Blog: Leonie BarrieLast 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.


BLOG

New project to benefit garment workers in Ethiopia

The growing interest of international brands to source garments from Ethiopia provides an opportunity to develop the sector in a sustainable way, the founders of a new project in the country say. Laun...

BLOG

Mexico tariff move "unfathomable" and "concerning"

In a surprise move late last week, the US announced new tariffs on all imports from Mexico – starting next Monday (10 June). The tariffs are in response to the flow of migrants crossing from Mexico in...

BLOG

Major brands urge Trump to pull footwear from tariff list

A coalition of 173 US footwear brands, including Nike and Adidas, is urging US President Donald Trump to remove footwear from the proposed tariffs list on goods imported from China, saying it would be...

BLOG

Trump moves forward on tariff threats

The ongoing tariff war between the US and China took another turn last week in a move US apparel and footwear retailers and importers have been dreading, as the Trump administration moved forward on t...

just-style homepage



Forgot your password?