IF you are looking for great, or even MEDIOCRE customer service, DO NOT SHOP HERE! Whatever happened to the concept of serving the customer and their needs? VERONA by Jeni B needs a refresher!
Recently, my dearest friend came into town on business. We are both busy professional women with little free time, but on this visit we were determined to set aside some time to play! I suggested we visit Tujunga Village (Moorpark St & Tujunga Ave), a quaint little area in Studio City that has become our neighborhood's version of Larchmont Village. Perhaps we'd have lunch at Caioti Pizza Cafe, Vitello's or possibly Aroma (I've lived in the area since Mark opened Aroma as a one-room coffee shop). We would then support the local merchants by shopping in the charming little boutiques that line the block, starting with one of my favorites, "VERONA by Jeni B." I am a long time customer and over the years, have spent thousands on their handbags and shoes. (I know, shame on me!) .
On this occasion, we were greeted by a lovely young woman, and after perusing the store, exchanging pleasantries and sharing some laughs with the sales people, we both found casual tops we liked, made our purchases and were on our way. A couple of days later my friend wore her top, and within hours the sleeve snagged several times. She told me she was unhappy with the quality of the item and I assured her VERONA would make good on her purchase and she should simply return it as soon as possible. She did, or should I say, she TRIED!
This time the pleasantries and smiles were in short order, and the woman who was so friendly and engaging on the day of our purchase was now whistling a different tune. Not only was she unpleasant, but she was unwilling to return my friend's money, unwilling to exchange the merchandise, and unwilling to offer store credit. However, she was willing to add insult to injury by noting (I'm paraphrasing) "...well no one else who purchased this item had any problems." The inference being it was Dr. Smith's carelessness that caused the snags (not the inferior quality of the merchandise). By the way, as she (the saleswoman) was examining the sleeve in question, her nail snagged a thread, but that seemed to be inconsequential. My friend explained that her friend (me) who recommended the store was a long time patron of VERONA. Apparently, that was of little interest to her either.
Needless, to say, I was disappointed that my friend was treated so poorly and asked her to leave the top with me and I would speak to the store manager. Surely, after all these years, a little customer service was warranted. Certainly, they don't expect someone to pay $56.00 ($61.04 w/tax) for an item they could only wear for two (2) hours!
Today, I returned to VERONA with said item in hand, certain this was a misunderstanding and once the circumstances were clarified, the situation would be rectified, and we'd all be on our merry way. I told the very pleasant young woman who made the original sale, my story. She was pleasant, listened politely and in short order turned over my concern to the same woman who spoke to my friend a few day prior. Sigh!
Though I went into the store seeking a mutually beneficial solution, it was soon clear there would be no agreement or compromise. I asked if the store customer service policy was "TOUGH LUCK!" and in essence was told YES! I was told since the item was worn (2 hours) and the store couldn't return the item to the manufacturer; she would not return my friend's money, nor exchange the item for another, nor grant store credit. So again, I say, If you are looking for great, or even MEDIOCRE, customer service, DO NOT SHOP HERE!
I now understand that VERONA has an "NO REFUND, FINAL SALE" Policy (though frankly I never noticed the signage before).
What I DO NOT understand is why they have an "NO FORESIGHT" Policy as well.
I suspect the item cost the store a fraction of what my friend paid after markup. So, the way I see it, to make $40 or so dollars, VERONA chose to lose a long time loyal customer as well as a new client and thousands of dollars in future sales.
The Proverbial "PENNY WISE AND POUND FOOLISH" approach to shopkeeping. People never fail to amaze me!
I'll be sure to share my experience with others.
Happy Thanksgiving 2016!
A little gratitude goes a long way! read more
