Really mad about an obnoxious text from SA, what should I do?

[jessica711]

Yesterday I texted a SA from my local store asking her if she could meet with me today at 11am for an exchange. She said yes, and then texted me at 8 this morning saying she didn't want to come in because it was supposed to snow. I was fine with that, she gave me the name of a manager to ask for.

When I went in at 11am this morning and asked for the manager (by name) I was told she wasn't in yet. So I worked with someone else and didn't get to do the exchange but that doesn't really matter for this story.

At 5:30pm, I received a text from the SA that said "you didn’t come today and next time let us know if you are not coming."

I texted back and said “I did come in. I asked for (managers name) and she wasn’t in yet."

The SA responded “she was there”.

We then proceeded to have a back-and-forth where I told her who I did work with, she must have checked my story out while texting me because she then started to talk about other details of why I wasn’t able to exchange with her coworker. So she obviously knew I was telling the truth.

I am totally disgusted. In what world does a customer get spoken to this way? First of all, I don’t have to call anybody to tell them that I’m not coming up for an appointment. It’s a nice courtesy, but it is not a requirement. But second of all, I was there! And this SA never acknowledges that and instead accused me of standing someone up and the accuses me of lying by saying "she was there".

The beauty of texting is that I have all of the screenshots of the exchanges. Do I escalate this?

And just in case anybody is wondering, I did tell her that she was completely out of line for the way she spoke to me.

 

[Addicted to bags]

Yesterday I texted a SA from my local store asking her if she could meet with me today at 11am for an exchange. She said yes, and then texted me at 8 this morning saying she didn't want to come in because it was supposed to snow. I was fine with that, she gave me the name of a manager to ask for.

When I went in at 11am this morning and asked for the manager (by name) I was told she wasn't in yet. So I worked with someone else and didn't get to do the exchange but that doesn't really matter for this story.

At 5:30pm, I received a text from the SA that said "you didn’t come today and next time let us know if you are not coming."

I texted back and said “I did come in. I asked for (managers name) and she wasn’t in yet."

The SA responded “she was there”.

We then proceeded to have a back-and-forth where I told her who I did work with, she must have checked my story out while texting me because she then started to talk about other details of why I wasn’t able to exchange with her coworker. So she obviously knew I was telling the truth.

I am totally disgusted. In what world does a customer get spoken to this way? First of all, I don’t have to call anybody to tell them that I’m not coming up for an appointment. It’s a nice courtesy, but it is not a requirement. But second of all, I was there! And this SA never acknowledges that and instead accused me of standing someone up and the accuses me of lying by saying "she was there".

The beauty of texting is that I have all of the screenshots of the exchanges. Do I escalate this?

And just in case anybody is wondering, I did tell her that she was completely out of line for the way she spoke to me.

How did she respond after you said she was completely out of line? I don't disagree with you btw, just curious.

Is this your home store & are you a regular? I think only you can answer if you should escalate this. If it were me and I'm a regular shopper at that location I think I would at least show the manager your texts. It might not go anywhere as it depends on the manager and their relationship (if any with the SA). Then the question becomes do you want to escalate to the regional manager or to corporate?

 

[snibor]

I’d forget about it and move on. Life is too short.

 

[jellyv]

instead accused me of standing someone up and the accuses me of lying by saying "she was there".

In what you report, she didn't accuse you of anything but said the manager was there. SM might in fact have been there, whether busy or generally there in the timeframe but on a break for coffee or whatnot. It's possibly no more than a statement of fact. This doesn't mean she should have fussed at you, if that's how you received it, but possibly felt the need to correct a misunderstanding.

I would let it go, for the simple prioritizing of my time and well being. YMMV.

 

[papertiger]

Firstly, let me say, I am sorry. That's not being a luxury professional in 1. assuming (she's) authority in the relationship 2. when all you did was follow her advice after she decided to not go in 3. called your story into question 4. made a fuss like a drama queen .

I'd think about the endgame. Where do you want this to end (she could lose her job)? Where do you want this to lead to for you and your relationship to the store? If you can forget about it, forget about it. The fact you've written on the forum makes me think she's left you feeling very upset.

