UPDATE: Bobbi Brown management compensates me! Scroll down to read more......
I went to Mid Valley this morning to meet up with Chirlyne to exchange a scratched Bobbi Brown pouch I bought from her.(Thanks Chirl for the exchange!) And I bought another thing from her. I also stopped by the Gardens to buy another Marrakesh palette. They still have quite a few of this and the Montmartre (purplish) palette too. So hurry up if you haven't bought these 2 holiday palettes.
Then we (my little girl and I) went over to Mid Valley side to check out the promotions (Clinique, Kose) going on and I had wanted to buy the new limited edition Bobbi Brown Platinum Pink Shimmer Brick which I lemmed about this morning.
The BAD Bobbi Brown SA experience starts here:
Unfortunately that was not to be. We walked into the Bobbi Brown store which was directly opposite MPH. When we walked in, there was one SA at the cashier serving a customer. That's fine!
Then, another one, big-sized, old-looking one with her hair all tied up into a ponytail was sitting at the back of the store doing makeup - yes, she was doing her own makeup, putting on some 10ins thick of foundation for you know what.... As we walked in, she stared at me and my little girl. And went back to continue putting on her ICI paint. Then I checked out their cream liners/shadows. Still nobody came to greet me or offer any assistance. I looked several times at her and she just stared back through me, no smile, no acknowledgement. Back to her ICI painting again. At one point, I thought she was looking at the wall. At another point, I thought she was actually visually-impaired, that's why cannot see me interested in their products.
After another few minutes, I just left the store and went to the Clinique kiosk (which is directly in front of the stupid store) where they are having skincare promotion. There, the SAs were all so nice, and I spent RM270 just like that in less than 5 minutes. Oh yea, I couldn't afford Bobbi Brown products is it? I am very happy and satisfied with Clinique! Clinique purchases coming up next.
OK, now, I just don't understand why that old-looking SA couldn't stop putting on her ICI paint and come over to ask what I am interested in. I was very much interested to buy the new palette. Then, is it polite to just continue painting her ugly face while the customer is browsing through their products and was looking for a brush to test some products?
If they have double standard, FYI, I was holding an Isetan paper bag in my hand, yea, I shopped in Isetan earlier albeit dressed quite casually, and my little girl was dressed in Gap from top to bottom (not meant to show off). And she thought that I couldn't afford Bobbi Brown is it? That's why ignoring me and kept on painting her ugly face.
I'm writing this specifically on that old SA, not generalising here, as I've met very nice Bobbi Brown SAs at the counter in Isetan the Gardens and at their store in Pavilion KL.
So, to anyone from Bobbi Brown or Suria Meriang (importer of Bobbi Brown) reading this, I hope you will take the appropriate action against this SA. I don't know her name as she was not even wearing a name tag!! But I recognise her face.
On another note, I never had any bad experience with MAC SAs. Everytime I walk into MAC KLCC and in Mid Valley, there's always a SA coming to greet me and offering assistance. And when I don't buy, they'll just say thank you, no sour face. Well, these are from my own experiences, of course.
But at Bobbi Brown, don't talk about sour face, I WAS COMPLETELY IGNORED!!!!
UPDATE (29 April 2009)
Yesterday, I was all angry at the treatment or rather, no treatment, I got from a Bobbi Brown staff at their store in Mid Valley.
Ok, I came home and blogged about the bad experience and my dear friend, Miu, suggested I write to Suria Meriang (importer of Bobbi Brown, Clinique, Estee Lauder and several other brands) to complain. But I took a more drastic step to call Suria Meriang, which turned out to be the right step.
I called the head office not knowing who to speak to. So I told the girl who picked up the phone that I wanted to speak to the person-in-charge of Bobbi Brown regarding a complaint on bad customer service. I was put through to Karina (or Carina, I am not sure of the spelling). She was very nice to speak with. So I told her what exactly happened and she told me that they just had a meeting in the morning discussing about rude staff and poor customer service and that the manager of the store in Mid Valley was also present at that meeting. Haha! What an irony!
