IMM DANO sucks

Had a sucky encounter at the DANO outlet at IMM and below is the email I sent them regarding it...

Dear Sir/Madam

RE: Rude service at IMM outlet resulting in an unhappy customer

I had a rather bad experience while shopping at the DANO outlet at IMM today and I would like to reflect on this issue.

1) As IMM is situated rather near my house, I have this preference of wearing T-shirt and shorts there to shop and I don’t see a problem in doing so as lots of IMM shoppers do that do. However, when I entered DANO, instead of coming up to me and ask me if I required any assistance, this particular salesgirl came up to me and stared at me like as if I was some freak or something. In addition to it, she gave me this despising stare as I was clad in T-shirt and shorts. After staring for like 5 minutes, she walked away. I felt very insulted by this as no matter what I wear, I’m still a potential customer and I surely do not expect to be treated that way.

2) While I know that it might part of the dress code for staff to apply makeup during work hours, it is sure not a pleasant sight to see your staff doing touch ups in the shop, while squatting behind the counter. Behind the edge of the counter is a large mirror and everyone can actually see what’s going on behind the counter so it’s a pretty ugly sight. I believe that there are toilets in IMM for staff to do their touch ups. Anyway, their makeup were still intact and I didn’t see the need for touch ups.

3) Also, in addition to the second point, I think that your staff should not wear pants that hang low on the waists as I really do not want to see their buttcracks when they squat down to do touch ups.(Remember the mirror?)

4) Your staff were also very rude. Apart from the incident in the first point, this particular staff, Michelle Cheong Yoke Fun, was extremely rude to us. Before my father signed his name on the credit card receipt, he asked to see the original receipt so that he could check the items I bought before transacting. However, she refused to do so by giving the reason that she hasn’t printed out the receipt. If this is so, how am I going to verify whether I’m paying for the right things? She did not even let us see the total amount which was supposed to be reflected on the cash register.

5) Next, after paying for my clothes, which came to a total of $105.60, I caught sight of this small poster that says that if I spend over a $100 in a single receipt, I am entitled to a $5 voucher. Seeing so, I enquired about my $5 voucher. However, she told me that this offer was only valid if I bought $100 worth of regular priced items and since I bought both regular priced and sales items, I wasn’t entitled to this offer. My father then pointed out that the poster did not mention anything about regular priced or sales item so according to anyone’s interpretation, as long as they spend $100 in a single receipt, they can receive a $5 voucher. Michelle Cheong then flatly denied us and told us not to raise our voices, which we did not.

6) We do not need your staff to lecture us when we did not do anything wrong. I then asked to see the manager and it turned out that she was the person-in-charge for the IMM outlet, therefore, I asked for the number of the head office. I spoke to the Operations Mangager, Jason, who agreed to issue me the voucher as I pointed out that it is not my fault that your company did not print your poster accurately. When I returned to get the voucher, Michelle Cheong took out this paper where I had to note down my name and NRIC on and slammed that piece of paper on the table, as if I were the unreasonable customer. Besides that, she did not even bother to apologise.

7) My father was rather unhappy about this and wanted her to apologise for her rather rude behaviour in which she replied, ‘I didn’t do anything wrong. Why should I apologise?’ in a very stuck-up tone and angry face. Well, maybe it’s not her fault that the poster was printed wrongly but I believe that it was her fault for treating us rudely considering that the fault of the mis-printed poster lies with your company. My father then asked for her name so as to lodge a complaint but she refused to. In the end, my sister managed to read her name off her name tag.

8) In addition to my complaint, I would like to comment on the nice apology we received from Mr Jason, the operations manager. He was really nice and polite, unlike the sales ladies in the IMM outlet.

In conclusion, I would like to note that it isn’t the customer’s fault for interpreting the poster in the way I did as the poster did not specify clearly. When this happens, the sales lady should apologise for the error and issue the voucher before informing the main office to rectify the error. However, your staff did not do this at all, which was rather irresponsible of them. Lastly, I hope that the attitude of the staff at IMM would change for the better otherwise your company will lose even more valuable customers in time to come.

Thank you.

Yours faithfully,
Chen Jiahui
mikayo@gmail.com
2nd December 2005