Too much "customer service" is annoying too - YouLookFab Forum

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Too much "customer service" is annoying too

maharani

Yesterday I went dress shopping at my local White House Black Market. I went with my personal shopper/stylist/tailor as I am a useless shopper. She pulls all possible dresses-Im looking for a good black dress for the office-I try on-she critiques-we either hold, buy or reject, go to the next store. Very organized. What annoyed me was the oversolicitous SA, always coming into my dressing room with shoes, belts, unwanted recommendations, comment, suggestions, literally every 2-3 minutes, of which one was, try wearing a push-up bra with a dress that actually needed alteration to the neckline. For the office? Believe me I dont need a push-up bra.....She brings in 4 inch platform spike heels in faux blue snake. I am 56-I am youthful and in shape but I dont wear this crap to the office-I would be laughed at. She seemed to have NO CLUE about workwear and was barging in every 2-3 minutes. It definitely annoyed me and even annoyed my shopper, who had explained to her she was my shopper and knew what she was doing. The lack of comprehension of what is work appropriate left me gasping-she kept trying to force a very cute but poorly made black cocktail mini dress with spike heels and a belt on me as suitable for the office (in its defense, it fitted)! In the end we bought a very nice faux wrap dress in a pretty print and 2 belts. THe dress needs its neckline altered to fit properly and the hem straightened but is otherwise a great dress. I was exhausted after this and probably will not return. I hate to be ungrateful for "customer service", given how bad it can be, but couldnt she tell we had a plan and leave us alone to it?

Shopping

25 replies

Latest reply was from HelenInCanada

Di

(website)

Veteran

I really dislike when SAs hover when there's someone else with me. In your case, it would have driven me especially nuts. (I'd like to be able to tell my husband that it's terrible on me in peace!)

JennyAnne

(website)

Veteran

Wow that's REALLY annoying. I've had really great experiences at my WHBM with a great SA that remembers me (apparently I go there too much) and makes occasional great recommendations. It totally depends on the SA, and hopefully yours will get some complaints soon and back off.

maharani

Not sure I will go back...... After this drama, my shopper and I requested holding the dress until close of business that day (~3h). The SA categorically refused (so much for her great "customer service"). We had to get the store manager out and haggle for 10 minutes before they would agree to hold the dress. In the end I found an office appropriate black dress at Macy's which passed even my shopper's eagle eye for fit issues-no alterations needed (Its a Tahari, which I have had good luck with in the past). I was somewhat disappointed with the inventory at WHBM-it looks good on the website but I found a lot of the fabrics to be cheap and nasty, and a lot of poor fabrication. It isnt me either, other than a short waist I dont have many figure problems, long legs, size 12. And the Tahari dress fit perfectly at the waistline-in fact it has a piped waist seam. How refreshing after all the Empire line dresses. A dress with a waistline!!!

Jem

Veteran

That would have been annoying! I was at a store yesterday where the SA kept asking me if I liked it and other questions, which gave me no time to think about if I liked it or not! So annoying. You would have thought that your SA would have figured out to leave you alone once your shopper let her know who she was!

On the other hand, it's annoying when they don't acknowledge your existence when they are just standing around ignoring you. Ugh!

biscuitsmom

Veteran

That wouldve driven me nuts, too! I'd call and speak with the store manager about your experience- they should be aware of how their staff is acting, so he/she can step in before a customer really blows up. It may even save her job if the mgr is given a heads-up in time, not to mention the potential sales losses caused by her actions. I wouldve left after a couple intrusions...

maharani

I know...but in this economy? I'm a hiring manager-I have fired people but it was awful to do it. I really wanted to complain, but in the end we left without doing so-but while I am disappointed that my first visit to WHBM (at the recommendation of a colleague and my shopper) was this bad, maybe hurting their sales by never returning might be best.

chewyspaghetti

Veteran

That's not customer servise, it's just pushing sales- and it's very annoying. I appreciate a good sales associate who listens to my needs and brings me appropriate items, but they are hard to find. I was at a Loft Outlet once where the SA brought in a bunch of extra items to my dressing room. I appreciated the efforts (since I have worked in sales), but what she didn't pick up on was that I had only picked up natural fiber tops because I was looking for casual summer wear for the desert. Everything she had brought in was polyester.

maharani

I agree: these is a beauty supply where I live where they do the pushy sales thing-I usually buy one item and go-I am not going back there either. Who has $100 to spend on shampoo just because its a bigger bottle? This kind of thing seems to be getting commoner probably because of the terrible economy, but the irony is it is pushes away those of us who can still afford to (occasionally) shop.......

goldenpig

(website)

Veteran

Uh oh, sorry you had a bad experience there. I went there for the first time in Dec & again last week and had really good experiences there (two different branches). I actually liked that they were bringing additional suggestions, but maybe because I don't have my own personal shopper. I would have thought she would get the hint after you said you had your own shopper. Did you specifically ask her to back off? Maybe it was that particular SA being too aggressive because she was desperate for commission. She should have stopped if you asked her to back off.

And FWIW, I really liked their new blue collection and have that exact pair of blue snake pumps sitting in a bag at home, debating whether I can get away with wearing them to work. I think I will put that bag over my head and slink away now.... ;P

maharani

Yes, we asked her to back off. I understand workplaces vary, but in my office (academia, admin), they would be a no no on a young woman let alone me. We do not wear suits daily-it isnt THAT conservative, but we do have a dress code and spike heel platforms do not fit it. We have one junior staffer who is a great beauty, very smart and funny-but complains nobody takes her seriously. The shoes are one of many reasons why.

lyn*

(website)

Veteran

That would make me rip the hair out of my head!!!!

