Feeling HORRIBLE...will she find out?

[pursedweeb]

Yeah, my SA joked about how he'll find out if I end up returning my bag bc I asked how long the return period was so I think they have some type of tracker bc it affects their commission.

However, I agree with the others who said that you shouldn't feel bad. It's a large purchase and if you're really not happy with it then it's your perogative!

 

[Blair Waldorf]

I didn't know they got their commission taken away...I guess that kind of sucks. Still, though, why keep something you don't love.

 

[lv1011]

they might only get paid the comission until AFTER the return period, to make sure they arent just getting comission and then people are turning around and returning there bags.

I returned a pair of cambon flats once at dallas location and my SA from SF had shipped them. but since i was in dallas, i returned them there..turns out they then sent him the shoes and he called me....i was surprised lol

 

[luv my bags]

Well, let me be honest. As a girl who works in retail, it is the worst thing to get returns. We get disappointed because we feel like we have not done our jobs with selling through. You work so hard with a client to please them in every way, and then they end up bringing the item(s) back. Not only did you lose your time, you lost the commission, and most SA's work entirely on straight comission. Me personally, I always ask a customer if she totally loves and HAS TO HAVE the handbag. If she doesn't seem as excited, then I try to convince her to decline getting it to avoid a return. And also, avoiding an SA is not really a good thing, because the SA is going to know if you return it, whether it is with her or someone else or at another store even...we feel bad if our customers do that...If you do return, you should take it to her, and give her the opportunity to make up the sale. She'll appreciate your honesty, and still want to work with you. This isn't an attack, it is merely my perspective as a SA. I do understand that sometimes it is hard to return things. I'm a customer as well, and I return things too, but I try to return it the best way possible, if such a way exists...So basically, my view is that it is best to be honest when returning something. I'm sure we all have reasons for doing so...

I definitely understand what you're saying. Unfortunately this is a situation where I don't live near a Chanel store (closest one is 2hrs away), so this was all done over the phone. Had I been able to go to the store and see the actual color of the bag I would've passed on it. Also, I received it on a Thurs and we left Friday morning for Vegas...so I wanted to return it there so I would have the money for something else while I was there. I do have to say though that I have bought PLENTY of stuff from her and not returned it. I just don't understand though (and you being a SA might be able to shed some light on this...not saying YOU"RE like this), but why are SA's so RUDE when you do have to return something? I mean they are more than happy to help you when you're spending your hard earned money, but as soon as you need to return something it's 50 questions and all with an attitude?! I always have my receipt and original packaging and you can tell by looking at the item it wasn't used. I just think when you're returning something it shouldn't be such a hassle...isn't the ultimate goal for the CUSTOMER to be happy?
This isn't an attack, just a prospective as a customer!!

 

[Jayne1]

Well, let me be honest. As a girl who works in retail, it is the worst thing to get returns. We get disappointed because we feel like we have not done our jobs with selling through. You work so hard with a client to please them in every way, and then they end up bringing the item(s) back. Not only did you lose your time, you lost the commission, and most SA's work entirely on straight comission. Me personally, I always ask a customer if she totally loves and HAS TO HAVE the handbag. If she doesn't seem as excited, then I try to convince her to decline getting it to avoid a return. And also, avoiding an SA is not really a good thing, because the SA is going to know if you return it, whether it is with her or someone else or at another store even...we feel bad if our customers do that...If you do return, you should take it to her, and give her the opportunity to make up the sale. She'll appreciate your honesty, and still want to work with you. This isn't an attack, it is merely my perspective as a SA. I do understand that sometimes it is hard to return things. I'm a customer as well, and I return things too, but I try to return it the best way possible, if such a way exists...So basically, my view is that it is best to be honest when returning something. I'm sure we all have reasons for doing so...

Thanks for letting us in on the SA's perspective. I thought it could be something like that.

It must be so hard to purchase a bag over the phone. SAs must be used to returns when someone hasn't seen/tried the bag in person.

 

[dbt]

if u didn't like it, you should have returned it.

but of course she will find out. because her sales commission from that sale will be revoked.

My sweet, sweet SA at Chanel found me a Coco Cabas in the Teal, dk blue, whatever it's actually called and I didn't like it, so I returned it at a different Chanel botique. Now she just called today and asked me how I liked the bag and I didn't have the heart to tell her! Will she find out?

Oh and the reason I returned it somewhere different is because she shipped it to me from S.F. and that weekend dh and I went to Vegas and I ended up returning it there so I could use the money for another bag (at Prada).

I feel horrible and don't want her to find out!

Thanks!

 

[ChanelS83]

I definitely understand what you're saying. Unfortunately this is a situation where I don't live near a Chanel store (closest one is 2hrs away), so this was all done over the phone. Had I been able to go to the store and see the actual color of the bag I would've passed on it. Also, I received it on a Thurs and we left Friday morning for Vegas...so I wanted to return it there so I would have the money for something else while I was there. I do have to say though that I have bought PLENTY of stuff from her and not returned it. I just don't understand though (and you being a SA might be able to shed some light on this...not saying YOU"RE like this), but why are SA's so RUDE when you do have to return something? I mean they are more than happy to help you when you're spending your hard earned money, but as soon as you need to return something it's 50 questions and all with an attitude?! I always have my receipt and original packaging and you can tell by looking at the item it wasn't used. I just think when you're returning something it shouldn't be such a hassle...isn't the ultimate goal for the CUSTOMER to be happy?
This isn't an attack, just a prospective as a customer!!

