I walked into the flagship store last Friday at around 4:30pm and had what can only be described as a ‘Pretty Woman’ moment. Admittedly, I wasn’t looking my best having arrived on a very early train from Manchester but my foot was barely over the door when I was greeted by a shop assistant saying, ‘I’m sorry but we haven’t got a sale on.’ I asked her why she said that to me and she claimed she thought I’d asked. I hadn’t even opened my mouth so that was just her thinking on her feet!! I have never felt so judged in all my life. I was so upset and told my friend how I was feeling. I didn’t want to be deterred so went into the fitting room to try on and whilst doing so my friend tackled the assistant. She claimed that she thought I’d enquired about the sale and reported that a lot of people had been enquiring as it was Black Friday. I came out of the fitting room and received no apology. We left empty handed. I am sure that she isn’t representative of the whole company but she soured my experience and no sale followed as I wasn’t in the mood by this point. Perhaps management need to offer some training on the meet and greet offered. Conversely, I had the most amazing customer service at Fortnum’s where the assistant could not do enough for me, running around checking for items. No sign of snootiness or judgement whatsoever.
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