I recently visited your Markham store in the Easter Cape-Uitenhage Caledon Street, where I wanted to return a denim bucket hat.
On the day I made the purchased I couldn't locate a mirror in the store to see how it fits and as I understood it I could return the item if I didn't like the fit, with in 30days.
Today when I was in store I was interrogated as what my reasons were for wanting to return the hat by the cashier "Yolanda". Now, as saw it, it seemed like she was coaching/ training a new team member on how to operate the till. I made this conclusion by her gesturing to me to move to the one side of the till area, Non verbally.
I'm am not happy with the tone she took when asking me " why are you returning it when you saw what it looked like". I asked her if I was wrong for wanting to return the hat and she just ignored me and I asked her twice until the lady she was showing how to operate the till said she should respond wich she did not.
She needed authorization to complicated the transaction and I was equally let down by the elderly woman who I assumed to be the Supper visor or store manager also asking the same question in a equally sarcastic tone.
Now a few things things stuck out to me on this interaction.
1. Firstly greeting a customer I would think would be a polite thing to do.
2. Indicating to them to please move to a particular till point so that you may help them would be polite.
3. Asking a customer as to why they are returning the item, I am sure for data purposes or product quantity issues is reasonable, but the "how" its done is important.
4. The senior team member didn't see anything wrong with asking the same question in a equally undermining and degrading tone.
5. Is this what the new team member is to learn and is this the culture of Markhams customer service?
The day I went to purchase the hat and other items there was a similar customer interaction in that store.
Now In this competitive retail environment is this the type of treatment customers are to expect from this retailer?
Is this kind of treatment normal?
Or am I just a victim because I seemed unimportant?
Incident date: 6 April 2022
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