Regarding judging a book by its cover. I once read a fascinating comment under some RU-vid video and it went like that: The person that commented under the video said she used to work as an SA at a very luxurious, high-priced jewelry brand. And one day a male customer comes in, covered in mud stains, dirty jeans, unkempt looking. She didn't want to "waste her time" on him but her colleague said "Go" and so she did. This customer was interested in the biggest and most expensive engagement rings the store had - and ended up buying one. She made one of the biggest commissions of her life. And the reason he was so dirty-looking was because he was the owner of a big construction company and that's exactly where he was, before going shopping: On a construction site. And why did the colleague push her to help him? He knew who the customer was and wanted her to learn a valuable lesson. I absolutely loved this comment aka story. And the wisdom behind it.
That could’ve been my husband and me, and we actually did the renovation works in Chanel NBS. I also had another incident with Mr Graff on Sloane Street when his chauffeur aggressively wanted me to move my lorry so his boss didn’t have to walk an extra 5 m. Of course I refused as were loading concrete demolition by barrow and Mr. Graff even smiled at me apologetically as he walked past.
My husband recieved bad service in a local furniture shop, because he was in his work clothes. He ended up buying the furniture he wanted from another store 20km away - they didn't turn their noses up at him! He is an electrician and electrical engineer, for all they knew, he may have been the owner or partner! That shop ended up losing a lot of business, as he's deliberately shoped elsewhere since!
As someone who also works in construction I would never go luxe shopping in work wear! It’s dirty, dusty, we smell of building materials, why would we want to be up close to a sales associate in that instance? It’s not about having the money, it’s about having the respect for other people and their store. When you get home from work dressed like that you head straight for a shower and into clean clothes. You don’t start to make dinner or lounge on the sofa so why on earth would you go shopping in a luxury boutique? Odd folk.
I don't trust that Bethenny Frankel story. I think she was just upset that the doorman didn't recognize her and give her VIP treatment. Lots of people get turned away if they don't have an appointment and it has nothing to do with how you're dressed. Super Dacob released a video about this yesterday and he's also not buying her narrative.
You need to know the full story. She shopped at the same Chanel boutique I shop in all the time and I have a place right down the street from. They have had a tremendous amount of crime, theft and smash and grabs at that boutique as well as the entire Chicago Mag mile area. They only allow a certain amount of people in the store at one time PERIOD unless you have an appointment. EVERYONE has to wait regardless of your shopping status! She’s a narcissist who thinks she has celebrity privilege and got her poor feelings hurt because she had to wait like EVERYONE else! Although I have shopped there for close to 20 years I understand the situation and without my appointment I simply WAIT! Please know the full story before attacking employees for doing there jobs.
@@inae4545 yes, she was let in because there was room for her to be let in. They let you in based on how many clients are in store. You can clearly see the man look inside, seen an available sales associate and let her in. I have been there many times and that how they ALWAYS do it. It has nothing to do with her outfit🙄. She’s an entitled half ass celebrity that feels the rules don’t apply to her. Girl please
Thanks for sharing. I am sure there is more to the story but it did look like the first attempt she wasn't allowed in - not asked to wait but actually turned away - different experience when she was dressed up. x
Hi there - Super Dacob did a great video on this that totally makes a ton of sense to me. As a regular shopper in Chicago, and as a woman of color (Prada and Hermes are in walking distance so I know this part of town), I have to wonder about some of the elements. Yes snobbery is real, but if you know Chicago, there are a lot of dynamics that drive this.
Hi Debz, I once visited a Chanel store in Amsterdam some time ago. The treatment I received was absolutely appauling to say the least. I put a complaint in direct to Chanel. They reviewed the security cameras & my daughter & I were sent a gift each of fragrance. I was my 1st visit to a Chanel boutique, and my last x
Couple of summers ago, I decided on my luxury shopping uniform. White shirt/jeans or black midi dress with a raffia bag. Absolutely no logos which makes it really difficult to profile. Had lovely service since.
