I visited this store in Edinburgh yesterday 2nd May 2017. And in the past I have purchased running shoes on three seperate occasions over the last few years. Each time I was satisfied with the service, their knowledge, not to mention the friendly manner of the staff.
I have even recommended the store to my clients in the past. As a PTI I am often asked where a decent place is to purchase running shoes and accessories.
Unfortunately this was a very different story. Due to the arrogant, contemptuous attitude of the male manager (who refused to provide his name, when I explained I would like to make a complaint about his insulting remarks and tone toward me).
This was after he implied that I was lying, when I explained that his colleague had agreed to match an online price for trainers. His response (the mystery male manager) was:
'No staff member at this store would tell you that'. Then it was, 'I don't think that someone told you this from here'. And then 'You didn't hear that from anyone in this store'. All expressed with this condescending, superior tone. It was clear he was attempting to belittle me.
After some heated discussion and back and forth backtracking by this anonymous manager, he continued with his disrespectful intimation - as if I was somehow making up a story to acquire discounted shoes. All this, as his staff looked on, and another female manager, who mediated with, 'can you show us some proof that you did indeed receive an email or some proof that you contacted us at least'. I then provided them the log of my mobile calls, which showed I had called them on the previous Fri at 11.09am.
Regardless, the male manager continued with this disgusting, hubristic attitude, whilst (now) attempting to back-pedal, saying, that perhaps what was said was mis-understood by me - not them, but by ME! It was a staggering level of insult and lack of customer service. He clearly believed that his earlier words did not imply that he was calling me a liar and that he somehow felt that an apology wasn't required.
Finally he resorted, in an attempt to dismiss the unprofessional mess he had created in store for all, (customers and staff) to both see and hear, by saying 'please leave the store'. I thought goodness this is the kind of customer service that their website refers to as seen below, I took this from their website:
-'Our teams, both in the shops and online, aim to give you the very best customer experience'-
-'Through exceptional product and customer service, people will run with us 4 life'-
I slept on this overnight, incase I was perhaps caught up in the immediate emotion of the altercation. But no, I'm still incredibly furious, more so infact.
Unfortunately for this store and this annonymous manager, I won't let this just go away. I have an inkling why he decided to treat me the way he did. However, for the moment I will seek some advice before deciding which course of action to take. read more