kathmandu.com.au
short story - the worst customer service experienc...
short story - the worst customer service experience, let alone human interaction experience that I can remember having in years! The young guy with spacers and curly dark hair that works on the upper level, needs to be fired. A nasty, frustrated, arrogant guy who should go find a job worthy of him because he obviously has no value for the job he does now. After working as a team leader and a team member in the retail sector for years, the behaviour and outward hostility still shocked me. He is the reason why so many have given up on the human race and why so many now value self service rather than human interaction. And the on duty manager needs to do some confidence and complaints handling training. I'm contacting Kathmandu head office tomorrow in regards to a refund of a giftcard gift that was supposed to commemorate a positive thing in my partners life, but has been turned into something truly negative.
long story- went into the city purposely to visit this large store as I'd gotten my partner a giftcard for our wedding anniversary a week ago. At the register upstairs to purchase an item, we were served by a young tallish guy with small spacers and a head of curly dark hair. After giving my details to locate my membership, my husband confirmed the price that the item was going to come to. the staff member gave us a higher price and explained with the discount it goes down. The price was still higher than what we had seen on the website, he queried if it was different online and got no response and so my husband apologised and asked him to give us a second. I then spoke to my husband as I was using my phone to look at the website and mentioned to my husband that maybe the one online was a different one. From the side I could see the staff member had put his hands in the bench, leant his body down so that his head was near his hands and he was curled over. I ignored this rude body language as I was trying to be quick and as he came up again he said to us "AS I said, the price goes down to......" the tone he used to say the "as I said" was not a helpful reiteration type of tone but a rude tone like we'd forced him to repeat something. I said to him that I actually wasn't talking to him and that I was obviously speaking with my husband , who had asked him to give us a second and that I was querying if it was the same product". At this stage there was so much disdain coming from him and he laughed at us, for what I'm not sure, but he did. a snickering laugh that made me grab the giftcard back and made my husband ask if there was a problem here, to which he said there was no problem. he refused to give his first name to my husband and I walked away. Before leaving the store I went up to a made up lady with blonde hair in a ponytail and told her that if she ever gets bad feedback from customers about him, that it's all true. My husband then asked her to provide the guys name that had served us. she said she wasn't sure she could give it and then pointed us to the manager standing next to her, well he was until we'd started speaking but when we had come over and a complaint was obvious he had actually not said a word, he actually moved further away to try and avoid the interaction and dealing with it. we then left the store. Honestly I was flabbergasted. I will be requesting a refund from Kathmandu, will never spend another cent in one again and will share my experience with everyone I can. I'm a big believer in quality customer service and of being a good person to others and not negatively impacting other peoples day and lives, but I'm also very tolerant and understanding of the toll face to face retail can have on you sometimes. But this behaviour goes beyond anything and is inexcusable. In a climate where people have lost their jobs and where so many people need employment, this was disgusting. On the pros side I didn't contribute to this stores budget ( when they were so quiet that they obviously cant be achieving it) and that the staff on ground level and the short haired brunette lady upstairs was very helpful.
