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| - On July 6, 2014 I visited Michael Kors at the Toronto Premium Outlets. Upon entry, we were told that the store only accepted cash as their debit/credit machines were down. With only a mindset to browse, I was happy to have found a dress and had enough cash to purchase it. The dress included a leather belt but to my luck, the representative forgot to include it when wrapping the dress. Only realizing that the belt was missing upon returning home, I called the store back and was told that the only thing they could do was to put the belt on hold until I could return.
The first representative must not have realized that some people travelled far to visit the outlets and assumed I could pick up the belt the next day. After learning that I lived an hour's drive away, she made me feel like she was "doing me a favour" by leaving the belt on hold until I had the time to travel back. "The belt is yours, we'll hold it for you for as long as you want" was the comment she made to me in her condescending tone which I would never forget. Having some retail experience, I knew that stores would often ship clothing to sister locations, whether for internal reasons or under the requests of customers. I asked if this was an option and was told that such option did not exist. Never acknowledging that it was the store's mistake, the call ended with me feeling cheated and hoped to then ask my husband to drive me to the outlet the following weekend.
After thinking about my first experience, I was more convinced that this DID NOT MAKE SENSE. Learning that I would not be able to visit the store the following weekend, I made a second call. The second representative was much more re-assuring, acknowledged that it was the store's error and that she would try to rectify it. She then mentioned that the store DID SHIP TO OTHER LOCATIONS but she preferred that I called back when her manager was on duty to override the shipping charges to be paid by the store rather than myself. More hopeful, I waited for the right times provided by the representative to call back when the manager was on duty.
My third call was July 15, 2014. Reached the manager who turned my hopes upside down. Firstly, she did not sound confident that the belt was even still in the store and it was only that I insisted to wait on the phone for her to search that she finally located it. Secondly, I was then informed that such SHIPPING SERVICE DID NOT EXIST and the verbiage used was more in line with the first representative - that the only thing they could do was hold the belt until I could make my way back. More frustrated than ever, I made it clear to her that it was an error made by the store and this so-called "shipping service" was not what I was asking for. I wanted a solution - ship the damn belt to a sister location and I will go out of my way to pick it up! Apologizing and offering proper training to her employees did not solve my problem (that might be something that I would want to hear AFTER I got the belt). Taking down my phone number and address, the manager then offered to check with her "head office" to obtain approval to fulfill my shipping request. Finally, after ten minutes of frustration, the manager had revealed that there actually might be a solution. Probing more about this "shipping service", the one to five business days window would require a signature upon receipt and the manager could not understand why I insisted the belt to be shipped to a store rather than my home. Because I am part of the working population and won't be able to wait one to five business days at home to sign for the belt maybe? Regardless, this option was still not yet confirmed as she offered to call back during her next shift, Thursday July 17, to provide me with an answer on whether this request was "approved by head office". Further testing my patience, I have decided to wait until hearing back from this manager with my "solution" as my interactions with the past three representatives have now become somehow comical to me.
I have never purchased anything from Michael Kors before and after this experience, I never will again. I cannot understand how this brand earned any reputation at all with a lack of ownership, communication, professionalism and all the skills/service any customer would think a store of Michael Kor's caliber would have. Doubt that this note will achieve anything other than serving as an outlet for my anger and frustration but I can assure you that I will do all I can to tell my friends and family of this experience, starting with posting this on the internet.
By the way, I tried to send this as an email to Michael Kors through website and received only error messages.
Frustrated and still have not received a solution.
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