Solitary chicken - need advice

[Valkyrie]

I feel the need to write a complaint to John Lewis and this is what I've done so far. I'm not exactly happy with it, I feel I'm being long winded. Anyone out there able to help me tweak this to make me feel a bit more competent than I am? Actually re-reading this here I think it's rubbish so far!

 

Dear Sir/Madam.

I was in the High Wycombe branch of John Lewis on Friday. My husband was purchasing clothing. I thought I'd have a look at the curtain fabrics seeing as we are refurbishing our home and I was looking at the Colefax and Fowler range when my husband decided to call upon assistance with regard the made to measure service. I had no particular need at that time for assistance, I was just looking at colours and styles, photographing my particular likes on my mobile. I wasn't interested in cost. The middle aged woman said did I realise I was looking at the expensive range and perhaps I'd like to consider Sandersons which was more middle of the range. I instantly felt the wish to be somewhere else as the woman was rather condescending. I did say I was only looking for the time being and not ready to order as such. Sadly then it got to a lengthy discussion on what I have at the moment, what sort of fabric was I looking for and what style which was unnecessary having just told her I was just looking to see for myself. If anything all my husband needed to know was how long it would take to order and what measurements did they need as it's been some years since we last had made to measure curtains. My current curtains were made by myself with heavy interlining fabric a long time ago (I did feel uncomfortable with some of the questioning as I felt she was judging me - which she may not have been but after the first comments why should I think otherwise). She did say I'd need about 25 metres - and I said yes, and probably more with regard to pattern repeat. Did I realise that the fabric I was looking at would cost at least £3000 - well I didn't know the price because I hadn't looked, it wasn't an issue and I took offence at the way in which it was said. Actually I was surprised as it was not as "expensive" as I thought. It is not up to her to decide how I spend my money or whether I was able to afford a product. I resent the way she judged me from my appearance - obviously worse than I thought - which then led me to be extremely self conscious. However she has lost a future sale. I will not be buying my fabric from John Lewis. I will get it direct from the manufacture and have them made by someone local. The assistant did end up giving us a leaflet on how to measure and where to measure from. That would have been fine if she just gave my husband that originally. He on the other hand thought she was "helpful". Partially and eventually, yes. Please advise your assistants not to judge a book by it's cover and smirking is not helpful for the company or pleasant for the customer. This is the only time I have ever been made to feel uncomfortable with assistants. I have been a customer for many years now and have only met with the most courteous and pleasant people. Perhaps it was not her intention to be patronising, but it certainly felt that way to me.

I do not think there is anything that you can do in this instance, but I felt the need to air my grievances.

[Cat tails]

I completely understand how you must have felt. I think it's a good letter. To make it feel less long winded, I always keep to the following format in complaints:

 

Two or three sentences why you are writing them.

*enter*

What happened.

*enter*

What you expect is going to happen now.

 

It makes it easier to read and determine for the reader to recognise it's a complaint.

I'm curious what they will say.

[soapdragon]

Actually, tho you feel that its long winded, its clear that this is a blow by blow account of what happened and why you feel as you do. If you 'tweak' too much then you may loose the gist of what you had actually wanted to say.

 

Sounds like the bottom line is that this woman was a patronising milk producer which is very unusual for JL as their customer service is usually second to none. I met a lovely checkout lady in Waitrose Henley last Monday..you know who you are!

 

Do let us know what the upshot is

[Daphne]

I'm with Soapdragon on this one

 

I had a go, but I've only made minor tweaks as I think it reads like a really personal, and therefore truthful, complaint. I spend part of my life sense-checking and editing reports (often written by non-native speakers) and I always like to keep the original author's voice in there, and not make everything succinct and therefore often bland. I also think you are trying to make a point, rather than having a mega rant about a more serious issue for complaint - in the latter case I think you would have been more direct. So I could have cut it a lot more, but I like it just the way it is I also like the self-deprecating humour The main thing I did was to close the letter in a different way, so there is some point to it rather than you just letting off steam. I can really see this as a role play exercise

 

Dear Sir/Madam,

 

I was in the High Wycombe branch of John Lewis on Friday. My husband was purchasing clothing. I thought I'd have a look at the curtain fabrics. I was looking at the Colefax and Fowler range when my husband decided to call for some assistance with regard to the made to measure service. I had no particular need at that time for assistance, I was just looking at colours and styles, and photographing my particular likes on my mobile.

