RUDE and out of line NM SA - long post...

[bagmad73]

So sad to hear about your bad experience.
A SA should treat you the same whether you dress your best or your worst...and whether you buy anything or not. That's why it's called customer service.
I'm glad you called the manager. Maybe she will offer better service from now on.

 

[Classic Chic]

Sorry about your experience in NM! I totally understand your frustration! For some reason NM in my city totally don't fit what others described as 'excellent service' IMO. LV SA calls MONO/Damier as 'logo/checker board' after I refer it as Mono/Damier, Chanel SA took SIX weeks to find a timeless clutch w/red interior, and i have to chase her down every week for her 'promised' to return call. 3 wk before price increase, seal it(actually another SA finally step in b/c she felt sorry how i was treated) 3 wk after increase, store manager refuse to honor pre increase price, 1 wk issue store credit, they misplaced it & refused to honor it again, 2 wks later call said they will make 'exception' to honor the difference... if it wasn't for the other sweet SA's commission, I'd ask NM take the clutch back!

 

[mmac]

I work in retail and wouldn't dare speak to anyone like that.

Always treat someone the way you want to be treated. Apparently their parents didn't teach them that.

 

[fiatflux]

I have never had this kind of experience w/NM SAs (or any high-end handbag SAs). I think you should put your complaint in writing and send to the manager or even higher up. I really think it sounds like this particular individual has personality issues way beyond being a snooty SA.

 

[chanelbaby]

SAs squabbling in front of customers, then being lectured by one of the pair! oh dear oh dear oh dear they should both be sacked, plenty of nicer people with better manners out there looking for a job!

 

[ladydeluxe]

That's truly disgusting! She needs to get a job in the stock room instead of a job where she has to deal with CUSTOMERS, since she seems to hate them so much. Don't give someone like that commission. Sorry to hear you had such a bad experience!!!

ITA!! holy cow, that's a hell of a nasty experience.. AND SA! i feel so sorry for you, you def didn't deserve that. it's a good thing you called her manager to make a complaint. no bad deed goes unrecognized!

 

[memyselfI]

Photomj, I think its most NM that you have these attitudes. Up by me in Short Hills, the store is plagued with attitude and insanity. I even had a problem in KOP NM and my husband was holding a knot of cash telling the SA to ring up a bag and she acted like we weren't there. But on the other hand you have other SA's from NM that are wonderful and nice.
Though I have to admit-even when you are friendly with the SA's sometimes they act stupid. Over the Christmas shopping season, I stayed out of NM. If I needed anything I called it in and had it shipped. (My SA/friend was my elf this year in all depts) But one day I ran in on a day my friend was off-(she knew I couldn't wait til she was in because the next day was Christmas eve) and I picked up a bag my mom had liked. The problem was that the SA who helped her was the "specialist" (we all in the Short Hills area have mixed feelings about) and I had to give her the sale. I didn't mind her so much anymore-than she dropped this bomb on me. She asked me why I returned a special order and that it's wrong that I do that after my friend works so hard to get me what I want-I shouldn't toy with people's commission. I told her she was insane and that I didn't return the bag and if my friend was hard up for the commission I would give her the 7% she lost and I walked out.
A few days after Christmas I was on the phone with my gf and she tells me the specialist made a big deal that I got ONE bag from her. My mom and I only use my friend-always and for everything. She proceeded to tell my friend that I was now her customer and she has to learn how to act or she won't be able to keep customers like my family. Thank God my friend knows better. I think the SA's must be insane in NM sometimes.

Don't take it personal. My husband on the hand complained to the manager when we were in KOP NM though. This SA was jerky, I asked if she had a bag she said yes, I asked to see it and she said WHY? My husband told her to ring it up and she walked away. This led my husband to go find the manager and throw a haymaker. Needless to say we have banned that store, because the manager didn't see the problem.

