Don't be surprised if this store goes bust; their customer service today was appalling Over the years I have bought many expensive items from this Nottingham store and have always been pleased with the products; but recently I had a problem with one item. Last year, I purchased a Berghaus Gore-Tex jacket for £165, but had not had a chance to wear it. Recently I used it for a couple of days - and the main zip failed, the jacket is still brand new, and still has the labels in the pocket. The zip is clearly faulty. First I spoke to Berghaus’s Customer Services Team who were very helpful and they asked me to return the jacket to the retailer; so they could either offer me a swap, or if not, send it back to Berghaus for the zip to be examined/repaired. Although I did not have the receipt, I expected at least a semi-helpful response from the store. But when I explained the problem - the manageress was very rude, abrupt and walked off; after stating that they would not do anything at all for me; as I could have bought the same jacket anywhere, such as in Millets (who recently closed their nearby store). She claimed that they keep no customer records such as postcodes. Rather than feeling like a valued customer; I felt accused of trying to scam them for a new jacket. £165 is a high ticket item and I expected the jacket to last several years. Too many empty high street stores! – Little wonder after this retail experience. Avoid them and go elsewhere. I am off to ‘Go Outdoors’ next time in Loughborough. (Speaking to Berghaus again now about returning the item direct to them)
04-10-13
Tags:
, Poor Customer Service, Rude