There were many people who live in Chicago who actually defended Chanel. That store has been robbed & looted before it was an appointment only store due to the high crime. It was not the way she was dressed. In California so many luxury stores have been robbed & looted so I understand the boutiques only allowing certain number of people in at a time. She made the reel for clicks & the following reel because the first went viral. In this case, we cannot always just blame the store without understanding why the stores are doing this.
I understand that store’s situation BUT there was no reason for the SA to be so rude about it to BF, especially when there was no line & it’s just one customer standing at the door next to their security guard. Even better if they had a visible exterior sign stating “By Appointment Only”. Then no human interaction or politeness is required. 🙄 If an SA is snidely insulting they shouldn’t be called out for it? You can be cautious & stressed & still not be an ***hole.
Love these handbag stories. Glad Nick could help you. My friend who worked in LV office told me the same that the SA profile customers based on the look and the bags they carried. I found customer services in Europe generally not good despite prices cheaper there. I guess too many tourists. Now I love shopping online instead of going to actual stores because I don't want to be influenced by the SA to buy. If SAs treat me well, I find myself hard to say no and many times I have bought things I regretted. Not that the SAs actually pressure me but I gave myself pressure. I guess I don't want to disappoint them when they treated me nicely. 😅
Totally agree! To me the ultimate luxury is shopping from the comfort of my home without the pressure of being profiled and being sold to. I’ll pour my own champagne with chocolates, thanks lol
The best customer service I’ve had is always at Heathrow, I think most people are dressed in comfortable clothing so it’s harder for them to profile you. I also usually let them know straight away I am there to buy ❤
I have always had an amazing experience at Chanel on Bond Street. From the door man to the managers, they are always very polite and friendly. Last time I went in with my daughter and they kept bringing her out chocolates and gave her a goodie bag and I didn’t even buy anything!
Life is too short, to accept bad customer service. I bought 4 designer chairs, at the most prestigious furniture house, in the country. It was an online promotion, limited edition chairs, but the website didn’t work correctly. I asked customer service if I could buy them in store at the online promotion price and was told no. I asked what else I could do, eventually i had to do a money transfer, but didn’t get a receipt, order confirmation nothing, long story short, after 5 store visits, phone call attempts and unsuccessful emails, they ended up, giving me an €280 store credit and €100 worth of luxury chocolate, as they messed with the wrong person!
When I moved back to the country after years in the UK, I brought in a belt buckle to Hermes, to have it published, long story short, they were rude, didn’t have the most basic product knowledge about their own buckle, ignored over 3 months, 3 store visits and calm conversations with the assistant store manager, 10 or more emails, never returned my phone calls, a negative online review, only when I went to HQ in Paris, things were corrected in less then 12 hours, did they go from trying to charge me €100, for the repair, to giving me a brand new buckle and €100 bottle of perfume, as well as an official apology from HQ. Do not expect all clients to put up with none existing customer service!
I hate hearing how awful the service was at Longchamp. you shouldn't have to know someone in high places to be treated with respect. I would not be a forgiving as you are, perhaps a letter to corporate Longchamp would be in order. Often we are treated differently in luxury stores by how we present ourselves. The same thing happens at car dealerships, jewelry stores etc. Unfortunately it is the way of the world. If I am going to be shopping in a luxury store I will often wear my most expensive jewelry and a Chanel or high end bag. We are all deserving of respect and dignity, and it is unfortunate that we sometimes feel that we have to "play" dress up to earn it.
My parents were in retail as a career and I think sometimes the smaller independent stores are what we call Owner Managed businesses so the owner work directly with clients so it is their livelihood - this makes a difference to customer service I think x
I don’t agree with store associates ignoring any customer regardless of how they are dressed. However, I’ve learned that I’m treated absolutely fabulous by both store associates and strangers when out shopping, eating banking etc when I have a put together outfit on with my hair and makeup done. This was a basic life lesson I learned many years ago and never go anywhere to do business unless I am put together. Sadly it’s the world we live in and yes customer service has declined dramatically in all trades the last several years.
