A brand name needs to live up to it's reputation

On 18th Aug. 2009, I had complained about the customer service and a purse that I'd picked up from Da Milano. Fortunately after several emails and calls to them, I was able to get them to resolve the matter in my favour. An expensive brand name like Da Milano eventually lived up to it's name by providing me good service after all.

At the time, I was not at all satisfied with the customer service given to me by their store. It was then that I'd posted some comments on their online form but I received no response.

I'd informed them about the purse I'd purchased on 29thJune 2009.The purse had defects-the leather had discloured after just two uses & there were patches and peeling.

I'd informed the Noida shop too.At the shop I was told that it may have been my fault and I didn't like that comment though I made sure that they accepted to send it for quality check-29th Jul.(It was later confirmed that the leather was defective as I had explained).

Anyway I was promised by them that they would fix it and that they would keep me updated specially if not delivered on 10th Aug. But nobody followed it up.And nobody got back to me.

Finally I called again on 17thAug-I was kept on hold for a long time.I disconnected the phone and called the shop again several times in half an hour.Everytime someone answered but did not speak up after hearing me.

Later someone answered & apologized to me for the staff's behaviour saying that they were busy...I told him that this was not the right response from them and they should not answer the phone if they do not want to respond on the phone. I was quite irritated by then...

He assured me that he'd call me on 18th and update me and that the delivery date would be 20th.He said that they were changing the leather.But nobody called me again as I'd expected.There had been no follow up again as I'd expected.

But I did not get discouraged from their careless response. Instead I sent another mail stating that I hoped the purse would be given back to me with a good finish or I will expect it to be replaced. I also commented that I was having an extremely unpleasant experience shopping with them and with their staff. I expressed that they had not lived up to the DaMilano name!!!

Well that did the trick and soon the purse was delivered to me at my doorstep and Da Milano salvaged it's reputation by providing good service eventually even if delayed. All's well that ends well...They did try my patience but I was persistent...Never lose a battle without fighting it ! ;) They even told me that the same design and colour in leather would not be available here but I was able to convince them to get it from Italy. Well finally they were able to restore my confidence in their services even though I had to work hard to demand it from them. Well we all have certain rights but it is up to us as to how we use them to negotiate and get things done.

This was not the first time that I had bought a designer purse.I have purses from Nine West,Coach,Banana Republic etc. But if you want to buy something valuable,it has to be worth it ! The whole idea of buying something from a reputed brand is to have a pleasant shopping experience.

I felt that if I could be treated and bullied like this I don't know how they would treat other customers who were buying an expensive and reputed brand for the first time.A brand's name sells by word of mouth.Bad feedback and bad customer service will not attract new customers or keep the present ones. So never feel intimidated to demand good customer service anywhere. Customers are never rich or poor. Customers should be treated the same way anywhere.