Yes, I am back on ranting about Massimo Dutti again!! So as
you all know, I apparently pull up my trousers the 'wrong' way which led to a
relatively new pair of trousers to rip on the side. When going to the store to
return/exchange them the store manager told me that I had 'pulled' them up the
wrong way and as I had used the trousers (well,
hello!) I was not eligible to a refund or an exchange. I would say I was
not a happy customer leaving the store as I have never heard that there is a
special way in pulling up trousers..where is the instruction book pleeeease!!
After multiple stalking on their FB site (friends…you know my stalking mode!), I
finally got an email to their Contact email explaining that I disagreed with
the assessment of the store manager. Provided a nice explanation with photos of
the trousers and receipt (yes I know…was
in that mood)
. Their response to my email was – ‘to check with the store
I then went back to FB site who then gave me a telephone
number which ofcourse I called. Their response was that it was also up to the
store manager to make the call.
So, now I am even more frustrated as yes, it is only a pair
of trousers however, I don´t believe you can treat customers like that and I
truly believe in customer service. When you buy a product, you not only buy the
item but also the whole package -how you will be treated in the store and if it
is flawed. So…as the Massimo Dutti package is flawed, I will never buy from
them again and suggest to all of you never to do so as well.
I would usually never put something up like this but I
seem to have reached a wall in their communications machinery. And finally, if
you already own a pair of Massimo Dutti trousers...don´t forget to pull them up
the 'right' way...