Blue Cross Sale @ Debenhams Online

Mr_Gordon_2

kenmlove wrote: »

I think people forget that employees are only doing what their employers have told them. I am a manager at debenhams oxford street (only for next 2 weeks then I join John Lewis) and have just do what we are told. You would be suprised at the amount of abuse we have to take from customers when we are only doing our job. I have had people bringing used underwear back saying its the wrong size - even had a lad try to return a dirty toilet brush once saying it did no get under the rim etc - next time you start getting angry at shop staff just remember we are only doing what we are told.

I obviously don't count each and every staff member with this. When I say argument I don't raise my voice, just get mildly irritated, infact the person I was dealing with raised theirs much more than I did. I've just found on more than one occasion the interation with the customer could have been vastly improved. The first assistant I dealt with was extremely helpful and seemed to be doing what she was told. Her superviser was unsmiling, slighlty agressive, and was convinced she was correct before I had a chance to explain anything. The duty manager, slightly more hepful, wouldn't make eye contact and again tried to back up what the last one had said before listening to my issue.

On another occasion I was with my friend, a store card holder, who had two printed off/statement vouchers, I forget exactly what for but both could be used together and was clearly stated on the voucher. I was met with "you can't use them both". I queried this, she immediately turned her back on me, spoke to the person next to her, who again refused to interact with me, make any eye contact. All very off putting.

I was a huge fan of Debenhams for many years, spent many hundreds of pounds there, but lately tend to shop else where. Out of interest, John Lewis and House of Fraser.

I run a small business myself, and to be honest if I'd given a response like I've received at times, I wouldn't have any customers. This seems to be one of the main differences with large chain stores, it's much more tolerated.

Wish you well in your new job.

RoyalDad

I do agree that too many of the staff and supervisors can be robot like and can often come across as rude to customers. I have trained my team to think 'common sense' before they start disagreeing with customers are telling them know. So many of them like to stick 100% to 'company policy' even when its stupid or there are other circumstances. I tell my guys to always put themselves into the customers shoes and I am sorry that Debenhams gets this wrong so many times. John Lewis on the other hand seems to do alot better x

VfM4meplse

kenmlove wrote: »

II am sorry that Debenhams gets this wrong so many times. John Lewis on the other hand seems to do alot better x

John Lewis is a good move, they give great customer service. I found Debenhams Oxford St to fall short on many occasions, the staff there are just ignorant and don't seem to give a damn. That's not what retail is about!

Mr_Gordon_2

I always come away from John Lewis feeling appreciated as a customer, looking forward to visiting again. Whether the partnership model encourages this or just the training is better thought out.

Not on an anti-Debenhams crusade by any means, rather like many of their brands. The last couple of Blue Cross sales don't seem to have much new though.

kiorhassan

Mr_Gordon wrote: »

I always come away from John Lewis feeling appreciated as a customer, looking forward to visiting again. Whether the partnership model encourages this or just the training is better thought out.

Not on an anti-Debenhams crusade by any means, rather like many of their brands. The last couple of Blue Cross sales don't seem to have much new though.

John Lewis = good customer service, but 20, 30% more expensive on average compared to other places. If one is prepared to pay extra, then it's a great place to shop. And it's too posh for my liking.

VfM4meplse

kiorhassan wrote: »

John Lewis = good customer service, but 20, 30% more expensive on average compared to other places. If one is prepared to pay extra, then it's a great place to shop. And it's too posh for my liking.

But they have excellent guarantees on electricals, so it's worth buying in the sales.

POPPYOSCAR

VfM4meplse wrote: »

But they have excellent guarantees on electricals, so it's worth buying in the sales.

They(JL) also have some 'very clever staff' who when you tell them something blew the electrics in your house they then proceed to plug it in!!!!!!!!!!!!!!!!!!!

Also not so good on expensive items that should last longer than the guarantee, took letters to HO and quotes from SOGA, amongst other things, to get it sorted out.


Not very impressed by customer service with my experience.

savykate

thanks OP I got a lovely big heart shaped thorntons selection box towards my parents' wedding anniversary for £4.50 with the codes. About to hunt for something cheap that looks expensive for DH's friend's wedding!

thesavvygirl

niceguy15 wrote: »

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You are a VERY VERY "Niceguy", thank you for the codes.:):):)

angel13

Mr_Gordon wrote: »

Did you buy online? I had an argument with three members of staff about returning a pair of shoes which were in the blue cross sale. They have this "policy" if it's over 50% off you only get an exchange/giftcard. This only covers in store purchases though (legally how enforceable this is I'm not sure), not online sales.

Nowhere does it state they apply this policy to online sales. I imagine Distance Selling regulations prevents them from doing so. Anyway, I eventually got my full refund with one of the three still insisting I shouldn't be getting it. Silliness of it all was that she'd given me a refund on a 70% off item the previous week. I now just use the printable Royal Mail labels from their site if I can where I'm refunded in full with no problems, rather than go out of my way to take something back to the store to frequently unhelpful staff.

i bought instore so had to have gift card - never again as i could have ordered same stuff online and got full refund:mad: ridiculous policies - anyone ordering sylvanian families did you get the animal sets - i got school set but not the elephants they said they would arrive separately but they have now sent me an email saying i will not get them and amount has gone back onto gift card so i am really annoyed. plus dont know how to check if amount is really back on gift card:mad::mad::mad: