Retail Snobbery

I once did a phone survey for Holt Renfrew - I had returned a purchase and about one week later received a call asking me how my shopping experience was. Normally I do not participate in surveys but because the service was so incredibly snob like, I could not help myself, since the reason I returned the item was due to the horrific service I received while in the store.  My anger regarding the way in which the employee treated me ( I was purchasing jeans 20 minutes before the store was to close) motivated me to return them the following day. How dare I try to purchase something while she was attempting to cash out........Hello - there is still twenty minutes of shopping time left honey- needless to say, I was not letting her get the commission off of a $250.00 pair of jeans!

 I have shopped in several high end stores in my life time, Nordtroms, Barneys, Bloomingdales to name a few and all had amazing customer service, but HR is without a doubt the most pretentious retailer I have personally encountered and I am not alone in feeling this way. 

Believe it or not, shopping is not one of my favorite past times - I actually cringe at the thought of having to try things on - if I could order everything online and it come to my door and fit perfectly I would be in retail heaven.  Shoe shopping is easy, kick off one shoe and try on another, all without dropping my venti Starbucks but this having to undress and walk out to the three way mirror is almost more then I can stand - couple that with the "I'm better then you because I work retail" attitude and I'm running for the nearest exit!

How is it, the upper management feel they can get away with this kind of customer service, their answer.......Greeters! Have you seen these women -  I did a double take because I thought I'd made a wrong turn and ended up at the airport.  They look smart enough I suppose and so closely resemble a flight attendant, that I asked one for extra peanuts and a pillow. When I enquired as to why they were there, I was told "to smile and greet the customer"........................because goodness knows the staff can't do that since they are too busy looking down their noses at you.

Holt Renfrew does not have an exclusive on this - there are a few more offenders out there in Calgary that I am going public with - Crabapple Cottage - horrible visual merchandising, crammed racks of clothes coupled with equally poor customer service - (unless you are a repeat customer, then they are all over you), but to the newbie who just arrived at their store post workout  in hopes of finding something quick on the way home- forget about it, I gave up after ten attempts shopping there and yes the owner likes to look down her nose at you there as well! Mirano Shoes in Mount Royal Village Shops - I went in to enquire about a pair of Donald J Pliner boots since I saw they carry his line of fabulous Italian footwear and the woman was so rude to me as she took my information (promising to get back to me regarding if she could source the boot) that my 18 year old son who was with me at the time nearly drop kicked her..........I never did hear back either way from Mirano Shoes if they could bring in the boots. I have one word for you......... ZAPPOS.COM!  

My point is that in this economy retailers should be doing all they can to bring the consumer into their store, and with all the high end shops going into Chinook Center now with the focus on friendly service coupled with the free heated underground parking I wonder how long it will take retailers like Holt Renfrew to realize that  customer service is paramount, for I'd much rather buy a purse at Micheal Kors at Chinook then deal with the business of paying ten dollars to park downtown and be ignored by the staff at Holts.  And that ladies, is where I draw the fine fashion line.