I'd like to share the distressing experience I had today 10.12.13 at 6.33pm at the Boots store in St Ann's shopping centre, Harrow. I purchased a varnish which I had tried and tested on one nail and was about to leave when I noticed a few more colours, I tried one which I genuinely assumed was a tester (it was grubby). I painted just the one nail and the colour came out clear however in the bottle the colour looked pink so I proceeded to place the varnish down. At this point a Boots advisor approached me and abruptly told me that I would have to purchase the varnish, shocked at her tone I told her I'm not obliged to purchase it and the colour was not what it looked in the bottle. At this point she told me it was common sense not to try varnishes, she was going to fetch the manager and told the security guard to make sure I didn't leave the store. This made me feel like a criminal, as if I'd stolen something, was demeaning and embarrassing. Sushila the store manager (I believe that is her name) came over and said I'd have to purchase the varnish, to which I replied absolutely not as the colour is misleading in the bottle compared to the painted nail. She carried on to explain about hygiene and I told her I understand that but as there is testers for lipsticks and eye pencils I assumed the same went for varnishes. Now surely, it would be a lot more unhygienic to have lipsticks and eye pencils testers than varnishes? At this point she barked "are you finished will you let my speak?" and if I carried on the way I was she would make me pay. The way I was? I was barely allowed to get my point across and as I had a sore throat and lost a lot of my voice I couldn't manage a lot of conversation in the first place! She threatened to ban me from the shop and get me 'removed' but on what grounds? I had a sore throat and couldn't even speak, was being spoken to like dirt infront of my ten year old Sister who at this point looked like she was going to cry. I reiterated to her it looked like a tester and had been trying on many before I purchased the first one, a statement which she ignored. I felt I was being ganged up on, I had the security guard to my right (he seemed like a nice fella and smiled when I jokingly told him he's making sure I don't leave the store only because I tried on a varnish on one finger, when the advisor went get the manager) the manager directly in front of me and her employee on my left. Did this manager have a bad day? Has she even got any managerial experience? Is she on a power trip? I have no idea but what I can say is she lacks people skills, she does not know how to resolve issues fairly, her approach is aggressive, rude and patronising. Upon leaving I informed Sushila I would be making a complaint, she asked for my name, I refused and at which point she barked "because I will forward your name onto customer services as well" shocked at this point I couldn't believe what I was hearing and had no words for her disgusting attitude. I work for one of the most expensive and lucrative brands in the world and would never dream of treating any one of my clients like this. This situation could have been resolved easily if the advisor and manager approached me differently. It was a cheap £4.99 item and I may have paid had they been kinder and explained that they don't do testers for varnishes just make up etc. The commotion they caused was unnecessary. I have never been treated to badly in a store before in my entire life, I shop at Boots as it's my first choice toiletry store but I'll never visit the Harrow branch again and will ensure I tell everyone what a horrifying experience I had there today. I have emailed customer services, I've also tried to call them but they're closed, I will definitely call again first thing tomorrow morning. I cannot believe in this day and age we have people like this working in established stores, I suggest Boots extensively re train the employees involved on customer service (that's if they've even been trained before) and have a lengthy talk with them about their future working for the company and how to resolve issues without having to ruin a customers day and making young girls leave the store near enough in tears.
I'm not looking for free vouchers, money off coupons or free products, I'd appreciate a personal letter of apology from Sushila herself. read more