My hiatus on blogging seems like an eternity but because sometimes you just HAVE to rant about something, I’ve decided to post on my blog the letter I’ve written to Holt Renfrew about my experience at their store. Not only is this a personal posting about what I’ve experience, I’ve also decided to post this because people should be aware of situation like this that happens.
I’m writing to you in regards to the horrible customer service I received from your Toronto-Bloor store yesterday at the Dior Nail Mania event. Holt Renfrew has been my go-to place when I want to purchase luxury beauty products such as Shu Uemura, Tom Ford, Georgia Armani, YSL and many more. Each time I have purchase from these counters, I have received exceptional customer service and hence why I continue to go to Holt’s for my beauty products. But from the experience I encounter yesterday at Dior, I don’t believe I would ever purchase from Dior counters at your retail establishment.
I’m an avid follower of your social media pages and when the posting for this event was listed, I knew I had to come to Holt’s to try this out. I love purchasing luxury nail lacquers such as Chanel and Dior and for your store to host an event for these brands was something I was excited for. From what I’ve been informed from postings listed (see attach http://instagram.com/p/M_OZEfyMzf/), it said that the event was a complimentary/free service being offered. When I made the appointment, I was only informed about the promotion that was happening at your store (the gift with purchase), nothing about the fact I had to purchase products in order to get my nail painted.
When I got there, I was once again never informed about the fact that in order to get your nails done, you were required to purchase 3 products. We were only informed of this AFTER the service was completed. If I had known that, I would’ve gone to a professional manicurist instead of being belittle at your service counter.
My friend and I were surprise and quite frankly, disgusted about the attitude and treatment we were getting from the representative at the Dior counter. After we had our nails done, the representative became persistent and quite rude about the fact that we HAD to purchase products in order to receive a FREE SERVICE. The fact that she used the excuse that others who came all purchased products made me personally feel like I was being obligated to purchase products. Not only were we treated like we were free-loaders who weren’t able to afford to buy things, we were also being called liars to our faces! The assistant manager rudely told us that she had personally trained all the staff and that there was no way they would not have informed us about the purchase requirement. But from the looks of other people who went to this event, I wonder how many more of us are “liars”. When we asked to speak to the manager, the manager informed us that the service is complimentary and that if you wanted to purchase a product, you can do so.
The bottom line is that from a luxury store such as Holt’s, I would’ve never thought that I would’ve received the treatment that I got yesterday. The fact that I felt like I was being spoken down to and belittle to my face is something no customer should ever experience. Just because you work at a luxury brand does not give anyone the right to treat others otherwise. No one should feel obligated or coerce into buying something. I also believe that you should not be misinforming your customers about events such as this, and instead be more clear about how “complimentary/free” is define.
Thanks for reading this and I hope that you will take my words that I’ve written as constructive feedback.
FRE **Quick update**
Since sending this letter, the manger of the Cosmetic department has contacted to me and has apologized about this incident. She has inform me that the event was indeed FREE and that we were never require to purchase anything. She has spoken to the team at the Dior counter and hopefully none of this mishap will occur to those that are planning to go this weekend and the next. If you were unlucky to have purchase items, go and return them!!!
Thank you Holt Renfrew for actually caring and listening to your customers and replying in such a timely fashion. It means a lot to me as a consumer that you guys will contact your clients.
Reader: NEVER BE AFRAID TO SPEAK UP AND DON`T EVER BUY THINGS BECAUSE YOU ARE BEING FORCE TO!!