Terrible customer service from FatFace turns me into Mama Bear
This is not my normal yogi post, that’s for sure. This is a rant. And I probably wouldn’t be writing this rant had FatFace responded in a decent way to my complaint but they didn’t and they made me all angry, and insulted, and protective over how women and mothers should be treated.
So my hope is my sharing this, you’ll share this and FatFace will see it and respond in a decent way.
So here’s what I said:
know this is going to read like a rant, because frankly it is.
This morning I went into the Fatface store in Falmouth to buy a couple of pieces. I went in around 9.30am as I knew it would be quiet. This was deliberate as I have a toddler in tow. On entering the store your two assistants were busy checking out something on a phone but they did say hi. There was no one else in the store and my toddler did start running around.
Here’s the thing. I am an expert at shopping with him in tow. I have learnt how to be a quick shopper, looking through clothes while keeping one eye on him, if he ever starts acting feral I leave but this morning he wasn’t. And yet one of your assistants was sighing and casting me judgmental looks while he pretended the changing room was his ‘house’ and he was doing his grocery shopping. No harm there I thought!
I tried on clothes with him in the room with me. I then came out with my two purchases to be asked ‘are you done?’ I brought the items, spent Â£65 and then handed back a paper bag my son had taken. To another judgmental look, as if he had stolen something precious. He had a little tantrum at having the empty paper bag taken away from him and the assistant rolled her eyes as she took it away.
I got no thank you and before I had even pulled my bag off the counter, the assistants were back looking at pictures of someone’s new baby on their phone cooing over how adorable it was. Oh the irony.
I am a Fatface fan. Today I spent Â£65 and two weeks ago I brought a pair of dungarees for Â£55. I am a single mother so whenever I shop for myself my toddler is with me, which means I only go to shops I love, I don’t browse for long and I shop hard and fast.
If I get treated like a leper and get judgmental looks and treatment from a couple of young shop assistants, it does not make me want to shop at that store anymore.
Which I won’t. Because I’m pissed off.
Instead I’ll go to seasalt or joules in Falmouth, where the staff are nice and friendly to both me and my son. And yes, I still like Fatface but I won’t shop in the Falmouth store, so you will lose part of my business.
Teach your staff good customer service. There is nothing quite like it for building brand loyalty.
Regards Keren Cooksey
AND THEN I GOT THIS RESPONSE:
Of course we never want our customers to feel like they cant shop with us.
Have had a look at our website:http://www.fatface.com/page/home Shopping online can be more convenient as you can browse from the comfort of your own home. We hope that your recent experience won’t put you off shopping with us again!
IN OTHER WORDS…DON’T COME IN STORE WITH YOUR TODDLER AND SHOP ONLINE INSTEAD.
This is appalling. I have no other words.