I’m so pleased to see that you are working hard to revamp your store. You are bringing in some wonderful brands and designers and expanding your petite section to include so many more options. I love that you have many comparable items to larger U.S. retailers such as Nordstrom and Bloomingdale’s. I want to support my local economy and am proud to be able to purchase from Canada’s oldest company. But you make it so darned hard to be a loyal customer!
I was in your store yesterday, Victoria Day. You had several
wonderful sales on for our long weekend and you should have known it would be
very busy. On the entire floor
consisting of ladies wear (regular, plus size and petite sections), footwear,
handbags, jewelry & accessories and cosmetics, you had a total of three
customer service pay stations open and there were no staff on the floor to
assist anyone. It was absolute mayhem.
I would like to say that this was due to the long weekend,
but this is nothing new. I find your store very poorly staffed and the staff I
am able to find often do not know where anything is and are not particularly helpful. Because the store is always so ridiculously
short staffed, the change rooms are bursting to the seams with clothing that
has been left by customers, the racks containing clothing to be returned to the
sales floor are so full that people are just tossing clothes on the floor
underneath the rack and I have often had to wait 20-30 minutes to find a sales
assistant who can unlock the change room area so that I can try on my items.
This was the case yesterday and I finally put my items back and left without
trying them on.
Sadly, I find your online service also lacking. I emailed
customer service over a week ago to indicate that the oxfords I had purchased
the day before had now been discounted by $50 and asked if I would be able to
get a refund for the difference. Not only have not received a refund, I have
not received a single reply to my email.
I want to buy locally. I want to support stores in my area.
But it’s getting tougher and tougher to support you when there are others
willing to take my money and offer me better service. If you want to compete
with “the big guys” then you need to act like them.
Ms. Loyalty Wavering