http://www.planetmona.com/ 3615-1051 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta It happens all the time - retailers have the excuse that they have keyed in your deposit / full amount into their cash register, and that they therefore cannot give you a refund because they would have to pay V.A.T. nontheless. They try to fob you off with the statement that you "changed your mind" when you find something not fit for the purpose it was purchased. They give you receopts without the name of the shop and V.A.T. number, thus rendering them "not fiscal". They even tell you outrageous statements such as that "those boots were never meant to be worn in the rain" - after they are ruined, and not before. They suggest you accept a credit note as if they are doing you a favour (and when you do, you have immediately and consequently given all your rights away). The Consumer Directorate can help you with all of the above, and the variations thereof. ]]> Tue, 15 Nov 2011 09:58:18 -0600 3615-1043 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta About three years ago my wife bought a coat from River Island, London. She was over the moon with it: as in Malta she never found one the way she really wanted. When time came for laundry she took it to Portughes, having availed ourselves of excellent service in the past. This time though, it emerged covered in micro fur-balls and it was practically ruined. We spoke to the manager, who not only denied it was his technique that damaged it, but also offered to send the item to a Sicilian Lab which would confirm / deny it, even paying half the total expenses. It turned out the lab found nothing wrong with the technique and attributed the bad result to defective material. My wife armed herself with this report and spoke to the Consumer's Directorate. In a week she received a full refund by cheque. Not that I call it a great experience with regards to River Island, but hats off to Portughes for brilliant service - he didn't ask to be refunded for the expenses he incurred for the report, even though it had nothing to do with him. ]]> Sat, 10 Sep 2011 05:36:59 -0500 3615-1042 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta While we're on the subject of tearing clothes: my favourite high street brand is Banana Republic. Last year I bought some cashmere items which immediately developed holes. I wrote to their head of customer service who not only replied immediately but also arranged for a full refund. Obviously I had to go to London to avail myself of this (they did not have the online store then) but as you can imagine I am now a diehard devotee. Good customer service turns a bad experience into a great one, obviously if the intentions of the complainant are honourable. ]]> Fri, 09 Sep 2011 19:39:13 -0500 3615-1041 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta @Susan Scan really does enjoy a well-deserved reputation for after-sales as well as competitive prices - several friends of mine as well as my in-laws have confirmed this. @Mona I somehow suspected that it would be both cheaper and less of a wait. Incidentally, less than two months ago I bought a pair of jeans whose brand I frankly had never heard of for 45€ from a renowned outlet...the seller said they compared to Diesel with respect to quality...in less than two months they tore - with my sedentary lifestyle that was a big surprise. I spoke to the seller who said 'he gives no warranty' on clothes...I don't know whether it was a funny or pathetic comment. I had hundreds of trousers both branded and 'tat-3 ghaxar liri', both for the heavy work I then used to do as well as leisure, but never have I had a pair that lasted so little, at any price. I even wrote to the company in the UK (although they are actually made in China!) who replied within 12 hours saying they 'do not accept returns from the public' and that I should contact the seller again. I simply wrote back saying I was disappointed that they were sending me back to the wolf's den...and that all I could do was never buy again the same brand (they have 16 retailers in Malta alone) and relate my experience to the public. I have now written to the Consumer's Directorate and am awaiting a reply. ]]> Fri, 09 Sep 2011 19:18:56 -0500 3615-1040 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta @Stanley 1 week Cheaper ]]> Fri, 09 Sep 2011 14:55:29 -0500 3615-1039 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta I am in a brilliant mood. Just received such excellent and professional customer service, first at Mothercare and then at Scan Computers. So we really can do it right, if management cares and trains. ]]> Fri, 09 Sep 2011 14:37:23 -0500 3615-1038 http://www.planetmona.com/opinions-on-planetmona/52-social/3615-sleek-and-chic-can-be-bleak-customer-disservice-in-malta Just two questions Mona...How long did it actually take to have them in your hands? And how did the cost compare to JACAP's? ]]> Fri, 09 Sep 2011 08:59:32 -0500