Feedback on customer service
I was sharing that other day that upon purchasing the bag from Loewe, SF found 1 stitch @ the bag handle to be out of line.
Now the problem went further hence I'm pressing the alarm to wake them up.
See below email;
Dear Richard,
Good day to you.
I understand that you are the store manager who is in charge of Ngee Ann City & Isetan Shaw Loewe outlets.
First of all, my partner and I would like to take this opportunity to compliment your store supervisor Ms Imelda Wong for her excellence customer service. She extended warm welcome every time we enter your boutique. Her product knowledge and recommendation is awesome.
On 6 July 08, my partner bought a Long Play bag from your boutique at Isetan Shaw. At the same time, we also like another leather bag in your Ngee Ann City outlet hence we requested your duty staff Mr Lawrence to transfer it over to Isetan the same day. To conclude, we bought 2 bags on 6 July 08.
Despite the luxury of having 2 Loewe bags at one goal, my partner could only use 1 bag at a time and he decided to kick start with the leather bag. The Long Play bag that we had is used very occasionally which I would say less than 5 times in a month.
Some time in end July 08, on a rare occasion; my partner realized that a stitch on the Long Play handle was out of place or rather not in line. As he was on reservist for 3 weeks in August 08, we could not send the bag for repair any earlier than his return on the 4th week of August 08.
We brought back the Long Play bag to your Isetan outlet on 28 August 08 for repair service. We requested to re-do the stitches.
As we do not know who the person is in charged of repair service, hence we waited patiently for someone from Loewe to advise us on the repair status. After waiting for weeks, we hear no news from anyone of you.
We were at Isetan Shaw for its private sale on 25 September 08 and we went to your boutique to browse. Again, Ms Imelda was serving us. That night, we bought another 2 Loewe bags. As we were at your boutique near the closing hour, we managed to speak to Ms Imelda with regards to the Long Play bag that was sent for repair about a month back. We were really very concern over the repair status.
Ms Imelda was very professional over this issue and promised to do a check and will revert to us on the repair status. The next day, 26 September 08, Ms Imelda called me on my mobile. She politely advised that re-stitching couldn’t be done.
As much as we were thankful to Ms Imelda who took her initiative to follow up for us, we were very disappointed with the reply as Loewe took 1 month to revert on an impossible mission. This is very unprofessional and unacceptable.
I went to collect back my partner’s Long Play bag on Sunday, 28 September 08 from your Isetan outlet. Fortunately it was Ms Imelda on duty. She apologized, explained and advised that the Company is ordering in ‘spare’ part and would change the whole piece of leather for the handle and by doing so, our problem would be resolved. My question is why isn’t the spare part being ordered earlier? Why do we have to wait 1 month for nothing done and continue to wait longer for the spare part? How can Loewe justify the long wait with our precious time?
As there wasn’t any confirmed date as in when the spare part will be in, I requested to collect the bag first and have your staff to contact us once the spare part arrived. 2 days later while my partner was going through the details of his Long play bag which apparently sits with Loewe for the past 1 month & to his surprise, he found a spot where the leather peeled. We are very sure that the peel wasn’t there before we sent the bag back to your boutique for repair service. The point now is that the bag was used less than 5 times & was returned to Loewe for repair and it stays with Loewe for the past 1 month.
Richard, very honestly, as much as we would like to give the benefit of doubts, we really questioned what your service people did to the bag during the 1 month transition period.
We seek your immediately attention to investigate this matter.
We regret to inform you that we have wasted enough time with Loewe hence we are no longer interested with any explanation. We would prefer going straight to the point for appropriate compensation from Loewe.
To help you with the investigation, please find below my partner’s details which might be useful.
VIP Name : Mohamed Shafiq
VIP Code : 06xxxxxxxxxx
We are ready to bring down the Long Play bag for your verification.
Please note that I can be reached at 9xxx xxxx or you may also contact Shafiq, my partner at 9xxx xxxx.
I have cc Shafiq in this email.
We look forward to your reply.