I think you have a right to feel upset

If you don't shop there often, just leave and write to head office. If you're not a reg. customer they won't care but you may feel better.

If you've had a long and strong relationship with the store. I'd talk to the SM, say how upset this drama made you feel, then, leave him/her with the facts and ask his/her advice. It's up to him/her to take/not take action. I'd prob suggest staff-training for all staff (but that's me).

 

[jessica711]

How did she respond after you said she was completely out of line? I don't disagree with you btw, just curious.

Is this your home store & are you a regular? I think only you can answer if you should escalate this. If it were me and I'm a regular shopper at that location I think I would at least show the manager your texts. It might not go anywhere as it depends on the manager and their relationship (if any with the SA). Then the question becomes do you want to escalate to the regional manager or to corporate?

She didn't respond after I said it. I don't think I want to escalate.

 

[jessica711]

I’d forget about it and move on. Life is too short.

I think you are right.

 

[Love Of My Life]

Take the high road. You shared your thoughts, just move on.
Actions speak louder than words , she got your message loud & clear

 

[lill_canele]

Generally my initial thought is to just block and ignore that SA.
I don’t like dealing with this kind of back and forth stuff, it’s a pain and not worth my stress or time.

However, if this a store that you regularly shop at then I would escalate this.
In the future this SA could make your shopping experience at the store unpleasant or possibly not the same as before. Based on how she interacted with you, it tells me she’s kind of willing to go out of her way to make things difficult for you. And that is something I would not tolerate.
If you still don’t think it’s worth it, very understandable, and there are other locations you are happy to go to then I’d just never go there again.

On a side note, I am hot headed by nature and used to get worked up when stood up by people. My husband is the one who usually calms me down and explains to me why it’s not worth it, for the most part. However, again, if this a store that you regularly go to and plan to continue to go to, then he would even put his foot down.
In his mind, it’s not to show who is right or wrong, it would be to not suffer this kind of treatment in the future.

Adding on to this, if you want to address this, the sooner the better.
In general, people who are not willing to be honest and play fair, will find ways to make things unpleasant and difficult. If not now, then possibly in the near future.

 

[Peridot_Paradise]

Not sure if it’s just me bc I purchase, return(rarely) and exchange(rarely) from LV store at anytime I want and whenever I want. I refuse to be loyal to one single SA. I enter the store whenever I please(within store hours) without scheduling an appointment(didn’t even know that existed) and speak to the first SA that approaches me and let them know what I need(purchase, return, exchange). I have noticed that after the SA of that particular DAY looks up my purchase history they go over their way to please me including texting me days after my purchase and I ignore all those texts every single time. Why are we giving these SA (s) so much power

 

[bagsamplified]

Yesterday I texted a SA from my local store asking her if she could meet with me today at 11am for an exchange. She said yes, and then texted me at 8 this morning saying she didn't want to come in because it was supposed to snow. I was fine with that, she gave me the name of a manager to ask for.

When I went in at 11am this morning and asked for the manager (by name) I was told she wasn't in yet. So I worked with someone else and didn't get to do the exchange but that doesn't really matter for this story.

At 5:30pm, I received a text from the SA that said "you didn’t come today and next time let us know if you are not coming."

I texted back and said “I did come in. I asked for (managers name) and she wasn’t in yet."

The SA responded “she was there”.

We then proceeded to have a back-and-forth where I told her who I did work with, she must have checked my story out while texting me because she then started to talk about other details of why I wasn’t able to exchange with her coworker. So she obviously knew I was telling the truth.

I am totally disgusted. In what world does a customer get spoken to this way? First of all, I don’t have to call anybody to tell them that I’m not coming up for an appointment. It’s a nice courtesy, but it is not a requirement. But second of all, I was there! And this SA never acknowledges that and instead accused me of standing someone up and the accuses me of lying by saying "she was there".

The beauty of texting is that I have all of the screenshots of the exchanges. Do I escalate this?

And just in case anybody is wondering, I did tell her that she was completely out of line for the way she spoke to me.

