to be disappointed about luxury store customer service?

[yolofish]

My DD1 has just turned 21, so today we went to vv expensive, luxury shop to buy her possibly the 3rd cheapest thing they offer - agreed pressie, actually not too expensive in the scheme of things.

We were both reasonably dressed - possibly more so than the tourists wandering around - yet we were not treated that well. Apparently the system is you give your name at the door - no one asked us that, so we wandered around until I found a sales lady who said she would add our names to the list.

20 mins later we were then served by the most incredibly sullen youth I have ever come across. Absolutely no interest in us - slapped the chosen item on the counter, didn't bother to point out any its features or why it would be so desirable. No kind of "is this a special purchase" or any interest at all actually. The packaging was eventually lovely, and hopefully she will get beautiful emails from the store in question and maybe the odd glossy brochure in the future after we'd filled in all the inevitable details.

I feel mugged!

We still bought it, because she'd set her heart on it, but she was disappointed by the whole experience because of the way we were treated. She loves the present, but the experience was such a bloody disappointment!

I'd complain op.

I expect everyone to be treated very politely and respectfully in high end shops, whether they're spending £50 or £5k.

If a high end shop can't get fucking service right they're doing it wrong.

These brands rely on the smaller shopper to buy their perfume and small leather goods. The smaller shopper supports the brand, couture is a loss leader.

I love Fortnums and Liberty for service. I bought a couple of lovely notebooks in Liberty, partly because the shop assistant was clearly as into pretty stationary as I was. It's really nice to meet someone enthusiastic about the stuff they're selling.

I'm amazed at some of the nasty comments on this thread.

OP I'm sorry that your daughter's experience was spoiled. As others have said, the customer experience should be the same whatever you are spending - who knows what you or your daughter may buy in the future. I get why you are upset.

You're going to think I'm mean...
And I know it's not nice to have the shine reduced on a birthday.
But...
I don't think it's a bad lesson to learn that simply, there isn't anything special about over priced "designer" fashion items.

I have tried on shoes in Clarkes, and I have bought Laboutins in Harvey Nicks (once, stupid price but it was worth it to me as a going away sex present to a forces boyfriend with a specific red sole fetish ).

I don't WANT better service buying the £550 shoes. Because having money doesn't make you a better person worthy of some extra fawning.

I want good service in both. I don't want excessive chit chat.

So - complain if the same service would have been poor in John Lewis. But mind your expectations.

And remember if you can afford a £1000 handbag, you might complain about the sullen youth insulting you if he started gushing about the £150 trinket.

The thing is, your daughter is buying into a brand. The haughty too good for you sullen sales assistant is a thing in some "high end" stores.

If she thinks this purse is somehow better because it costs a lot and has LV printed on it, then she's buying into the same brand that thinks aloof and dismissive is also a thing.

She can learn a lesson from this.

Buy into snobbery and you get snobbery.

I know what you mean OP. I accompanied a friend to Louis Vuitton where she was buying very expensive shoes. We have to virtually beg someone to serve us as they were too busy sullenly standing in a corner or fussing around women with thousands and thousands worth of purchases. I hate those shops and I don't like their products either. Awful materialistic world.

Ha! Just saw your update that it was LV. Unsurprising.

I think it's a good life lesson for your daughter to snap out of materialism and realise it's all shit.

150 is a very cheap lesson.

It does look like the kind of thing you'd buy for £3 in a market though

@AndromedaPerseus - I don't understand the purpose of your picture neither, Louis Vuitton should never be mixed with Michael Kors, please tell me you don't walk around with that on your bag!!

You may be deliberately ignoring my post, OP, but you should make sure you aren't using people's ages as an insult in future.

a retail experience It's enough to turn anyone into a minimalist or even a socialist!

Some of the attitudes here! Wow!

I've worked retail for 15 years. And customer is key. No matter how nice your stuff is you're not going back if you're treated like something I've wiped off my shoe.

Op, yes I'd be disappointed. But I'd let it go and just not go out of my way to use that shop again (if the occasion ever arises again)

And I'll remember that people expect to be treated as lesser humans when they're not splashing hundreds of ££££. Useful life lesson I think......