The middle aged saleswoman asked if I realised I was looking at the expensive range and perhaps I'd like to consider Sandersons which was more middle of the range. I instantly felt the wish to be somewhere else as the woman was rather condescending. I did say I was only looking for the time being and not ready to order as such. Sadly we then had a lengthy discussion on what I have at the moment, what sort of fabric was I looking for and in which style. This was all unnecessary, all my husband needed to know was how long it would take to order and what measurements did they need as it's been some years since we last had made to measure curtains.

The saleswoman said I'd need about 25 metres - and I said yes, and probably more with regard to pattern repeat. She then asked if I realised that the fabric I was looking at would cost at least £3000. Well I didn't know the price because I hadn't looked, but I took offence at the way in which it was said. Actually I was surprised as it was not as expensive as I thought.

I felt she judged me from my appearance - obviously worse than I thought - which then led me to be extremely self conscious. Whatever her motivations, the way I felt I was treated means that she has lost a future sale. I will not be buying my fabric from John Lewis. I have been a customer for many years now and have only met with the most courteous and pleasant people so I was surprised at this experience. Perhaps it was not her intention to be patronising, but it certainly felt that way to me.

I do not think that there is anything that you can do in this instance, but I felt the need to air my grievances. However, in the interests of continuous improvement, I would be pleased to think that in future you might include this sort of scenario in your customer training to achieve a better outcome for yourselves and your customers.

 

Yours faithfully,

[Guest]

It could be the assistant had spent a long time with customers on other occasions doing a detailed costing only for customer to fall down in a dead faint at the price so she wanted to pre warn you of the costs. She may also have wanted to save you money and was trying to steer you to a less pricey fabric.

 

Or she could be a snotty so and so or she could have had some bad news/not felt well/been bursting for a wee so was not being her usual self.

[Valkyrie]

Daphne I do like the ending. I wasn't particularly happy with the blunt way I'd written it. And thank you all for reading through and your helpfulness. And thank you for saying it wasn't too bad! I tend to write as I feel and that can be a bit lengthy at times - and repetetive until I read it back and go ooooh that won't do!!!

 

I wonder which Spice girl that was Soapdragon!

 

Yes Mrs B, I agree - she may have been having an off or crossed legs day but no need to pass it on to customers - that's what husbands are for. Ah perhaps she drove him off too! I did think at the time that if her nose went higher in the air then heaven forbid the sprinklers are turned on or she'll drown! She also smirked and caught a laugh when I said I made my own last time.

 

Well hubby did get it in the ear from me - and then from his daughter when I told her what happened. He is notoriously blinkered when it comes to reading people. Especially when his own mother has a dig at me - our children notice but he doesn't!

 

I did tell her at the beginning that I was only looking for the time being. Unfortunately with these things I can never think of anything to say at the time and just look for an escape!

 

But at least I know the worst case scenario as to costings! As we are not going to be spending years here it makes sense not to fork out for something that probably won't fit in the next house - that's when I'll be letting the moths out of hubby's wallet! So Dunelm Mill it is then!

[chickencam]

I once had cause to complain about an assistant who served me at the click and collect counter at Christmas. I got a very dismissive reply and was disappointed with their response.

 

I fully understand your grievance, I have been treated in a similar way when buying an expensive item, not at JL though.

[The Dogmother]

That would have seemed rude to me too.

 

She could have provided a much better service, and appeared more interested if she'd asked you a few basic questions first... one being about budget.

 

I had a similar experience in a previous job... judged by my (rather scruffy) appearance, so I asked to speak to the manager, and ended up spending (on behalf of the boss) £25,000! That showed the original assistant!

