The Kooples Hooded jersey biker jacket (runs slightly big) and Boxe sweat pants
Perhaps you've read my previous spiel about The Kooples here? After sending an email, dialed their main customer service line 20 times rather unsuccessfully, asked a SA to send yet another email, and finally, what tipped me over - Mr C @BromptonCross aka "I'm the assistant manager. I'm just the store. I'm very busy." I was ready to surrender. Hence, the rant via the blog to release some steam (with my keyboard taking the brunt of my anger).
Fortunately for me, help came by way of The Kooples' community manager via Twitter a couple of days later. She assigned a customer care manager to me who made things happened quicker than I can blink. I like that they didn't try to make excuses for the mistakes that had occurred nor the inadequacies of The Kooples returns process. They listened and worked to resolve the issue as efficiently as possible. I was offered a £100 store credit as a gesture of goodwill which was extremely generous of them. Furthermore, one of the two managers organized to have shipping refunded and the correct item all packed and ready to be shipped to me from Paris.
They acknowledged that The Kooples have an issue and are in the process of modifying their returns process over the next few months to make it easier for their customers. After dealing with mostly inept staff, to say that I was relieved to get some help was an understatement. Whilst the two ladies have been absolutely fabulous to deal with, I feel that the same can do attitude and efficiency should be the norm within the company, not the exception to the rule.
I'll be honest, shopping at The Kooples can be a bit like....... as Forrest Gump once said, opening a box of chocolates. You never know what you're gonna get. Some days I walk into the store and there's only me yet it can be a rather comical process trying to get their attention. Meanwhile, they're all crowded around the counter gossiping or pretending I'm not there. Or perhaps I must've worn my invisible cloak. However, once in a while, the service is fantastic. Faultless.
I'm very pleased that they're listening to their customers. Finally. However, there's a lot of work to be done especially their front line staff as well as their systems and processes (none of the staff I'd talked to at the various stores understood the website returns process nor how to get hold of their head office). What I'd love to see is the kind of service I'd received from the two ladies replicated throughout the company.