Thank you. I had an appointment. There was a small crowd outside at 10am that morning and everyone was let in without waiting. You can walk in without an appointment. The new store really is amazing. So much bigger and brighter. I was assigned a new SA and he's very sweet and seems genuine and I'm trying to feel hopeful, but a little unsure. I felt like my previous SA was so well connected. He was able to fulfill my wishlist and even surprised me with special items he thought I'd like. He knew me so well. I'm not sure I'll get the same treatment with anyone new.
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Thank you for the update on the new store. There’s never a good time to lose a long time SA, but the one positive at this point is you are starting with a new SA when between the store opening and the upcoming holiday season, the store should have a lot of stock for at least the next few months. I can’t even imagine trying to work with a new SA in the no stock/ low stock environment of the past year and a half.
Got a text from my SA who told me they had a bag from my wishlist ready for me but "was not sure" but still told me to go. They then called me to give me details of the bag and I went and got ready to go. As soon as I got to Madison and 62nd, one street away before I could enter the store, I get a call and was told not to come anymore because my history was not good enough (though I think it was suffice for my 2nd QB of the year). It was an incredibly awful feeling, especially because I didn't ask my SA for anything specific, she just thought of giving me my 2nd quota and then took the offer back even though I've had a pretty consistent history with them and the store. I told some friends about this and they said a lot of their wishlist offers were also rescinded as soon as they got to the store.
I’m so sorry; I’ve never heard of this or thought it would be possible; it’s been my experience that the decision of whether to offer a bag is made prior to any contact to the client. I don’t understand how this could happen.
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Thank you... I don't know why, but this whole thing took a toll on me. I guess I just felt like I was enticed to go pick up a bag then flat-out rejected in less than 45 minutes. My inkling is someone came to the store before me, perhaps someone with better history or someone who spent a lot on other things from different departments that day, and offered it to them instead.
I think you are exactly correct, but there is no excuse for how poorly this was handled.
while we spend a lot of time here discussing unofficial prespend, for a store rep to say anything like that is rude and uncalled for. I hope your SA will be able to make it up to you later this year.
What a horrible experience. My first reaction is that I wouldn’t be inclined to go back but I understand the desire for another bag. I think it’s reasonable to politely tell your SA you were disappointed.
I was surprised at how low the inventory is at the new store. I think they sold much more than anticipated in the first few days of opening. Hope they restock soon.
Your story makes me wonder if someone in a head office somewhere does a final check on a client’s worldwide quota bag profile and saw that you already got two Kellys this year (one local, one FSH).
I don't think they do, because I did get a "qb" at Madison and I've bought two in Paris this year (plus other bags).
This is awful and I am so sorry you went through that. I have seen this at Madison before. I think there is a practice of overruling SAs and using the "not enough history/better clients" reasoning which then filters to the client. It's happened to friends and at one point something similar, not identical, happened to me.
If it makes you feel any better, it was eventually "made up" to me (and not by my spending more) - but I know it sucks
I’ve unfortunately heard various iterations of this exact story. QB is offered, tentatively so, and then rescinded. I’ve always imagined this to be based on whatever final approval is sought but can’t be too sure. Sorry this happened to you - quite the disappointment. I suppose it’s kind of understandable that they wanted to provide an explanation as to why you were not “approved,” but to be told your history isn’t sufficient is kind of… yeah that stings a little.
I wonder if they do this to get people to buy more. From a customer service perspective, it makes no sense to offer over the phone, possibly have the person come in and rescind. Why wouldn’t they confirm the offer first?This is awful and I am so sorry you went through that. I have seen this at Madison before. I think there is a practice of overruling SAs and using the "not enough history/better clients" reasoning which then filters to the client. It's happened to friends and at one point something similar, not identical, happened to me.
If it makes you feel any better, it was eventually "made up" to me (and not by my spending more) - but I know it sucks
Same! So far the new SA hasn’t even reached out. And honestly kind of annoyed at how they handled the situation. A heads up would have been nice and also having a new SA waiting there to be introduced would have been good too.
I completely agree. It could have been handled much better. I'm still upset. I'm also waiting to hear from my new SA, but I know the store was closed on Sunday and Monday. Hope to hear some news today. Did they look at your history and assign a new SA, or did they pass you to whoever was available at the moment?