Sungmin Cho
Google
On August 17, I had an extremely disappointing experience concerning a vase I had reserved for purchase at your store (Nicolai Bergmann, Four Seasons Hotel branch). This matter goes far beyond a simple mistake and fundamentally raises doubts about your brand value and the standard of customer service provided by your company.
1. Unauthorized Use and Damage of a Reserved Product
The vase I had reserved for purchase was used for in-store display purposes without any prior notice before the scheduled pick-up date. I informed on July 31 that I would be available for pick-up “as early as the following weekend or no later than the weekend after that,” which clearly indicates August 17 (Sunday) as the final pick-up deadline.
However, upon receiving the vase, there was visible moisture inside, and after making an inquiry by phone, I was informed that because I had not visited by August 9, the product had been used without any confirmation from me.
In all my previous purchases of flowers and vases from Nicolai Bergmann, I have never failed to collect items within the promised period. This is a clear violation of the agreement made with a customer and a highly unprofessional act that betrays the trust of a client expecting a brand-new product.
2. Failure to Inspect a Defective Product Before Sale
Although I had agreed via email to collect the vase by August 17, due to time constraints I sent another person to pick it up on my behalf. This person was not familiar with flowers or vases and accepted the item because the staff assured them there were no defects.
However, when I received the vase, I immediately noticed at least five visible flaws, including scratches and imperfections caused during the glass manufacturing process. Regardless of whether a proxy collected the item, your staff’s failure to properly inspect the product and prevent the sale of a devalued item is inexcusable.
Furthermore, when I raised the issue, your staff attempted to shift responsibility by claiming that “the recipient had already checked the product.” Such a stance raises serious questions as to whether your company is qualified to operate within the Four Seasons Hotel.
3. Irresponsible and Deceptive Refund Procedure
Upon discovering the defects, I immediately called the store. However, the staff member responded in an unprofessional manner, repeatedly saying “넹넹넹” - which is very informal speech in Korean - instead of providing appropriate assistance. After informing the staff that I would come directly to process a refund, I arrived at the store about 30 minutes later. By then, the staff member I had spoken with, as well as all employees who were present at the time of pick-up, had already left. Only one employee, who was completely unaware of the situation, remained at the store.
When a complaint is raised, it is basic customer service practice that the staff involved should handle the resolution directly. The fact that all relevant staff members had left even after I explicitly stated I would be arriving shortly demonstrates not only a lack of intent to resolve the problem but also a deliberate attempt to avoid responsibility. This behavior amounts to deceiving the customer twice.
Nicolai Bergmann claims to represent a premium flower brand, and the Four Seasons Hotel is renowned worldwide for its excellence. Yet the conduct and service standards revealed in this incident fall far short of such reputations.
I have been a big fan of Nicolai Bergmann for a long time, and have purchased flowers and vases regularly from different branches in Tokyo and Seoul. I feel extremely disappointed about what happened today.