Because you don't fit the profile to be blunt.
These shops know who has the cash: the international rich from the Middle East, russia and china. Plus a handful of Brits.
They aren't interested in selling to people who are spending less than 1k.
It's a shame but I wouldn't give that type of brand my money. Go to liberty or another nice shop that will treat you well.

Op maybe one day your dd will have the last laugh.

I'm glad your daughter had a lovely 21st birthday.

Dour sales staff whether they are selling a plastic tupperware box or a flashy designer bag should remember they are there to serve customers regardless of the actual cost that day.

A smile enhances a sale and bring your more future sales. A snarl and attitude will not bring more future sales and the reputation of the company slated to other people. Therefore loses.

We've recently experienced great sales from a small store. They have a concession in store 'Up North' where we live that DP used once to buy me a gift and the sales assistant was unhelpful and dour.

My DP used their store in London and had a totally different sales experience - it was a gift for me and he said they were really helpful and guess what - he spends his money with them if getting that type of product. He's not a big spender compared to others but they still sent him a 'freebie' worth about £100 recently as a 'Thank you for being a loyal customer'. I was delighted! Surprisingly we think positive thoughts about them.

Ktown is spot on - they know the profile. I had a bit of shock shopping in the US recently because I am used to getting really good customer service.

I do shop in Harvey Nichols etc. but as a reasonably regular purchaser of low to mid-range stuff for that store. I get fabulous service, but I'm not daft: my local mid / high end stores know I'm not Victoria Beckham but equally that I'm a repeat customer, either because they've dealt with me before or because of what I'm wearing.

When I was shopping in the US, this didn't matter a jot. I could barely get service while the staff jostled to get to groups who obviously fit their target demographic. I was a little surprised but as DH noted - 'you're obviously not local, so even if you spend money, you're not coming back next week'.

It's shitty and good manners cost nothing but it's true. Personally I think it's rather short sighted. Cliches, but the youngster scrimping to buy designer shoes could be a high flying exec in 10 years; the geeky looking hipster could be a tech millionaire etc. Some brands know this and train their staff accordingly, but if you're low paid / on commission I'd imagine it's pretty hard not to look at what's the best move in the short term.

I think maybe the OP was too polite to the SA - the SA in a shop in Mayfair in which I had a similar experience was so busy fawning over Marco Pierre White that she barely had time to snatch my cash and snarl. He, on the other hand, could not have been more unpleasant to her, or more obsequious to me. (He held the door open for me and bowed theatrically while I gave the SA the finger left the store).

YANBU OP but shrug it off and enjoy DD's birthday!

Oh and also - go to Selfridges next time, it's fab.

I went to a Dior counter near me to ask for a foundation sample and was told they didn't give them out. Not only was this not true - I had had one for a different product before from them - but I was told that 'we only give samples to people who are buying something,

My nearest MAC counter dont do samples anymore. What they do is, talk you through the foundations and which colour. Then if you buy it they give you sample and tell you to use the sample for a few days to make sure you like it before opening the product. If you dont and the product is unopen and in the box they will refund or exchange it.

Seems like a win win. They dont get people wanting samples who will never buy it and are taking the piss. And paying customers get to use it for a few days and have the option of returning it.

It can happen to anyone

www.dailymail.co.uk/news/article-2387630/Racist-shop-girl-said-I-afford-24-000-handbag-says-billionaire-Oprah-Winfrey.html

I still want to know what beautiful emails are

Bare Minerals are always lovely.

I expect all the samples are for sale on ebay. Especially the perfume ones. Send a man. DH got no less than six samples once when he bought me a Channel perfume. When I asked another time I got none. Different shop though.

Ah only one 'n' in Chanel. Shows how used I am to luxury

I can tell that you don’t regularly buy luxury items, but the service offered to you was standard for a very small purchase.

Fucking horrible.

OP. All he had to do was be pleasant. It takes effort to be unkind like that. Do complain (to the CEO if you can find their name) I sent an email regarding borderline nasty service at a Clarins counter and got a full sized hand cream with an apology.