Michael Alfred B.
Yelp
This feedback is regards to the customer experience I had with the employees at the Original Penguin Store in Great Mall in Milpitas, CA.
I received a shirt for Christmas which unfortunately didn't fit me and there was no gift receipt given. So on 1/10/15 I stopped by the Original Penguin store at Great Mall to inquire if I am able to exchange the item for a different size or item. The associate Justine (I hope I spelled her name correct) told me that she will ask her manager, while waiting I looked around and found items that I was interested in purchasing. Justine, was pleasantly, enthusiastically, & politely. She assisted me in selecting items. She even went to the back to check inventory to see if there are available sizes for the items wanted to purchase that were not on the shelves or racks . The manager who spoke to (I forgot her name), was equally pleasant & polite. I was informed that I am able to exchange the shirt. I told her that I will have to go home and pick up the shirt, which I forgot to bring with me. She and Justine told me that they will have the items on hold and will wait for me till closing. I went home and when I can back, I purchased all items that were placed on hold for me. All of this great customer service occurred on a Saturday evening while there are a lot of patrons in the store (the times were from 6 pm to 7 pm). Both Justine and her manager made me feel welcomed and appreciated as a customer.
Unfortunately the same could not be said with the staff of the same store when I went back on 1/12/15 with my Mum. The reason for my visit was two things. First is that two of the items bought on 1/10/15, although were my size, did not fit me properly (both were extremely slim fit and I didn't feel comfortable). Second, my mother wanted to purchase items from the store as gifts for her employees. She heard from me the great customer service I received, the price I got for the items, & the quality of the shirts sold at the store. At the time I have the shirts with me, but forgot the receipt at home. The manager at the time was polar opposite of the manager I had on 1/10/14. Although he stated the store polices that items without receipts can only be exchanged and are final sale, the tone and manner made me feel that I was burdensome or a nuisance. He had this condescending and a matter-of-the-fact tone in his voice. I ignored it, but what made me motivated me to write this letter to you was the manner of the associate treated my mother. After I did the exchange, the manager went to the back, while the associate was at the cashier counter. My mother & I were ignored while we were looking for items to buy. He didn't offer to help or inquire what we are looking for. My mother asked him if there are any sizes available for a particular item. Not even a second he said from behind the counter, and in a lack luster tone that all item are out on the floor. He had the same tone, when I was at the clearance rack and attempted to ask a question. He cut me off and said in the same tone that the items and all item are on the rack. I couldn't understand why we received horrible customer service on a Monday night around 7:30 - 8 pm. My mother and I were the only people in the store. There were no other patrons that came, nor was the store busy while we were there. My mother is an older adult and was having difficulty bending or reaching for items in the store. The experience discouraged my mother to buy the items she initially wanted to get for her employees. My mother felt discriminated, unwanted, & unappreciated as as a customer. She expressed this on our way back home from the store. She even stated that while we were both looking for items she saw the associate whisper in the ear of the manager while pointing at me. This occurred prior to manager going to the back. After I dropped off my mother at home and found the receipt, I went back and returned the item. I got the name of the manager, and the acquired the number of the corporate office.
On 1/13/15 I called the number given to me (212) 780-4500 at 9 am (West Coast) and was transferred to Myra/Mira. I got her voicemail and left her a message. I have not gotten a called back until now.
I also sent this very feedback to the corporate office email info@pery.com.
I have nothing against the brand and still believe that in quality of the shirts sold by the company, which is my book is 4 stars. I am really sadden by the way my mother was treated and now that lack of response by the corporate office.
My intent is to give feedback in order to avoid situations where there is potential of losing customers or worst making them feel discriminated.
Thank you for your time reading this feedback!
