justridiculous
Distinguished Member
- Joined
- Jan 16, 2015
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Sure, I’m happy to provide more detail on my experience.
I was really excited to try Bryceland’s. On my first two visits, I left with a couple of chore jackets, a bandana and some accessories. There’d been a mix up with collecting one of the chores, which was a pain as it was a wasted journey of over two hours but the team there were very gracious.
It was my third visit that things didn’t go well. I went there with a close friend to collect a half-zip chambray shirt that I ordered online.
Upon trying the shirt, it was clear that it didn’t suit me or fit me at all well. The staff member assisting us insisted that it looked great. It really didn’t. And so I asked if I could simply not take it home and get a refund. I was offered an exchange. This less than straightforward policy led me to feel compelled to choose something else. I tried on a few things, each time being told that they looked perfect, as they should, and that it really suited me etc. I left with a linen cabana shirt. Wholly impractical for the season and not really, ‘me’ (as I soon realised).
My friend commented on how pushy the staff seemed. Being disingenuous about fit when I was trying things that didn't fit well at all but was told that they did, and also guiding me towards a purchase that was not only stylistically unsuitable but also impractical given the time of year.
Reflecting on my experience at home, I decided to email the team and explain how I felt. I was given a credit note for the cabana (they themselves noted how difficult it would be to sell to someone else given that it was autumn).
My experience taught me several things. Firstly that it’s crucial for sales staff to balance being helpful and honest (and building a relationship with a customer) with the need to make a sale. They should ideally guide customers towards purchases that are not only stylistically suitable but also practical. Otherwise, customers can feel discomfort and it can lead to regrettable purchases.
Secondly, a more flexible, open return policy (when not abused of course) enhances a shopping experience and helps to build trust in a brand.
Thirdly, my initial positive feelings about the brand and significant expenditure during my first two visits set a certain level of expectation for customer service. I really wanted to build a relationship with them as I have with other stores. They showed little interest in genuinely building a relationship with me. Despite me already spending some pretty good money with them.
Fourthly, and probably most importantly, standing your ground, trusting your own judgment about what suits you and personal-decision making are paramount. But Bryceland's was a new brand to me and I was relying, in some ways, on the team there to show me around.
I feel sad about my experience because I know how different it can be. I know that I can rely on the team at Anderson, Drake’s and others to be really honest with me. To help guide me. I’ve built up good relationships with them and am deeply loyal as a result.
When brands get it right, when they show an interest in who you are, your style, when they're honest with you and open and genuine - it can be transformative. I love Drake's customer service and the team there. And, because they've taken me on this journey with the brand, almost everything I buy is now from them. Because I trust them. They're brilliant.
The way I imagine this going down is the stereotype of Brits being overly polite.
Justin: "I don't think I like how this looks on me."
Bryceland's SA: "Sure you do, it looks great."
Justin: "Oh, okay then. I suppose I'll take it."
