I’ve not used my blog to vent my spleen about bad personal experiences, but sometimes there’s an object lesson for other companies. Here’s the summary:
Yesterday went shopping at David Jones, Australia’s upmarket department store. Their renowned food hall had a sale on Easter chocolates - spend $25 or more and get 20% off all items. When paying the first sales clerk was not aware of the promotion or how to ring up discounted items. The transaction was voided and another sales clerk called in. I questioned why a box of chocolates was not given the discount and was told they were not Easter chocolates.
Now to me, a tin with white rabbits displayed in the Easter section and advertised on-line as part of an Easter range at Hilliers says to me - Easter chocolates. But this saleslady insisted they were NOT part of the promotion. I left the disputed candies, paid and started to leave.
Instead I chose to speak to a Manager and waited a few minutes. Karyn arrived and I explained the situation. She was aghast - and then said she needed to get her manager.
Several minutes later Thomas, Manager at the Food Hall, arrives and begins to explain how a mistake like this could be made. He then asked me what did I want done about it. I asked to return another item - bought in haste to replace the disputed tin - and after finding a register that was open the exchange was rung up. I was presented a bill of $4.00 - the price difference. I left vowing never to return to David Jones.
In the groundbreaking book, “In Search of Excellence”, The Ritz-Carlton Hotel chain is mentioned. Every employee there is empowered to spend up to US$500 without management approval to resolve a client’s dispute. USA department store Nordstrom is so focused on customer service one employee gift-wrapped a package purchased at another store because it was for a client.
Some companies get it, and then there’s David Jones. Here’s what I see went wrong:
- Cashiers were not made aware of in-store promotions and not trained in how to ring them up;
- When customers question why an item is excluded from a promotion, don’t argue - call a manager, offer the discount, get out from behind the register and investigate;
- If you’re called a manager (Karyn) then try to resolve the issue then and there;
- If you’re the manager’s manager (Thomas) then resolve the issue, listen to the customer and don’t defend the previous poor customer service;
- Recognise the customer willing to speak up is a rarity - most leave disenfranchised and unwilling to return. Being able to turn around a negative situation can actually create a more loyal customer.
David Jones failed at every level. I left knowing I will never return. Why do I need to? There are hundreds of competitors and most realise that customer service is going to win them sales.
So I ask - who else feels David Jones has poor customer service?
8 responses so far ↓
john // Mar 19th 2009 at 9:00 pm
You piece is very poorly written and you seem to be over reacting to a very minor situation. People do occasionally make mistakes except maybe a godlike person such as yourself. You seem to be just trying to sell youself with such petty observations. You do not strike me as an overly intelligent person.
I am sure the staff at David Jones agree with me when I say “Wally, it’s time to migrate back to the almighty USA.”
Walter // Mar 20th 2009 at 8:40 am
Thanks John - maybe it does seem an over response. Sorry you didn’t find value and I appreciate your feedback.
Sofahnya Olsen // Aug 2nd 2010 at 3:25 pm
Just recieved the Summer brand book 2010 from David Jones. It would appear that David Jones only caters for the Y generation. I am an attractive, slender youthful 59 year old and all I can see in their summer Launch is young, very young models men/boys and girls/women. These age groups are of course relevant just the same as 30, 40, 50, etc so why don’t they have different aged models in their advertising. They have lost me !
Liz // Oct 25th 2010 at 4:34 pm
After having yet another poor customer service experience this past weekend (not with DJ’s but with a hotel), I was interested to research customer service issues and I came across your website. I used to work in the hotel industry and learned a great deal on how to treat your customers/guests. There are too many explanations/excuses as to why it is what it is and not enough “I’m sorry for the inconvenience this has caused you”. With DJ’s, I have had more than one negative experience and it baffles me why it continues. I’d hate to think what their customer service is like going to be like into the holiday season now that their holiday party is going to be canceled given their funds are being used towards the huge lawsuit. Lots of grumpy employees, I’d imagine!
Dina // Dec 27th 2010 at 2:36 pm
Just purchased a Ping Pong top on sale at David Jones marked from $99.95 down to $44.95 however I was charged at the cash register $59.95. I wanted to make sure I had my facts right so left counter with top, checked docket and returned to staff. I was subsequently told a) the price is right - that what is scanned it correct. b) people switch price tags. I replied but then don’t buy the goods? c) They send in someone else the next day to buy the goods. I had to wait for supervisor. After 5 minutes it was obvious I was going to be ignored because there was no one at the counter so I indicated I was leaving The assistant then tried to take the price off the article. I said to leave it on and she then asked if it was for my husband! I left the store but something was bugging me so I returned and checked the sign which said 40% plus off and prices as marked. So I again approached staff and was told the prices are as marked on the cash register!! I said I felt the sign was misleading and she agreed. So I then said I was going to write a letter of complaint because it was clearly false advertising and she agreed! WHAT THE!! This is not about $14. This is about being firstly accused of a) being a thief, b) having a husband who I have to justify my spending to and c) being a schmuck who David Jones thinks they can walk all over. Well good luck David Jones when you open your new Claremont store because my friends down Peppy Grove way will tromp all over you and your nasty little deceptive practices.
emdi // Jan 4th 2011 at 6:49 pm
I loved “john”’s reply to your blog post! I think he might have been the sales manager at the DJ’s food court!
Today I tried to buy a pair of jeans at DJ’s. After finding the right pair and the right size, I took them up to the counter. They rang up at full price, not the 30% off they should be. I questioned this, of course, and the very grumpy salesman said “oh these aren’t marked down”. I had to take him over and show him that every other pair in the shelf was marked down, and perhaps my pair was missing its mark down sticker.
Long story short, manager was called, explained that the discount was to be applied .. salesman was even more grumpy now. Rang through my order with minimum of courtesy. And you leave wondering “what just happened?, I just spent $$$, got bad service and feel bad for even buying something there.”
I almost went to find his manager to complain, but then I felt he’d lose his job.
Kenneth Baker // Nov 21st 2011 at 10:49 am
Just went to David Jones at Macarthur Square in Campbelltown (21/11/11) and received next to no customer service. Waiting at the central register for 15 mins on the bottom floor to buy a Bunnikins Wedgewood christening present ($63). Yelled out at the top of my voice, ” Hello, anyone?” and like ants out of a nest, four uniformed staff come out of a doorway.
“So sorry to keep you waiting etc etc”. So then I asked, “why can’t you have just one person attending a register on a whole floor?”
Elana then told me, ’she couldn’t be everywhere at once’. I replied, “but all four of you can be in the one storeroom at the same time.”
Next was interesting. She then told me “go upstairs to customer service to complain if you want..” After finding the directions, I went to the third floor and lo and behold; there were six uniformed staff all nattering away in a corner!!
One of the told me, “I can put your complaint in the database if you’d like??” Sums it up really. So dear unemployed Americans, can you please come out here to shake up our DJ service levels in the year of, you guessed it, 2011. Would never own shares in DJ’s. Like shooting yourself in the foot really…..
Dina Dellit // Nov 21st 2011 at 11:13 am
Couldn’t agree more Ken with your comments about American sales staff. They get paid a small retainer plus commission and I have had floor manager in suit follow me holding my purchases doing cartwheels and backflips to keep me happy. This is from NY to South Carolina so probably same all over USA. And asked on leaving store if I got want I came for? Was I happy? Have a lovely day. Thanks for coming … Maybe Julia can bring them in with the marines? Dina.
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