Blog: Last GASP at customer service
Leonie Barrie | 30 September 2011
Faced with harsh trading conditions, ever-more demanding shoppers, and even tougher competition for their business, you would have thought that a focus on service and building customer loyalty would be at the top of any retailer's hit list. After all, if a store gets it wrong it's very easy to lose business elsewhere.
But not so for Australian retailer GASP, whose customer service was so bad that its response to a letter of complaint has swept the internet. For shopper Keara O'Neill in search of bridesmaids' dresses, the patronising comments from staff - including 'With your figure I really think you should buy it' and 'I knew you girls were a joke the minute you walked in' - proved to be the final straw.
But instead of being horrified by O'Neill's treatment and her subsequent complaints, the GASP customer services department leapt to the defence of its salesman, describing him as "a qualified stylist whom has a sixth sense for fashion, and...too good at what he does." "He knew you were not going to buy anything before you even left your house," it added. To add insult to injury, it said shoppers more used to "clothing for the masses" type retailers, [are] almost frightened by our range."
The diatribe can be seen in full here. But perhaps most astonishing of all, despite the furore generated by the company's behaviour, GASP claims business has never been better.
With the ultimate aim of ensuring all the cotton in its products is sourced sustainably, value clothing retailer Primark is adamant that having a business model focused on offering the lowest prices o...
Last week we marked the inauguration of Donald Trump as the 45th president of the United States by taking a closer look at what's at stake for the textile and apparel trade – especially his promises t...
Continuing our look at what lies ahead for the apparel industry and its supply chain in 2017, the panel of industry experts consulted by just-style last week tackled likely shifts in the sourcing land...
This week our focus turns to first thoughts from a panel of industry experts consulted by just-style on the challenges and opportunities likely to face the apparel supply chain in 2017, with prospects...
- US apparel sector braces for potential cost hikes
- Trade Tracker – Trump's first weeks, Brexit agenda
- Does a hard Brexit mean hard times for UK fashion?
- Key trade issues facing US textiles and apparel
- Primark challenges critics with cotton initiative
- Li & Fung dropped from Hang Seng Index
- Bangladesh "high threat" for terrorist activity
- Vietnam apparel exports miss 2016 target
- Ralph Lauren new execs to support Way Forward Plan
- H&M leads Better Cotton league
- When Things Go Wrong - A Practical Guide to Managing Common Problems in Apparel Sourcing
- Outdoor performance apparel 2016: A broader perspective
- Technical textile markets: product developments and innovations, December 2016
- Southeast Asia strategic sourcing review – a focus on Cambodia, Vietnam and Myanmar
- Global market review of lingerie – forecasts to 2022