 

[chanelbaby]

Don't take it personal. My husband on the hand complained to the manager when we were in KOP NM though. This SA was jerky, I asked if she had a bag she said yes, I asked to see it and she said WHY? My husband told her to ring it up and she walked away. This led my husband to go find the manager and throw a haymaker. Needless to say we have banned that store, because the manager didn't see the problem.[/quote]



O M G G GOD!!!!!!!!!!!!!!!!!! WTF are these SAs on? I'm so mad this happened to you, its outrageous when "shop girls" (see British Absolutely Fabulous episode where Eddie rants when she is treated badly in a boutique) act like this.

Maybe we can all do a letter writing campaign to Chanel HQ on SA customer service?

 

[purly]

I've gotten less drastic but still seemingly nasty responses from SAs at plenty of 'high end luxury' shops. It comes along with the territory I guess.

Thing is, I NEVER buy from them. The ones that are nice and give me attention are the only ones I buy from.

What bothers me most is when an SA that I've bought several expensive items from forgets me and starts acting like this. That's when I swear off the entire staff at that store.

Online stores are so much more preferable.

 

[jo_ee]

What a horrible experience *hugs*. I am shocked and angry for you! That kind of customer service is NOT service. Her attitude and behaviour towards you is totally out of line and unacceptable. I'm glad you reported her to the manager; I only hope your feedback was strongly worded!

I don't really like to think along the lines of "customers enabling SAs to keep their jobs". SAs are also people, I have secret dreams of becoming a Chanel or LV SA myself, and I would hate to think that my customers think that they are my sole livelihood. But, I do believe in common courtesy, and good service, and she provided none of that.

 

[screambermuda]

UGH! That is Awful!! I'm so sorry you had to put up with such a b***h! You are smart to post your experience. She has no idea what she's done to herself. And I hope NM realizes what SAs like that are doing for their business. I mean every customer she turns off is worth $$Thousands$$!! It's not like you can't go somewhere else!

I had to laugh though when you posted her name! HA! Good for you! Now over 91,000 people know to stay away....OUCH!:boxing:

 

[cjj]

Am I the only one that wonders what it is about NM that makes the SA's think they are above everyone else? I rarely, RARELY ever hear anyone say a bad word about Nordstrom. Maybe Saks now and then. But NM is a constant diet of nothing but horrible CS. I have to ask: how does a company stay in business when they treat the people that KEEP them in business like trash. I do not understand it. I buy some skin-care from NM; or online from BG as no other place carries it. But I would not buy anything else from them; there are too many other businesses that I can take my money to.

Do they offer special "how to treat people like dirt" classes at NM for the sales staff?

 

[x joie]

Am I the only one that wonders what it is about NM that makes the SA's think they are above everyone else? I rarely, RARELY ever hear anyone say a bad word about Nordstrom. Maybe Saks now and then. But NM is a constant diet of nothing but horrible CS. I have to ask: how does a company stay in business when they treat the people that KEEP them in business like trash. I do not understand it. I buy some skin-care from NM; or online from BG as no other place carries it. But I would not buy anything else from them; there are too many other businesses that I can take my money to.

Do they offer special "how to treat people like dirt" classes at NM for the sales staff?

I worked at Nordstrom last summer so I can answer this.. Nordstrom is ALL ABOUT customer service. That is the difference. The company stressed customer service above everything in training- and they know that their customer service is what sets them apart from other department stores. It's unfortunate, however, that Nordstrom does not get the same level of status as NM or Saks- I think they are trying to change that but it is difficult to maintain the same exclusivity when they welcome anyone and treat them like royalty! Maybe that is why NM has such issues with CS- because they are encouraged to cater to the ultra wealthy? I don't know why NM is like that either- it's baffling because it's not like we can't afford the bags! I mean, I wouldn't be in there if I didn't have the means to buy something. Really, really despicable of them to treat their customers like this..

 

[bagchic1]

I am so mad today, I just had to make a post about this....