I'm so annoyed that she told you she wouldn't come in, then gaslit you by saying "where.were you", and etcetera with the rest of the story. So unprofessional! I haven't finished reading the rest of this thread yet, but hope you are feeling better, and glad you could seek advice here. It's a very supportive community for these issues.

 

[S0nia]

She didn't respond after I said it. I don't think I want to escalate.

So, she did not even apologise?

By "letting it go", "taking the higher ground", "moving on" etc. please know that you will have enabled this kind of behaviour, and reinforced into the head of that girl that, indeed, you can behave like that, and the likes of you will take it lying down and then move on. Basically she can mop the floor with some clients, and that includes you.
If I read the story well, she's the one who stood you up.

If it were Zara or H&M with immature 18 years cashiers, then maybe. But in a so-called luxury brand, supposedly a top tier fashion house?
No wonder luxury SAs have such bad reputation; most of their clients are the enablers.

 

[Love Of My Life]

So, she did not even apologise?

By "letting it go", "taking the higher ground", "moving on" etc. please know that you will have enabled this kind of behaviour, and reinforced into the head of that girl that, indeed, you can behave like that, and the likes of you will take it lying down and then move on. Basically she can mop the floor with some clients, and that includes you.
If I read the story well, she's the one who stood you up.

If it were Zara or H&M with immature 18 years cashiers, then maybe. But in a so-called luxury brand, supposedly a top tier fashion house?
No wonder luxury SAs have such bad reputation; most of their clients are the enablers.

OP comments that she told the SA she was completely out of line for the way she spoke to me.
Who would want to have an SA help a client with this behavior? Block her texts & find someone else
to work with as this SA will likely make your shopping experiences unpleasant down the road
Will also add that shopping & anxiety don't work well together JMO

 

[Veratrix]

Yesterday I texted a SA from my local store asking her if she could meet with me today at 11am for an exchange. She said yes, and then texted me at 8 this morning saying she didn't want to come in because it was supposed to snow. I was fine with that, she gave me the name of a manager to ask for.

When I went in at 11am this morning and asked for the manager (by name) I was told she wasn't in yet. So I worked with someone else and didn't get to do the exchange but that doesn't really matter for this story.

At 5:30pm, I received a text from the SA that said "you didn’t come today and next time let us know if you are not coming."

I texted back and said “I did come in. I asked for (managers name) and she wasn’t in yet."

The SA responded “she was there”.

We then proceeded to have a back-and-forth where I told her who I did work with, she must have checked my story out while texting me because she then started to talk about other details of why I wasn’t able to exchange with her coworker. So she obviously knew I was telling the truth.

I am totally disgusted. In what world does a customer get spoken to this way? First of all, I don’t have to call anybody to tell them that I’m not coming up for an appointment. It’s a nice courtesy, but it is not a requirement. But second of all, I was there! And this SA never acknowledges that and instead accused me of standing someone up and the accuses me of lying by saying "she was there".

The beauty of texting is that I have all of the screenshots of the exchanges. Do I escalate this?

And just in case anybody is wondering, I did tell her that she was completely out of line for the way she spoke to me.

If it was me I’d escalate the matter and request for another SA…. the existing one seems extremely unprofessional frankly speaking.

 

[bagsamplified]

Firstly, let me say, I am sorry. That's not being a luxury professional in 1. assuming (she's) authority in the relationship 2. when all you did was follow her advice after she decided to not go in 3. called your story into question 4. made a fuss like a drama queen .

I'd think about the endgame. Where do you want this to end (she could lose her job)? Where do you want this to lead to for you and your relationship to the store? If you can forget about it, forget about it. The fact you've written on the forum makes me think she's left you feeling very upset.

I think you have a right to feel upset

If you don't shop there often, just leave and write to head office. If you're not a reg. customer they won't care but you may feel better.

If you've had a long and strong relationship with the store. I'd talk to the SM, say how upset this drama made you feel, then, leave him/her with the facts and ask his/her advice. It's up to him/her to take/not take action. I'd prob suggest staff-training for all staff (but that's me).

This was a very empathetic post good advice for OP

OP, whichever way you take (action or no action), do whichever makes you feel better. It is ok not to act. It is also ok to act. It does take up energy, either way. You will know best what works for your situation .