+1
Sara was probably doing favors and she might be in trouble now. Even if she is the manager.
Strange experience at my Coach store today ++
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+1
Sara was probably doing favors and she might be in trouble now. Even if she is the manager.
I'm going to disagree with you. OP never said she asked the SA to treat her any differently because of anything. She explained to the SA that she had done it before and asked why it couldn't be done now.....very reasonable question.
The SA to walk away from her to see 3 other people was rude, wrong and nasty. She should be happy it wasn't me because she would have heard about it....right then and there! And again after I talked to her boss!
I've been in the people industry for 35 years and you don't treat customers/clients that way IF......IF.....you want them to return.
Do I expect good customer service every place I go? You're damn right I do!
Why do you assume that Coach wants the OP to return and to stay as a customer? Some customers cost Coach money and Coach would love to get rid of them. Customers that hold onto bags and return them much later so that Coach has to sell the bag at a loss, customers that take up FP store employee time to buy or return a discounted outlet bag, and customers that do not ever buy items at a price that Coach is making a profit on, are all costing Coach money, and it is my belief that as Coach tries to reinvent itself, Coach is trying to encourage those customers to move on from the FP stores.
Not every customer is worth holding onto. Just my opinion.....
Of course not every customer is worth holding on to.
That should be a decision made higher up than a SA and presented to the customer from a member of management.
Why do You assume the OP was a customer they wanted to get rid of??
Please re-read my post. I said rudeness is never OK. That part wasn't in question for me. And again, stating that saying "I can't do that for you" doesn't necessarily imply rudeness. It was the part about asking an SA to do something that's probably not within policy, or at the very least is a gray area, just because someone else had done it in the past, that I had issue with.
Do I think it's OK for a customer to wait while a SA greets other customers in the store, and perhaps lets them know they will be with them in a moment? Yes, absolutely. If I'm asking for a transaction that requires paperwork and will take up a bit of the SA's time, I have NO issue waiting until the SA has greeted other customers. That's just plain old fashioned courtesy for others.
In her second post, the OP made this statement: "Considering I have spent quite a bit at that retail location, to the point where my SA calls me for every PCE, etc, I don't think I was expecting such nasty attitude from another SA." WHY ON EARTH would she mention how much she has spent there if she didn't imagine it would influence her treatment? (As an aside, I have two SA's from two different boutiques call me for PCE, but I imagine it's because I'm kind to them and we chat when I come in, not because of how much I've spent - because I don't have that much to spend!)
To quote you, Bobbyjean, you said "Do I expect good customer service every place I go? You're damn right I do!" I do as well, without question, and probably more than average, because I'm in the industry. But...do I expect BETTER service because of how much money I've spent at a particular location? Never. Do I expect an SA to break a rule for me because of how much I've spent? Absolutely not. And that was my point.
I'm not going to re-read your post. The SA should have explained to OP she couldn't do it and come up with a comparable solution for her customer.....she didn't. The SA should not have left OP or any customer while she worked with three other people!! Wrong! I'm sure she wasn't working alone.....she should have helped OP with an answer....even if that was to say " I'm sorry I can't do that for you but so and so is working next on such and such day...could you cone back in then?"........you don't leave a customer alone with no answer or solution to help other people! Ever! Rude! Wrong!
It's not the OP's job to determine what SA's should and shouldn't be doing for her. If someone broke the rules and gave her special treatment, she obviously didn't realize it was special treatment or she wouldn't have gone through a new SA! And it doesn't matter how much you spend at Coach, you deserve to be treated with respect. I didn't get the impression from the original post that she thought she was better than anyone or deserved special treatment. .. I think some of you need to lay off. I doubt she was trying to get anyone in trouble, just venting like most of us do once in a while!
Any FP can fax a CS to outlet. It us up to the FP store if they want to. OP was not gettin special treatment.
No excuse for rudeness. Ever.
IMO outlet business should be done at the outlet, FP business at the FP store. Coach made a rod for their own backs by allowing outlet returns to be handled at FP. They should keep both entities separate.
We can't always get what we want, I wanted to win the $400m power ball prize last week..... If there is no outlet available or the outlet doesn't do charge sends sobeit.
IMO outlet business should be done at the outlet, FP business at the FP store. Coach made a rod for their own backs by allowing outlet returns to be handled at FP. They should keep both entities separate.
We can't always get what we want, I wanted to win the $400m power ball prize last week..... If there is no outlet available or the outlet doesn't do charge sends sobeit.
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True - but its in direct competition with what they do, and therefore makes no sense. They sell FP products, the outlet deals with the discounted products.
I think there is some confusion as to the point some are trying to make. What I have read in every comment so far is that rude behavior to a customer is not good and should not/will not be tolerated. That is a given - no one is saying that the rudeness is acceptable or good. No one is arguing that point - but that seems to be what some have focused on and cannot get past.
Moving on.....
The point that is trying to be made is that some feel that FP and outlet transactions should be handled at the respective stores. Just because Sara did that for the OP in the past does not mean all of the SA's at the FP will know what to do or be willing to do it - especially if it's not something normally done.
If I know a certain SA takes care of me - I make sure I spend my time and money with that SA. Sounds like that's what the OP should have done in the first place. Personally - I would have left the store and returned when I knew my SA would be working. But that's just me.
Unfortunately, I have a suspicion that Sara will end up getting in trouble with her bosses for doing favors like that. Especially since we all know that Coach employees read this forum.
Moving on.....
The point that is trying to be made is that some feel that FP and outlet transactions should be handled at the respective stores. Just because Sara did that for the OP in the past does not mean all of the SA's at the FP will know what to do or be willing to do it - especially if it's not something normally done.
If I know a certain SA takes care of me - I make sure I spend my time and money with that SA. Sounds like that's what the OP should have done in the first place. Personally - I would have left the store and returned when I knew my SA would be working. But that's just me.
Unfortunately, I have a suspicion that Sara will end up getting in trouble with her bosses for doing favors like that. Especially since we all know that Coach employees read this forum.