[Space Chick]

I went into a Vauxhall garage looking at brand new cars, wearing track suit bottoms and a T shirt on a Sat morning. The assistant was very rude. I left. I returned a few weeks later in my brand new Astra in a business suit with a whole "this is what you could have one" attitude to the assistant that had misjudged me

 

Don't know what to suggest for the complaint, other than to try and break the writing up if you are emailing it. One large paragraph is far harder to read that it broken up into short paragraphs.

[Cat tails]

I always think that I'm not a smug person, who will flaunt his or her university degree. (At least I hope so )

But I hate it when are trying desperately to convince me of things I know are wrong... Had a lady on the phone who was trying to convince me that some solvent was completely harmless. I took the liberty to look up the medical fact sheet and read it to her.

[Valkyrie]

Chatting to my neighbour, she had a similar experience to Space Chick. She was looking at the brand new VW sporty Polo (or it might have been a Golf) and the salesman said that she might be better off looking at second hand cars. She bought the top of the range version at a different place with a very good discount and brand new. She drove it to the forecourt and saw the salesman. She told him that he lost out on his commission because he made a very, very big mistake in judging her and strolled back to the car and drove off. Can't really do that with fabric.

 

Yes, will do breaks definitely.

 

Yup, as for cars I know my engine. I used to fix up my old cars (not now) so I can tell when it's not running and usually what is causing the problem. I really hate it when they only listen to my husband and ignore me. Even when we were first married I fixed the cars - he had no idea (and let him loose on any car and eek worse than it started!)

[gavclojak]

I went to look at an "evoke" the salesment went into overdive about blah blah blah then said " it's a nice entry level Range Rover" I was seething! Entry level.....ENTRY LEVEL.....I don't do entry level anything.

 

I didn't buy the evoke and called the manager a few days later, I didn't mention the salesmans name but thought during the next staff meeting they should discuss it.

[Cat tails]

This reminds me of something that happened to me once (don't know why... Cars, men and things discussed I guess)

 

I was visiting a garden centre and in the parking lot a man was urinating in the bushes next to a company car! He must have been too lazy to walk in and just use the loo. It was a very busy car park with lots of people around. I took a picture of the man and his car and sent it to the company, asking them if this was how they expected their employees to act.

 

Got a very nice email back explaining this was the husband of their employee and they weren't pleased with his conduct. Also company cars weren't meant for trips to the garden centre on a Sunday. They discussed the matter with her in a board meeting and decidede to take away her car rights for a month!

[gavclojak]

Oh now that is just plain wrong...woman and kids would have been around!!! Good response from the company though, can you imagine how embaressed the woman must have been to be told her husband was flashing himself all over the hardy perennials

[Cinnamon]

You need to pull a 'Pretty Woman' on this patronising person.........................go back, glammed up, hands & arms laden with shopping bags & say 'Big mistake....HUGE mistake'

 

Seriously though, JL will take a pretty dim view on her behaviour, as well they should. Did you get a name? If not maybe add a brief description & suggest that some re training might be in order?

[Valkyrie]

Nope, sadly didn't look at her name - she did give me the impression that she was in charge. She also was wearing a grey suit (skirt not trousers).

 

But I have sent the letter off - swapped more expensive than I thought to "than I anticipated" as there was another "thought" appearing soon after. I have only had the initial we are dealing with it response.

 

Such a shame really as I have only met with the most lovely bods in there. Keen and very helpful. I wonder if it was one of those people that come in from time to time to represent a company. Bet she was with Sandersons then!

[Valkyrie]

I wonder if there was a hosepipe ban at the garden centre and he was helping out. Perhaps a fox problem?

[WitchHazel]

It's hard to get the balance right between giving a detailed and accurate account of what happened, and making it concise enough to ensure the recipient reads it properly.

 

Building on Daphne's version, I would suggest you take out a couple of small bits which are perhaps a bit extraneous. I've changed these to white text. The bits I've added are in bold.

 

 

Dear Sir/Madam,

 

I was in the High Wycombe branch of John Lewis on Friday. Whilstmy husband was purchasing clothing, I thought I'd have a look at the curtain fabrics. I was looking at the Colefax and Fowler range when my husband decided to call for some assistance with regard to the made to measure service. I had no particular need at that time for assistance, I was just looking at colours and styles, and photographing my particular likes on my mobile.