Thank you.
Regards,
Sal Tan
Now the problem went further hence I'm pressing the alarm to wake them up.
See below email;
Dear Richard,
Good day to you.
I understand that you are the store manager who is in charge of Ngee Ann City & Isetan Shaw Loewe outlets.
First of all, my partner and I would like to take this opportunity to compliment your store supervisor Ms Imelda Wong for her excellence customer service. She extended warm welcome every time we enter your boutique. Her product knowledge and recommendation is awesome.
On 6 July 08, my partner bought a Long Play bag from your boutique at Isetan Shaw. At the same time, we also like another leather bag in your Ngee Ann City outlet hence we requested your duty staff Mr Lawrence to transfer it over to Isetan the same day. To conclude, we bought 2 bags on 6 July 08.
Despite the luxury of having 2 Loewe bags at one goal, my partner could only use 1 bag at a time and he decided to kick start with the leather bag. The Long Play bag that we had is used very occasionally which I would say less than 5 times in a month.
Some time in end July 08, on a rare occasion; my partner realized that a stitch on the Long Play handle was out of place or rather not in line. As he was on reservist for 3 weeks in August 08, we could not send the bag for repair any earlier than his return on the 4th week of August 08.
We brought back the Long Play bag to your Isetan outlet on 28 August 08 for repair service. We requested to re-do the stitches.
As we do not know who the person is in charged of repair service, hence we waited patiently for someone from Loewe to advise us on the repair status. After waiting for weeks, we hear no news from anyone of you.
We were at Isetan Shaw for its private sale on 25 September 08 and we went to your boutique to browse. Again, Ms Imelda was serving us. That night, we bought another 2 Loewe bags. As we were at your boutique near the closing hour, we managed to speak to Ms Imelda with regards to the Long Play bag that was sent for repair about a month back. We were really very concern over the repair status.
Ms Imelda was very professional over this issue and promised to do a check and will revert to us on the repair status. The next day, 26 September 08, Ms Imelda called me on my mobile. She politely advised that re-stitching couldn’t be done.
As much as we were thankful to Ms Imelda who took her initiative to follow up for us, we were very disappointed with the reply as Loewe took 1 month to revert on an impossible mission. This is very unprofessional and unacceptable.
I went to collect back my partner’s Long Play bag on Sunday, 28 September 08 from your Isetan outlet. Fortunately it was Ms Imelda on duty. She apologized, explained and advised that the Company is ordering in ‘spare’ part and would change the whole piece of leather for the handle and by doing so, our problem would be resolved. My question is why isn’t the spare part being ordered earlier? Why do we have to wait 1 month for nothing done and continue to wait longer for the spare part? How can Loewe justify the long wait with our precious time?
As there wasn’t any confirmed date as in when the spare part will be in, I requested to collect the bag first and have your staff to contact us once the spare part arrived. 2 days later while my partner was going through the details of his Long play bag which apparently sits with Loewe for the past 1 month & to his surprise, he found a spot where the leather peeled. We are very sure that the peel wasn’t there before we sent the bag back to your boutique for repair service. The point now is that the bag was used less than 5 times & was returned to Loewe for repair and it stays with Loewe for the past 1 month.
Richard, very honestly, as much as we would like to give the benefit of doubts, we really questioned what your service people did to the bag during the 1 month transition period.
We seek your immediately attention to investigate this matter.
We regret to inform you that we have wasted enough time with Loewe hence we are no longer interested with any explanation. We would prefer going straight to the point for appropriate compensation from Loewe.
To help you with the investigation, please find below my partner’s details which might be useful.
VIP Name : Mohamed Shafiq
VIP Code : 06xxxxxxxxxx
We are ready to bring down the Long Play bag for your verification.
Please note that I can be reached at 9xxx xxxx or you may also contact Shafiq, my partner at 9xxx xxxx.
I have cc Shafiq in this email.
We look forward to your reply.
Thank you.
Regards,
Sal Tan
posted by sal's at
23:06
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