Then I described how that person looked like to Karina because I couldn't get her name as she was not wearing a name tag. At first, she thought could it be a customer. But when I described further, she said she had an idea who she was. That person is a part-timer at the MV store.
She also explained that Bobbi Brown does not practise double standard and no matter how small the amount a customer spends at their store, they are always very much appreciated. OK, then I told her, I had not even spent one sen and I was already ignored.
She then sincerely apologised to me and promised to investigate the matter. She also offered to make appointment for a makeover for me to experience the whole Bobbi Brown experience, but this time I said I was not going back to Mid Valley, and proposed their store at Pavilion. She said no problem, she will arrange something for me at my convenience. Well, that was a very good first step to rectify the problem for an angry customer.
A couple hours later, I received a call from Karina again. This time she had spoken to the store manager and told me that the part-timer was not on duty today and wanted me to clarify the date and time I was at their store. And I told her I was there the very same morning between 11am to 12noon. They were baffled at first. But she said she'll investigate further.
An hour after she called me, she called again and this time explained the whole situation and apologised for the 2nd time. Yes, that part-timer was indeed at the store using their products to make up even though she was off-duty. So that was clear indeed she was a staff and I didn't mistake a customer for their staff. Huh. However Carina said it was not right for any of their staff to use their products whether or not they are on duty in public, as in in front of customers and leaving the customers unattended. They could do so in their studio at the back of the store. Oh yeah, when I first called her, she did explain that none of their staff is supposed to put on any makeup at the store. The company requires all staff to come to work with at least minimal make up on and not come to work, then do their make up. So, the part-timer not only ignored me (fine, they could argue that she was off-duty which Karina didn't, of course. I shall rationalise this later.), she even broke the company rule of putting on her own make up in front of the customers.
Finally, Carina thanked me for bringing this matter up to her attention, and that she could quickly rectify the matter before they lose their exisitng customers and potential ones like me and many of you too. She said if it had happened to other customers, they might just keep quiet and forget about it but might never come back to Bobbi Brown again.
OK, of course they didn't give me any monetary compensation which was not what I had wanted in the first place when I called up to complain. I just simply like their new limited edition Platinum Pink Shimmer Brick very much that I wanted to buy it. After finished talking to Karina, one girl from Bobbi Brown Pavilion called me. She also apologised and told me that I could come to the store anytime for a free makeover, and she'll personally see to it. So, I said fine and thanked her and now I'm looking forward to the makeover at the end of the week!!
Conclusion:I want to thank Karina (I forgot to ask what's her post, ;), my mistake) for taking up this matter seriously and spending her time to investigate this matter and dealt with it fairly, not taking sides with her staff.
To Karina, if there are more people like you in the retail industry in Malaysia, I'm sure the Malaysian consumers will speak up more and help you to improve your services better, hence improving sales too. Keep up the good work!
The rationale I want to make is even if that person is only a part-timer who happened to be off-duty, manners and conscience would tell that if you see your colleague on duty is busy, why can't you help your colleague by greeting and acknowledging the customer and said something like " 'Morning ma'am. My colleague is a bit busy now. Have a look first, she'll attend to you in a bit." She could say it in Chinese/Cantonese if her English is not good. Than just sitting there and staring at me then back to putting on her makeup. How rude is that? And her colleague lost her sale from me as a result of her action because I really wanted to buy the new Shimmer brick. If she had done a simple gesture as to greet me, I wouldn't be writing this.
I think it's just simple manners that every reasonable person would have.
To my dear readers and fellow consumers, please do not be afraid to complain when you receive any bad service. But please be reasonable with your complain and be constructive.
To my dear readers and everyone who has sent me email(s) but have not received any reply from me, my apologies. I just found out that apparently Gmail has not been working properly for me resulting in many incoming mails not received and outgoing mails not delivered.
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I'm a physician by profession turned stay-at-home-mom(SAHM) to bring up my precious little princess. This blog is started as a hobby and because of my love for writing and passion for makeup, skincare and all things related to beauty and women, it has evolved to become predominantly a BEAUTY BLOG. BEAUTY BLOGGING is the MAIN FOCUS of this blog, besides topics on shopping, fashion, health, traveling, food and snippets of my life as a wife and mother.
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