Oh yeah. Most definitely. Your case is special. If I do a charge send, and my customer returns it, then there is not much I can do. I would not really have a reason to be upset. You returned it for a good reason. If you bought something you hadn't seen, it shouldn't surprise the SA that you returned it. Like other members have mentioned, SA's can always make up a return in a second. Ultimately, our goal is to satisfy the customer. That is why NM doesn't exactly have a return policy. I agree with you that some SA's get a little rude when taking back a return, and that is wrong. I won't because that is just bad customer service. It is more important to me to have the customer coming back to me only. I can say that there are some customers that do take advantage and buy stuff, keep it for like months and then return it just because. If they do it constantly, then it becomes a problem. I feel that in this situation, you should have nothing to worry about because you found something else you liked, and it would have been inconvenient for you to return it from wherever you purchased it. As a Chanel Specialist, If I do a charge send and it gets returned at another store, I really don't mind because while my store gets the credit, the other store gets hit with the return, so it doesn't affect our business. It only affects my paycheck. But again, if I am good at my job, I make it up. That is simply the nature of retail. You sell big, you get big returns. Personally, as an SA I will not dwell on it. I'll just move on, try to keep my relationship with the client and later sell them something else that I am sure they will love and keep. It's just one of those things, you know?

 

[bellabags]

Awesome post Chanel83, you have a fantastic attitude. I wish there were more like you out there. I am a sales manager (not retail) and I know exactly how it is when someone cancels or rescinds a transaction. You have a great perspective on maintaining the customer relationship.

 

[goingindebt]

From the customer perspective, I try very hard not to return b/c I dont want the SA who helped me to lose commission but its difficult b/c:

Many new items are limited and require waitlisting and charging "sight unseen", i have this problem w/ bags from (Nordstrom Seattle). Most of my new bags have been purchased this way.

All these pics on the forum get me excited about items, then in person, ehh.

Chanel is notoriously ambiguous with their color coding (ex. khaki was more bronze than anything, green looks beige, etc) and descriptions.

Pics especially on new items are rare and hardly representative of the actual item. Seeing a bag in person, the way it looks on you, the feel of the bag, how it hangs, etc can completely change the way u feel about it. So a bag u may have thought u loved, suddenly u dont.

And lastly, (this is mostly my problem), but sometimes I feel pressure by an SA to buy a bag, especially if its been transfered or on hold for me. I know its stupid, but I'm a pushover that way when someone has helped me.

So my sincere apologies to all the SA's who have and will help me in the future :shame:

 

[roey]

From the customer perspective, I try very hard not to return b/c I dont want the SA who helped me to lose commission but its difficult b/c:

Many new items are limited and require waitlisting and charging "sight unseen", i have this problem w/ bags from (Nordstrom Seattle). Most of my new bags have been purchased this way.

All these pics on the forum get me excited about items, then in person, ehh.

Chanel is notoriously ambiguous with their color coding (ex. khaki was more bronze than anything, green looks beige, etc) and descriptions.

Pics especially on new items are rare and hardly representative of the actual item. Seeing a bag in person, the way it looks on you, the feel of the bag, how it hangs, etc can completely change the way u feel about it. So a bag u may have thought u loved, suddenly u dont.

And lastly, (this is mostly my problem), but sometimes I feel pressure by an SA to buy a bag, especially if its been transfered or on hold for me. I know its stupid, but I'm a pushover that way when someone has helped me.

So my sincere apologies to all the SA's who have and will help me in the future :shame:

I definitely agree with everything you wrote. As a person who buys almost exclusively by charge-send, I return a lot. And I admit to taking advantage of the flexible return policies which I now realize is not only unfair to the s/a, but also to my budget! And with charge-sends, there is the added expense of shipping the bag back to the store, worrying if it was delivered safely, when the credit will hit my charge card, etc. It has become way too stressful!

Pictures are great to look at but you're right that trying on a bag and making sure it suits you is imperative. I changed my mind on the Ultimate Soft for this very reason. A quick try-on in one store, and an actual being able to put my things inside and walk around with it in another were two completely different scenarios, the latter cinching the decision that the bag was not right for me.

Anyway, I'm going to adopt a new policy - no more impulsive charge-sends!!

 

[Jayne1]

Pictures are great to look at but you're right that trying on a bag and making sure it suits you is imperative. I changed my mind on the Ultimate Soft for this very reason. A quick try-on in one store, and an actual being able to put my things inside and walk around with it in another were two completely different scenarios, the latter cinching the decision that the bag was not right for me.

So true. Here's another example of why trying in person is really helpful...

I tried the baby Cabas when it first hit the store and thought it looked extremely un-special on me. Then I come here and see all the beautiful posted pictures of members with their baby Cabas and everyone looks so great... the bag looks fabulous and the forum members look so good with the bag on their shoulder. I have to keep reminding myself that it DID NOT look good on me.

On the other hand, if you are not near a Chanel store, sending un-tried is necessary and it will be hit and miss until you find the perfect bag... but how will you know unless you keep trying?