It’s all explained in the below email chain (start from the bottom)….
----- Forwarded Message ----- From: (Gasp staff member) To: (customer’s email) Sent: Tuesday, 1 February 2011 3:52 PM Subject: RE: Formal complaint : 161 Collins Street Store
Dear (name of customer),
Firstly, on behalf of our management team I would like to give you a big thank you for your much appreciated feedback. People like you help us keep a firm hand on the pulse of our stores – so for that Thank you!
Now, to address your complaint.
I have spent my morning having a phone conference with the staff you describe in email – for the record his name is ****. To be quite honest after finishing our conference I was left shocked! Usually staff will completely deny the customer’s version of events until they are utterly blue in the face – But on this occasion, **** substantiated the chain of events with no deviation from yours. What was even more shocking to me was the fact that this is completely out of character for **** to act this way. **** is a long time employee who much loved and respected among her clients.
Anyhow, after I spent some time talking to him he made me aware of a trauma which he was currently undergoing in his male personal life – and staff (like people) have their good day and their bad. I say this with no intention to water down or play down what took place, because at the end of the day you are our customer and if you feel that you have had a bad experience in any way shape or form at the end of the day that is all that really matters to us, whether it were his attitude you did not like, or his choice in perfume.
**** was apologetic that you and your friends were offended and went on to say that by no means did he intend to disrespect you in anyway.He urged me to do something for you “anything” to make it up to you.
I also relayed your email to our head designer, and she was deeply upset at the fact that your friends obviously missed out on purchasing one of our dresses (due to our staff).
Both **** and our designer request that I extend our appreciation by offering you your next transaction at 50% off. Please note that this as one time offer only.
Please call me prior to redeeming this offer, so I can authorise and activate it for you.
Look forward to hearing from you.
PS: If there is anything at all I can do for you in the interim, please contact me direct. Of course, you do not have to go back to same store if you do not want to.
Your present feelings are appreciated however; I do hope that you will not judge us on the basis of this particular experience and that we will have the pleasure of dressing you and your friends once again in a gorgeous frock.
I would appreciate a reply from you either way. I would like to keep it on my record, because sometimes people who have no intention of buying anything from us write fake complaints. Which is fair enough, because our clothing is DEFINITELY not for every, it is designed for a very fashion forward customer.
From: (customer email address) Sent: Monday, 31 January 2011 1:28 PM To:enquiries [at] gaspjeans [dot] com [dot] au Subject: Formal complaint : 161 Collins Street Store
I am writing a formal compliant in relation to our shopping experience at your GASP store at 161 Collins Street, Melbourne, where we were made extremely uncomfortable and very upset by your male sales assistant.
On Sunday the 30th of January 2011, at approximately 4.50pm, my friend and I entered your Collins Street store in search of a dress for a wedding she is going to attend. At the time there was a male and a female sales assistant and a security guard present at the store. As we were looking through the dresses, we were greeted by the male sales assistant and he picked out two dresses for my friend (one navy and one grey) after guessing her size. He then went on to suggest footwear for my friend, also as before, by guessing her size. My friend was happy to oblige and happily went on to try on the two dresses he had suggested even though these dresses are of a style she would not normally wear.
While my friend was trying on the dresses, the male assistant and I were talking and he persistently insisted on having me try on dresses even though I kindly declined multiple times. He was also complaining of being in a ‘shit’ mood and as we were talking he received a personal phone call on his mobile phone and was happily speaking to this person in regards to his plans for after work.
Indeed, while my friend was trying on the dressed he persistently asked her to come out and show him what they look like on, she was not happy with the way the dresses looked on her and thus did not do this and upon exiting the change room, return the articles to him to which he snapped, ‘Don’t shove those in my face!’ My friend took this as a joke and went to return the garments to the display herself. The male sales assistant then went on to suggest more items of clothing for her, to which my friend declined with ‘No, it’s okay’, he then went on to snarl ‘Why do you have to be such a bitch for?’ My friend and I both thought it was a joke and thus laughed along and proceeded to walk out of the store. This is when he added ‘Look at what you’re wearing. Let me find you something to wear so that you can dress good for once in your life!’ We ignored this comment and continued to walk out of the store, to which he then yelled out ‘Fat bitch!’
We exited the store at 5.05pm and were both truly disappointed and very upset with our Sunday shopping experience at your store. His behaviour is absolutely unacceptable for a Collins Street based store or any store for that matter. He was extremely persistent making our shopping experience uncomfortable to begin with and then ultimately extremely rude because he could not make the sale. His comments are unwarranted and uncalled for and severely unacceptable for a business like yours where customer service and experience is of utmost importance.
I would very much appreciate a formal apology from the male sales assistant or from management in relation to the way my friend was treated at the Collins Street GASP store. I hope this incident is not of regular occurrence amongst your business.
Thank you for your time, and I look forward to hearing from you soon.