I hate it when they bug me every 2 seconds - or suggest random (very ugly) things to me! I know what I'm doing (usually).

maharani

As it was, I felt I was being rude showing my annoyance as much as I did! Which just goes to show how topsy turvy today's manners have become.

biscuitsmom

Veteran

Im not suggesting she should be fired, merely warned that if she *didnt* back off after she had been asked to she was over the line and should be reprimanded. If her behavior continued after that, then I think yes, she should be fired. Her conduct is sure to cost the store sales and a lot of bad 'word of mouth' publicity.....

lyn*

(website)

Veteran

One SA told me that the "rule" at the store was if I tried on anything I would have to show her.

I glared and told her that I usually charged for those types of services. By the hour.

I think she was roundly embarrassed that she left me alone for the rest of the shopping experience.

maharani

@Lyn: Goodness! In a long career of shopping (generally badly)-that one is new to me.
@biscuitsmom: you are right of course.

biscuitsmom

Veteran

That is very sweet....but please dont feel as YOU were the rude one! Oh no, M! You were more polite and patient than she deserved...I worked with the public for 20+ years and generally have a lot of patience with salespeople, but that is REALLY a pet peeve of mine-lol

maharani

@biscuitsmom-the final straw was their unwillingness to hold the dress.....I mean really. We did go back and buy the dress less than 2h later-along with 2 belts-and I will still need to pay for alterations, so whether I got any sort of a deal is open to interpretation- but what an unnecessary struggle-give me Nordstrom any day over these idiotic chain stores.

biscuitsmom

Veteran

@M, That is *terrible!* I hate when a store refuses to hold anything -for a short time....I really hope your things turn out wonderful for you....looking forward to pics! I love Nordies too @Lyn OMG!! Where was that? Good for you for saying that-lol....

modgrl

(website)

Veteran

I totally get what you are saying, she should have backed off when you asked her to stop. But I must say that I love my whbm because it's the only place in the mall where I can get any decent service. I welcome their suggestions because I don't come with my own personal stylist. I guess the last time I went there I was actively looking for a dress shoes, matching jewelry, shrug, bag and the whole shebang so I was thrilled with all of the personal attention.

Isis

Veteran

I agree, the SA should have backed off immediately when you asked.

But FWIW, I had fantastic service the one time I shopped there, and loved all the suggestions the SA made. My SA brought me shoes, jewelry, a cardi, and two blouses, all to try on with the skirt I was considering, and showed me three different looks. I did purchase the skirt, and it is very well made and has held up.....

So maybe you got a bad day. Might be worth going back again.

biscuitsmom

Veteran

I love it when you walk in and they *ask* if you would like some help, but leave you alone when you dont. Ive walked out of several stores because of pushy salespeople There is one store at MOA that sells beautiful Asian vases and statues, but I totally quit going in there because the staff wont leave you alone. Gee, I sound crabby! lol....

maharani

OK-maybe-and Modgrl makes a good point that if you are not shopping with a shopper, the help is great. I do not say this to brag-I really am the world's worst shopper because I dislike it intensely-however I like to dress well and am in a job where I need to look polished so I finally bit the bullet and hired a professional. Well worth the extra cash because shopping is now less painful and clothes not only look and fit better but work better together. I find this site VERY helpful in putting an outfit together, too. The point about the dress was that I was looking for a black dress to accessorize in many ways. As a result of working with a stylist I do actually have a wider range of shoes, jackets, scarves and such so for this trip all I actually wanted was one black dress. Usually when we shop I not only get the item but all the stuff to "go with"......

Anonymous

I totally agree! When I was in Nicaragua, there were places I would not buy simply because the salespeople were too pushy. I ended up buying my souvenirs in a place where the salespeople allowed me to look and didn't bother me, other than to say they'd answer any questions I had. THAT'S the way to do business! Leave me alone and let me browse.

Isabel

Veteran

OMG ! I just had a similar experience this weekend. My sister is mentally disabled and I handle who clothing needs. So for her birthday I took her out to buy some clothes. She is 48 and very large breasted and in her head she is 21. So as I struggle to keep her in appropriate clothing and within what we can afford, the sales woman wouldn't let up on HER. And of course my sister agrees to everything....it was a nightmare.

But yes, I have noticed that this is happening. They can tell us it is customer service, but what it is is a hard sell because retailers are not doing so well.

HelenInCanada

Veteran

LOL - what a crazy SA incident! I too become anxious and feel extremely pressured by oversolicitous, helicoptering SAs. That said, I worked retail all through university and can see the other side of the coin. Unfortunately, some stores have a POLICY about shadowing the customer, suggesting pairings/accessories, etc. Of course, taking it to the extreme is never a good thing. My style was more, "Hi, I'm here to help you if you need me." but would have the manager glaring at me to follow the customer and stick on her like white on rice, as they say. So not sure how much it's their annoying store training and how much it was the SA not using the greatest of judgements when she saw (if she did see) you becoming annoyed. I would have just simply and politely said, "Thanks so much for your help. I'll be okay from here on, but I'll shout when I need you!" She should respect that.