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I would like to report a very humiliation, unprofessional and poor customer services experience I had in one of your store in Saudi Arabia, Riyadh – Olya branch in front of Jareer book – on Friday May 31st, 2019
It was a very bad experience I went through not only for me but I believe for the rest of the customers whom was there as well and I will summarized it in the following:
1_ I brought a shoes in Atahliya branch and the staff there clearly told me you can returned it of change in in any of our branch, and so I did went to Olya branch to be able to find much more options.
Once I enter the shop I directly went to the cashier and speak to who supposed to be the supervisor there and he was an Indian guy his Name is “Aref” as what I heard the rest of the crew called him, and I told him that I want to change the shoes model and he directly said “No, you can`t you should go back to the branch you brought it from” and when I told him No I already checked out and it also written in front of the cashier as the return and change policy, he raged out and told me who told you and I informed him about the Tahliya branch and he went to called them then he came back to me telling me clearly ” you have to buy something in the same price or higher otherwise we can’t help you”.
And I refused to telling him i`m free to choose hat its ok with me and this not the company rules and I left him.
2- After so I continue shopping and he gathering his staff to told them if I ask for any size they have to tell me there is no size available, and so they did asked for more than six “6” model size in each 42 – 41 size and they said there is no size even without check the store or the system and directly said no size and when I confront one of the sales man there who directly said n size how did you know when you didn’t check the store or the system hi unprofessionally asked this supervisor “Aref” in very loud voice is there a size and that “Aref” directly said no .
Then I realized they are lying and I went there along with my Dad to confront him that you are lying and you just will said no size available in what ever we will choose and this confrontation was in the cashier in front of the customers and n a very loud impolite way which make the hole store stopped for the problem and the staff just was there in front of us, I believe it will be very clear in the security Store Cam.
3- After we confront him about his lie in the availability of the sizes we request him to go to the store room to check the size, he went there with one of his staff “Saudi guy”and we was staying in from of the store room, and this Saudi guy insult us loudly in Arabic saying “this Suddenness people is not good” and he use the Indian tong to communicate it to his Indian supervisor, we geared him clearly and so other customer also I believe it will be clearly available in the security cam as well.
4- After a big fight and a very unprofessional behavior with almost all the staff there who keep giving different rules and stories about the return and the company polices, we decided to get back our original shoes to go back to Altahliya branch to returned it for money, and then told them that I will report every one of them and I will keep check with the company for my complaints which is recorded and I asked each one of them for their names to report my issue with the names and all of them refused to give their name which was a very poor unprofessional customer services specially for a brand as Sketchers, I believe it was the same to the other customers exist .
5- After i threat them about the reporting they behavior become more cautious and you can tell they was afraid then the Indian Supervisor “Aref” went to the store room and get me the size of “42” in one of the models already choosed and asked for it and he and his staff twice said it’s not avail be, and suddenly after I told them I will report you and I knew the size is available and you are lying he went back to the store room and came back with the size “42” while he was said twice its not available.
As a summary It was a very bad experience for me and my family and very insulting way to treat a customer continued for more than hour and its all reordered in the security cam, and I asked for an investigation and feedback about the humiliation and insulting accident in front of the customers, and I really appreciate to read back from you and to see what actions can be taken against the supervisor and the sales man who insulted me.