I would like to make a complaint in regards to the very poor service whch i had received from the Sydney store yesterday. I rang the store early that morning to enquire whether or not a gift that i was given on the Wednsday was able to be exchanged, due to the store being closed i spoke with a lovely young lady from the head office, or something rather, she was able to tell me the exchange policy and explained that it was stated on the back of my receipt. She also helped me out in choosing something that would be more suitable for me so that i knew what i was going to look for when i arrived to the store. The young lady (which i forgot to grab her name) was kind enough to help me get onto the website, and show me all of the particular items that i was interested in. She was fantastic. After speaking with her i was so excited about going into the store due to the fact that the lady i spoke with earlier was so polite and so helpful, to only be disappointed. When i got ino the store i went upstairs, as the young girl stated was where the sterling silver items would be. I looked around and found all the items i wanted to look at... After waiting a VERY long time, due to it being very busy in there which is understandable i was finally served by someone, to only be told that i had to wait a moment before she could attend to me. She went off... I waited and waited, there was someone cleaning the counter, i tried to make eye contact but she completly ignored me... After walking around waiting for this other person to come back to me (by this stage i was getting impatient as i waited for a good 10minutes whilst being ignored by everyone else) i finally went up to the lady cleaning the counter and asked her if she could help me... She looked at me and walked off... I couldnt beleive it. I was patient, i was polite and i wanted to exchange an item and purchase afew other items. I went back down stairs, and asked one of the staff members down there if there was any way that they could help me, seeing that they wernt busy and i was being ignored upstairs to be told "Sorry mame, sterling silver is upstairs, you are just going to have to be patient!" I told him that i had been waiting for 20minutes now for service and he again replied that i had to go upstairs. I went back upstairs and managed to find my way to the customer service center. I spoke with the lady behind the counter. I explained what had happened and what i was after... Monica i beleive her name was as i heard someone from inside the room call out to her... She rolled her eyes and said "This is the customer service center, i cant help you, you will need to wait for one of the sales professionals on the floor to be able to help you with that" before calling the person behind me forward so she could assist him...
In the end i walked out. I have never been treated in such a discusting manner! I am appauled... The service (or should i say lack of) provided in that store was unacceptable. I dont understand, the people in the head office are able to help their customers as much as they can in such a proffessional and friendly matter, which is fantastic, and then you walk in the store to find nobody wants your service!!! What is going on! My husband went back today to return the item and get his money back, and i am terribly sorry but my family and i will never walk into that store again. That is something i would expect to get from Goldmark or some other cheap jewler, but definatley not your store! I will definatley not be buying any of your items that i intended on doing for Christmas, and i have told my husband to never go in there again. They made a very very big mistake. It is our ten year anniversary this December, and i had asked my husband to by me the 5 row celebration ring. HA forget it! Terrible shame!
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