Lanecrawford Reviews

Avoid

I visited the IFC branch of Lane Crawford on the 5th May 2018 and I attended the concierge desk to return a Marc by Marc Jacobs top I had purchased from them which had not been worn and clearly had all the tags in place showing the price of 1990 HKD On closer inspection the sequin detail on the front of the top was defective and I returned the garment to them to find a solution As a Lane Crawford gold card membership card holder I handed my card over to the two assistants on the concierge desk and they searched through my records and located the transaction relating to the faulty garment One of the members of staff said she would then speak to a supervisor to see how we proceed with the matter As I had been waiting a significant amount of time I said I would take a seat in the shoe section and the female assistant said they would come and find me After waiting fifteen minutes nobody had come back to me so I returned to the concierge desk where it appears the supervisor had been walking up and down the shoe section to try and find me but did not know who she was looking for as she had no description or was I pointed out by the other staff who had been dealing with me were they just going to allow me to just sit there On returning to the concierge desk I was greeted by the Concierge Supervisor Suki Cho this persons delivery and knowledge of customer service was appalling and seriously needs addressing She proceeded to tell me that even though I had been told previously by two members of staff the details of my purchase were on their records she disagreed and said that the top had in fact been returned for a refund please explain why the two members of staff had located the purchase and Ms Choi denied this was the case and secondly if I had returned the item how could I physically still have it in my possession I disputed this but the member of staff could not grasp the concept of what I was saying or was out of her depth in dealing with the matter I then asked her was she going to deal with the matter to which she replied No I was astounded with her response and I asked to speak to a manager to which I was greeted by Concierge Manager Macrina To who is the rudest unhelpful person I have ever come across in my eleven years in Hong Kong she should not be in a customer service environment I explained the situation to her to which she responded I don t think I can help you her role is to assist customers She then proceeded to fold up the faulty top and try to hand it back to me which I refused to accept back as this item under Cap 26 of the Sales of Goods Ordinance in Hong Kong is not fit for purpose I asked to speak to the store manager but she refused to allow me to do this so I left the store minus the top which they still had in their possession On pursuing this matter further and on requesting details of my past sales records it appears a male member of their staff had made an error and returned an incorrect item Which has caused me to have to endure weeks of persecution by Lane Crawford staff members along with being made out to be criminal by this company and all down to one person s utter incompetence I wrote to the CEO of Lane Crawford Mr Andrew Keith explaining that since proving in writing that the Marc by Marc Jacobs top that his company sold me was faulty and receiving a refund even though his staff were adamant I had not purchased it from them to the point where his concierge staff and staff member name of Natalie Da Gama-Rose made my life miserable making me out to be a liar causing me undue anxiety and stress All along with the time it took me to resolve this matter the arrangements I had to make to ensure somebody was at my address as well as the costs incurred when they advised me in writing the faulty top would be returned to me even though it failed to arrive The travelling costs incurred and time spent visiting his branches Causeway Bay and Central in attempt to resolve this matter When in fact this could have been resolved on my initial visit if the members of staff concerned had done their job correctly I have never once received an apology from his company and my life was made torturous by his workforce especially Natalie Da Gama-Rose some of the contents of the communication received from her which I still have on record is despicable and slanderous and in her role of General Counsel Group Legal Department she should have been thorough in her investigations and considerate in the way she treats and responds to people I was unfairly treated by this company which caused me to have to endure weeks of humiliation and persecution by their staff members along with the anxiety and stress I was caused along with the out of pocket expenses I incurred all down to their negligence I requested a full apology and a refund for my out of pocket expenses but Mr Keith has not had the courtesy or good manners to respond This company has zero customer service and I advise people to avoid this company and shop somewhere your custom is valued