Worst customer service. Don't bother going to this store- go to the one just a block or two away.
I brought my fountain pen in here for a change of nibs during my lunch break. Firstly, they greeted me as if I was interrupting their break, despite the fact that the store was empty. There were about three staff. One approached me with a strange / puzzled expression, like I had something on my face. The other two staff stopped midway their chat and looked at me with a perplexed expression too. As soon I explained that the reason for my visit, the other two looked away indifferently and almost rolled their eyes. I'm guessing that perhaps it was because I wasn't purchasing something immediately? Anyway, i presented my pen and the lady 'assisting' me, took my one thousand dollar piston fill fountain pen to proceed to stare blankly at it then started to fiddle around with it, twisting the top of the pen. I politely asked her not to twist the finial. And as if I offended her, responded with a 'why' and I had to explain that that releases ink. There were no apologies, instead I received another death stare. I was fuming inside but decided to hold it in. I was insulted and offended by the whole experience at this point but was determined not to stoop to their level. The other two staff were only a earshot away but carried on their casual chat. Only When this staff then asked for the others' help, did one of them come over to seemingly equally unhappily assist. When they asked me to leave my pen behind after I filled in my details, I asked if I would have any receipt or document showing that I left my pen behind and the reply was 'you can take a picture if you want'. Montblanc, I like your products but your staff at this store will kill your business.
Despite all the above, I really wanted to get the limited edition ink. However, I was advised that I could only purchase as part of a pen set. I reconfirmed, and they assured me that was the case. I did not end up purchasing it of course. The very next day, I had to go to a monblanc store again to buy refills for another pen and of course finding out that another one was very nearby, when to that instead. The difference was astounding. Bright cheerful (normal!) greeting, great service and guess what, the limited edition ink was available to purchase separately. I mentioned that this wasn't available to purchase separately in the other store and the sales assistant was surprised too. I bet he would have been more surprised if I told him the horrible horrible horrible experience I had in the other store! Well done to the Castlereagh boutique! read more
