Debra B.
Yelp
Very disappointed. A male sales clerk waited on us...I purchased a nice leather bag for my Mother as a gift. I picked up what I thought was a Saffino leather tote. I asked our sales clerk if it was Saffino leather. He looked at the tag and said yes. I got the bag home and it was NOT. The tag says "textured coated twill". I was furious! To pay that kind of money for something that was mis-represented? I feel I was outright lied to... he looked at the tag and told me it was Saffino leather. If only I had my glasses with me. I called the store manager who was very nice but I felt like she kept trying to sell me on the bag which I really didn't want to hear at that point. She was extremely polite but unwilling to give me a refund. I was convinced I would never shop there again but I have to say Lana, the VP of Marketing for Manchester Outlets, convinced me otherwise. She took the time to acknowledge why I had bad feelings from this transaction, and she actually went to speak with the manager from the store. She acknowledged that clearly there was a misunderstanding and that the manager was willing to work with me on a solution and wanted me to be happy with my purchase, even if that meant a refund which is against their store policy.
I have to say Lana changed a bad experience into a good one. Bottom line... she took both the time and responsibility to change my experience to a more positive one! You can tell customer service is very important to her! Great choice as VP of Marketing for the Manchester Outlets and an outstanding partner for every store there!.