 

The middle aged saleswoman asked if I realised I was looking at the expensive range and perhaps I'd like to consider Sandersons which was more middle of the range. I instantly felt the wish to be somewhere else as I felt the woman was rather condescending. I did say I was only looking for the time being and not ready to order as such. Sadly Somehow we then had a lengthy discussion on what I have at the moment, what sort of fabric was I looking for and in which style. This was all unnecessary, all my husband Ineeded to know was how long it would take to order and what measurements did they need as it's been some years since we last had made to measure curtains.

 

The saleswoman said I'd need about 25 metres - and I said yes, and probably more with regard to pattern repeat. She then asked if I realised that the fabric I was looking at would cost at least £3000. Well I didn't know the price because I hadn't looked, but I took offence at the way in which it was said. Actually I was surprised as it was not as expensive as I thought.

 

I appreciate that she might have had the best of intentions, butI felt she judged me from my appearance - obviously worse than I thought - which then led me to be extremely self conscious. Whatever her motivations, the way I felt I was treated means that she has lost a future sale. I will not be buying my fabric from John Lewis. I have been a customer for many years now and have only met with the most courteous and pleasant people so I was surprised at this experience. Perhaps it was not her intention to be patronising, but it certainly felt that way to me.

 

I do not think that there is anything that you can do in this instance, but I felt the need to air my grievances. let you know how upset this episode made me feel. However, in the interests of continuous improvement, I would be pleased to think that in future you might include this sort of scenario in your customer training to achieve a better outcome for yourselves and your customers.

 

Yours faithfully,

[Valkyrie]

Thankies WitchHazel - I pipped you to the post - already done it.

Much appreciated everyone's input and tweaked it to pretty much Daphne's version. With the spaces! So now I wait for the proper response.

[Cat tails]

I wonder if there was a hosepipe ban at the garden centre and he was helping out. Perhaps a fox problem?

 

[Valkyrie]

I have just received this so far. Obviously it isn't going to be a problem as the customer was quite doolally and a time-waster - or it was Mrs Wozzuntme. However she could have kept it brief and not go into specifics.

 

Dear Kerry,

 

Thank you for your email regarding your recent experience in John Lewis High Wycombe.

 

I am disappointed to learn about your experience in our High Wycombe store. I have passed your information over to our High Wycombe branch and my colleague will investigate this matter and be in contact with you soon.

 

If you require any further information, please do not hesitate to contact me,

 

Kind regards,

 

 

John Lewis.com

[soapdragon]

I havn't ventured down the M40 to JL for absolutley ages...I usually go in the opposite direction to Bicester Village Apparently JL now do clothes there so may pop in tho not, of course, to the fabric dept!!!

 

Valkyrie....you must live somewhere near to us which reminds me that we are overdue a Get Togther as there seem to be a fair few in Oxfordshire and close by. Anyone interested.....suggest JL cafe ?? We could then all wander down to the fabrics dept and give the old bat a hard time en masse!!!! That'll teach her to mess with Omleteers

[Guest]

I am so scruffy that sales people think I am an eccentric millionaire So sometime being scruffy pays off.

 

I remember my ex (boo hiss) viewing a sports car once at an exclusive dealership, clearly the sales peeps could tell I was bored so drove me over to a nearby tea room in a vintage rolls they had for sale while ex was browsing then ex picked me up after test driving the sports car.

 

Ex did buy the sports car and the dealership gave me a massive bouquet for allowing him to make up his mind in peace.

[Valkyrie]

Brilliant result Mrs B! Even with a boo hiss you had a treat out without him!

 

Soapy I'm in Hook in Hampshire so we go up to the M4 and drive a couple of junctions east and then up the Marlow road. But not a million miles away - I do a fair bit of driving mainly because I enjoy it. Last time I tried Bicester Village I couldn't park! I think that must have been early last year.

[soapdragon]

The trick to an all out raid on Bicester Village is to get there about 15 mins before they actually open and pop into Carluccio's for a coffee to set you up for the morning! I park right at the front opposite the cash points. Sorry, gone a bit off thread!