When I saw the same post from Bethany I had just come home from Paris. Now, after watching hundreds of RU-vid videos on experiences in Paris at Hermes, Dior, Channel, and Louis Vuitton, so I was so very pleasantly surprised that none of the horror stories about lines and having to have an appointment to purchase anything. I did not expect to purchase a Hermes bag or anything that expensive/precious, but the customer service and reception I received was amazing. Very pleasant, professional and friendly SAs. Oh, I was dressed in jeans, a blouse, and tennis shoes.
Back when I used to work in retail, one of my staffs left a security tag on an item for a customer who had to wear the outfit the next day for a wedding. I took the train travelled an hour to exchange for the customer. 😆
Here in NY there is a lot of crime if you see the videos the majority of the offenders are in street wear I don’t blame the boutiques it is dangerous times
This exact same profiling happened to me in Louis Vuitton when I was living there. I wear jeans, blouse, boots, backpack that day as it was raining. A male came out from the back to help me instead and I purchased two bags from him. Shouldn’t have made a difference how I presented. Money is money. It doesn’t have to be personal.
I definitely think that was horrendous customer service in not answering emails and phone calls Deb. That would make me upset if I needed something also. Unless it was used they should’ve exchanged it via mail and sent you the correct color. Not made you go back to the store. Ive heard that a lot of luxury stores in larger cities won’t let people in without an appt. That’s not the case where i live, but I’ve experienced it when traveling as well. Glad it all worked out for you.
Years ago I went to Berdorf Goodman in NY, I was wearing Gucci crocodile shoes, I noticed all the sales associates were chasing me, trying to to help me, I was a laughing inside me!
Outsourced customer service across the board has been atrocious since the pandemic. Companies hire bodies (or AI/bots) that aren’t empowered to solve any actual issues. They just give them the policies to regurgitate back to the caller which is maddening! They are real people who act like robots because they aren’t trained or given power to offer solutions. SAs are our last hope 😢
I totally agree. I feel the up and down look every time I walk into a luxury store. The other day I went into Ferragamo to see the hug bag. The moment I told the SA it is a wishlist item but I am not ready to buy it today, he just walked away from me. So rude...
That happens on a daily basis where I live. I was once in a D&G counter with my friend. DG light blue intense is my favorite summer scent and my friend asked for fragrance recommendations so we stopped there. There was literally a huge sticker said “Tester” on the bottle and I ask for the test strip. The SA snatched the bottle out of my hand and said that I should have had asked her instead of touching the bottle directly in a really annoyed tone. In every shop and store I’ve been in, if something says Tester that means I’m allowed to try it. You bet I walked away empty handed and never returned. Been buying online ever since. I would stop wearing light blue if i found a better scent for the summer 😂
Karl Lagerfeld is not a luxury brand but my experience there was the best. SA was so hyped when I tried the bag on and it is still my favorite daily casual bag till today. Maybe the excellent experience makes me always feel happy looking at it. And the leather is still in great condition after 3+ years being abused. ❤
I used to feel very intimidated going into store when I was younger - I therefore am not sure if it was intimidating back then or if I was just younger and shy x
To be honest, you shouldn't have used the bag and called them straight away about this mistake. Once you use the bag, it's really difficult to get the return accepted.
I can see both sides: from Lonchamps view, the bag had been used so they weren't going to accept a refund or exchange. From your view, they made the mistake of giving you the wrong colour and weren't responding to phone calls or emails, I would've been frustrated and annoyed too. Customer service is so important! Good customer service has prompted me to buy more bags and bad customer service means I never step foot into that store again.
I fully understand that I had to use the item which causes an issue but I was more annoyed at the lack of communication and then the rude response with no apology etc.