I just got "into" Chanel in October or November. The bug has bitten me! Since that time I've bought 4 bags...the GST, the distressed leather Caviar & Pony Tote, the bronze reissue, and a vintage jumbo flap. Two bags I bought from Saks, one from BBOS and one from a private sale.

In the past few months, I have enjoyed going in the various boutiques to see the bags IRL. This forum has been EXTREMELY HELPFUL in helping me to decide what bags I like and don't like and which work with my lifestyle. Since the price is so high on these bags, I NEED to be certain if I like them because I am a "return" queen!

Anyhow, the SA's at the Chanel boutique in Orlando are wonderful. The SA's at Saks Tampa are wonderful...the SA's at NM Tampa are A**H***S!!!

I've maybe been in the NM boutique six times since November. The past few times, the SA has gotten ruder and ruder. About the 2nd or 3rd time I came into the boutique she started saying: "Why don't you just buy something?" She tries to talk me into buying bags I don't really want...probably just to make the sale.

I dress really casually (designer jeans and boots) but I explain to the SA's that I'm a wedding photographer and own my own studio. That's why I'm off during the week and work on weekends. My husband and I both run our business and we make great money at it, which allows me to buy expensive handbags! (Not that I need to explain this to them, but it comes out in conversation.)

I went into NM on Monday because I was done with a weekend long photo convention and wanted to relax and browse purses instead of sitting in traffic. Some new bags had come in and my SA was there. We chatted a bit and then she said: "People don't buy $2,000 purses...they just come in here to try them on and then leave." I didn't know if she was directing that at me, so I responded that I had purchased 4 Chanels in less then two months time, so I was definitely a "buyer". I should mention that every time I take a bag off the shelf to look at it, she has to go "rearrange" it after me! I've found bags that I love in there before, but if I ask if they're available in another color or size, the answer is always "No, this is the only one we have left."

So, yesterday, I bring my husband in with me because I have fallen in love with yet another bag and I want his opinion on it (he always lets me know if it's "not for me"! Or if it looks too much like something I already have.)

I introduced him to the SA and proceeded to show him the purse. I've talked about being a part of TPF with her before and she got all nasty saying: "I don't understand how women can waste so much time on a purse forum...don't they have "real" lives to live?" I responded to her that the women on this forum keep her in a job...If she was smart, she would let the tpf women know what she had available so she could sell more purses. (What a dumb ass!)

I'd had enough of her so we left.

I sent a local tpf'er in to NM to see my dream bag to get her opinion. She ended up talking to my SA and when she said that she was a "friend" of mine, the SA rolled her eyes at her! Then she proceeded to say that I was always coming in there saying that the bags were bad or they had problems and she's never heard of that before (I've never said any such thing...I've asked if certain leathers would hold up.) THEN she said, in a snotty voice: "Yeah, she brought in her BOYFRIEND to get his approval on a bag."

This may sound trivial but I have been married for close to 20 years and we are both in our 40's! We're well dressed and don't look like deadbeats. WHY would this woman have this sort of attitude towards us! I was FUMING when I heard that. Who in the hell is she to judge me or him?!?!? ARGH!

I ended up calling the dept manager of designer handbags and giving her hell about the SA. I said how DARE she say things like that to a potential customer that I sent in to her. What an ungrateful and nasty b***h.

Anyhow, sorry for the long post and the rant. We've decided to boycott NM Tampa. We'll go to their trunk show and then tell them we're buying from Saks!!!

...I'd advise not giving her ANY of your business....

Photomj - I'm sorry to hear about your story. It happened to me and now I buy from a different SA in the same store who was professional and went out of her way to help me. It taught her a lesson when she saw the number of bags I bought from the new SA.

 

[SWlife]

My feeling is that the management has stressed "making the numbers" to the SA's to the point that they have forgotten the customer service angle. That can certainly happen when the stores forget about the people factor & think only of the revenue. And that will get passed on to the SA's & you will see a meltdown between a couple of SA's over a sizeable sale. It certainly doesn't excuse what happens sometimes, but may be a factor.