Making the Customer Whole

I had an experience with a local clothing store where I was beginning to feel that the customer did not matter.  It was starting to feel like the only important thing was their bottom line and their policy.  I received an improved outlook today. That reassured me about this clothing store.

Have a read of the email I sent..

Hello K&G Customer Service:

This email is written because I did not receive a response back from my Twitter concern. On 12/10 I purchased a Stacy Adams Hookup outfit for an event I was attending.  I was kind of in a crunch as the event was on the same day and I needed tailoring on the outfit as well. My total cost came to $124.71 

When I arrived at the event it was discovered by my wife that there was tear in the back of the shirt portion of the clothing. On 12/11 I returned to your store on Morse Rd in Columbus, Ohio  to speak with the sales person to see what could be done to fix the problem. She referred me to your manager who explained to me that this time she would return the item.  So, $75.26 was credited back to my card ( the cost of the outfit.)

 Well, I started thinking. I paid $124.71 to K&G, but I was only given back $75.26.  I thought to myself. I have a loss of $49.45 that I am out of. Now, I do understand that the tailor did her job correctly and that was good. However, I am at a loss because The outfit was refunded due to the fact there was no other size in the store to accommodate me and the K&G stores do not interact across stores where you could offer to locate another shirt in my size.

I wondered why the manager on duty was not more helpful in giving a better experience to me as the customer. While she did offer for me to keep the pants as there was nothing wrong with them, but this was a Hookup item, a coordinate item i.e., the top and bottom matched. I would not have something else to match with it (and the coordinate was what I wanted).  Also, what about the tailoring cost?  While I do understand that alterations are separate from the K&G store (this was explained to me), I did not give my money as a separate transaction. I gave the full $124.71 to K&G. Is it a policy that you have your customers take a loss on items that have defects? I would think that is a quality matter on the part of K&G.  Where when inventory come into your store it is inspected for flaws and if there are flaws then maybe the item would be discounted as some type of irregular item so that your customer  would understand they there may be some type of flaw in the product when they purchase it.

Needless to say I left your store a bit disenchanted because I wondered why wasn’t more done to retain my business.  So, now I have nothing. Yes, I did get a credit for the Stacy Adams Hookup, but I really like the item and I would have wanted to keep it.  However, no consideration was given to allow that to happen. So, I have nothing. I am also out the tailoring cost I paid to have an item tailored for me and now I don’t have it. No option was offered to try an fix the defect or offer an alternative for the tailoring cost.

My other concern was that the manager informed me of what the K&G policy is for returns once they are worn. While I can appreciate her education on the policy. However,  me as the customer  I was not really interested in the policy. I was interested in how K&G was going to make the experience right. I don’t think the manager succeeded in accomplishing this. If you are reading this email, put yourself in the customers position.  Lets say you went to the cleaners to have your favorite article of clothing cleaned and pressed when you arrived to pick up that article of clothing you find that the press had burned a hole in your favorite item. As an act of good business that manager refunded you the cost of your cleaning cost to possibly encourage you to come back and continue to have your items cleaned and pressed. Would you? Would you feel like you received the best experience from that manager who represents that cleaning company?

I would hope that K&G could get this right as I would like to continue shopping at your store.  I have attached a picture of the defect so you can see. I look forward to your response and how you might be able to make this right for a customer who is somewhat disenchanted.

Thank you,
David Beaumont

****************************************

Here is the picture that I sent to them of the flaw.

Making the customer whole

Now, this email I sent was at 1:57 AM

I also went to social media to see if I could get a quicker response, but no such luck. I also searched the internet for email addresses, Twitter handles etc. because it was important that someone heard my voice and I was feeling like no one was.

So, today I received the following email from K&G.

Your K&G Inquiry – Reference #  10646749
To: dbeaum02@yahoo.com

Dear Mr. Beaumont,

Thank you for contacting K&G Fashion Superstores and for sharing your feedback with us.

We strive to provide World Class Service to each and every one of our customers, which includes making sure that our clients are satisfied with the quality of their merchandise. Based on your email, it seems that we have room to improve our standards to ensure a seamless shopping experience for our customers. Please accept our sincerest apologies for the defective garment.
I was able to locate your transaction history and pinpoint the transaction you made on 12/10/2016. To make you whole again, we would be more than happy to issue a refund to you in the amount of $50.00.
We would have to mail a check in the mail to you for the full amount. So that I can get this processed for you, could you please reply to this email with your full mailing address?
I look forward to hearing back from you soon.

Best regards,

Torey
K&G Customer Relations
Call us toll-free at: 1-800-343-3700
http://www.kgstores.com

****************************************

I was overjoyed that they responded. Not because they refunded the remaining portion of my garment cost, but because they acknowledged my concern, they stepped up and became accountable and they showed caring by wanting to make me whole again. That is the way to recover from what could have been a moment of misery as I have read about. This was truly a moment of magic that K&G was able to turn this into.

kg-fashion

I will continue to be a customer of K&G because they are in the business of retaining their customers by making it right when something goes wrong.

Tell me your thoughts on this and please share.

 

 

 

Author: dbeaumont16

Known for delivering outstanding customer support to clients, David Beaumont is a knowledge seeker and results driven visionary who builds relationships with clients and peers by aiding the end-user through training and development tasks. David is a qualified support professional, HDI Certified and holds a Bachelor of Science in Business Administration, Finance from The Ohio State University. He has more than 15 years of experience in customer service, EDI and client support. You can follow him on Twitter @dbeaumont266 or feel free to comment on his blog: https://customerserviceisreal.wordpress.com. You can also connect with him via LinkedIn: https://www.linkedin.com/in/david-beaumont-9299b46/

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