Perhaps sales personnel need to be reminded, we, the customer Aretha ONLY reason they have a job. It's not beneath me to kindly remind them of this fact.
I’m sorry that you had that experience to begin with with Longchamp, so disappointing, especially the lack of support from the brands dedicated Customer Services team, but I am so pleased that the in-store team at Bond Street could resolve !!
Bond Street was amazing - thank you again for your help on this. Customer services were useless and rude. Imagine if I didn't have you to ask for help - I would have been left with no help x
The Longchamp situation is inexcusable imo. What if you didn't know Nick? You are paying a premium for all of these bags. Hard pass. You are such a lovely, forgiving person Deb. It's clear you always want to be fair and understanding but there comes a point when it's simply not okay. As I've gotten older I don't hesitate to walk away. We have countless options and bad treatment is just a nonstarter. That's my 2 cents:). 🥰
Yes I am fair and try to give people the benefit of the doubt however I won't be walked on either. I am lucky Nick could help me but I did recognise that this isn't the case for everyone. The response from customer service was unacceptable and I had no issue telling them that x
My friend and I went into my local Hermes store, where we had an appointment with my SA. We don’t dress to impress, because we don’t care, what people think. My SA knows me and therefore I’m offered stuff like HAC cargo and Birkin 50 bags, without even having to ask. The new girl on the door, was rolling her eyes, at our arrival, but less so when we left with my friends Birkin 35😂
Let’s keep it real. No way in hell, a company would allow this behaviour, from their staff, unless the company requires the staff, to show attitude! It’s a well known fact, that they operate by the “treat them mean, keep them keen” method. And let’s face it, it’s working. People standing in line, to pay top dollar for an item, or to be refused to buy an item. Begging to get on waiting lists, for a Birkin, large flap or Rolex. It works.
I went in to Hermes in Bond Street, carrying a Birkin & dropping a Birkin off to go to the spa, the staff were so incredibly rude & looked me up and down, I felt like because I was a plus size lady I shouldn’t be carrying a Birkin!!!!
So sad to hear that, I order most of my Longchamp online and only bought bags in store twice (when on holiday) as I don't live close to a store. Your story makes me a lot less enthusiastic for the "store experience" 😂 What a shame, I was hoping to take a look at their leather bags in store on the next trip but now I'm not so sure.
Don't let my experience put you off. I think the lessons to learn from my experience are to double check your items before leaving the store and to also get the contact details of the SA so that there is a direct contact if you did have any issues. This way you don't need to contact general customer services x
In all fairness, you did use the bag and got it scuffed. I never had any problems with returning new, never used bags from Longchamp that I've purchased and didn't like.
Completely understand that I had to use it but it wasn’t my error and I’m more annoyed about the lack of apology - a very abrupt response from Longchamp was disappointing x
I think everyone should be treated equally as an important customer . Very sad what happened to Bethany . I was in Chicago with my two children on a business trip with my husband. I called the store ahead of time spoke to a young lady to let her know I’ll be in town with my children. I dressed casually but nice looking like a tourist carried a Longchamp bag . Walked in the store thinking well I’m not going to get good treatment because I have my kids and I just look like a tourist . To my surprise the Hermes young lady was very polite and quite friendly. Her manager gave me a “ side eye” but I was treated very well. She brought out water on a silver tray for my kids . She gave me exclusive treatment. Due to the fact that I was treated so nicely ; I bought several items. As I left the store the manager ( the one who initially gave me the side eye) smiled at me. Overall it was a great experience.
It's wonderful you were lucky enough to have a contact to get this resolved for you, however, Longchamp as a company did not treat you well at all. I wouldn't ever reverse my bad feelings for that brand as a whole, because even though you had a great SA that took care of you, clearly the company has no care for the rest of it's customers. The majority of us are at the mercy of the first scenario, as we do not have friends in high places as it were.
