crescent
Lynchburg, VA 24513-1001

For Nordstom:
Here's a link to their "store feedback" section

https://secure.nordstrom.com/s.....n=site-map

I'd also call their 800 number and ask the same question--who's responsible for that particular department and store.. 1-888-282-6060

Squeaky wheel get's the grease.

Amanda

I think you should write both companies --send the letter to the JCrew regional manager and to the Nordstrom store or regional manager.

For Nordstrom, even though cosmetics sales people can be a bit pushy in general, Nordstrom prides itself on customer service and you should report someone who clearly violated that principle.

For JH.Crew, you are addressing not just customer service but a safety issue that was clearly ignored by an employee.

Ana

You know, if you really wanted to do some damage, you could send the J. Crew letter directly to Mickey Drexler. I know he reads mail from customers.

Sorry you had such bad experiences! I hope it doesn't happen again, I usually get good service from those two stores, but I know it does sometimes vary by store. I'm sure the appropriate people would be interested to know what happened to you so they could correct it. Retail places can't afford to lose customers, especially now.

Sihaya

Shana - sorry you had these experiences. The first one would more than just irritate me as I place the biggest premium of all things on my time. I would write to both, if for nothing than to get your frustrations off your chest. I would make sure you take the higher road and keep it professional while being straightforward about the impact this had on you.

You could also contact The Consumerist (www.consumerist.com) and post your story. I've heard people often get good advice on who to contact for these types of situations.

Nicole is right, The Consumerist is great!

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