This is very true. Let’s just say customer services knows how I feel about the situation. I am lucky to have found a different route to resolve this but I learned a lesson to check my item before leaving but also I should have asked for the SA contact details in the store in case. X
Always have great customer service in Gucci, any country, regular store or outlet, just great. Also had great online support from Aspinal of London - very quick and helpful. Casablanca, if you will ever read this - very sloooow e-mail response and no help with sizing at all.
I cannot believe the customer service of some of these “ luxury “ stores. I bought a Dior bag online that I turned out not liking. I had to cut the string that attached the strap to the bag in order to try it on with the strap. I did however not remove the paper covering the strap nor cut the other hang tag on the bag. My first return with them and they tried to insinuate I had used the bag. I replied with exactly what I’d done & advised them to maybe ship with strap inside the bag and not attached in a way it couldn’t be tried on. I also said “ I’m a 57 year old woman who doesn’t need to use a handbag & then return it! “ I was so pissed off at the insinuation.
None of this is a surprise. Looks matter and sales people have no time to waste on forever browsers. They need their commissions. Don’t pretend we don’t know this. So, spare me the outrage, this is nothing new. What’s so hard to understand? We all profile.
@@heysaras that’s the risk, but ppl profile because it works most of the time, otherwise no one would do it. The old saying, if it walks like a duck…. Etc.
You’re definitely being generous calling BF a celebrity…Chanel in Manhattan runs hot and cold. You never know how they’ll treat you regardless of how you dress.
I’m watching this straight off the back of Classics With A Quirk latest video on a disappointing experience and can’t help but feel you were in the same position. I’d say you had crap service from Longchamp, not good 🤷🏻♀️. If Nick couldn’t assist you’d be left with a bag you paid good money for but hadn’t asked for and didn’t want, with no other recourse. I always say it’s how they fix problems - but they didn’t - it’s Nick’s SA who obviously thinks well enough of him to do him a favour but the Company itself didn’t give a fat rat’s knacker. Sorry Deb, bee in my bonet because I’ve recently received a bag from Longchamp in France, through FarFetch, that was packaged really crap. I don’t know the Bethany woman but I don’t go luxe shopping in workout wear. I think it’s disrespectful to not be clean and tidy for the people who will be up close or trying things on that don’t belong to you. Go another day, dress nicely, have lunch, make a day of it. It’s Chanel, not the market. Oh I need a stiff drink and a lie down 😂.
The luxury brands should provide better training to their staff regarding customer service. Snobbery is not class…and this seems to often get confused. Luxury stores can be intimidating and providing a welcoming atmosphere goes a long way in encouraging customer loyalty.
This profiling is true whether you're shopping at Chanel or Walmart. SAs judge people on how they look, no matter if it's luxury or not. It's human nature. When I go shopping, I like to look nice. Some people don't care how they look. I work for Walmart, and you should see some of the weirdos that come in there. But I'm nice to them. I'm not an SA, but a digital order filler (personal shopper). (Jan Griffiths).
There are tons of crime and theft going on right now if Chanel chooses to pick and choose who they enter into their store I see absolutely nothing wrong with that.
I wonder how you'd react, if it happened to you. If crime is the issue, Chanel can surely afford security instore. This is about elitism, nothing else. This is why 'luxury' brands are over. Even wealthy people can look like crap.
@@bernitajenkins7581 if I went to the Chanel Boutique with Hair undone no make up on and it sweats I would be damn surprised if they let me in let’s put it that way… I think some of the most wealthiest people in the world dress like that but all I’m saying is, I’m not surprised that Chanel wouldn’t let someone like that in off the streets in this time of day with the crime the way it is
@@Wildunfiltered not necessarily a criminal, but there is a type of person that they want in their establishment especially today. Bethany definitely did not look like a criminal.
@@Wildunfiltered and that’s pretty ignorant of a statement from you so let’s just close all the doors down then if we’re not gonna let people that are dressed well in places because they might be a criminal. Yeah, that makes sense.
