I heard from a dear person in my life today. She expressed a recent experience that upset her and literally outraged me. Here is what she wrote to several of her friends:
"Hi there y'all. I don't know if all of you go to Victoria's Secret for your lady needs....but i thought I'd copy this note to you that I wrote to them this morning. so read it, and be warned!
I'm emailing you today to let you know you are losing a long-time customer. I have always bought my panties from VS. I recently went to your website to look for bras in my size - 34AA. I was very happy to find them and ordered 3 right away. On June 21st, I went into your store on 3rd street in Xxxx Xxxxx to see if it might carry any smaller sizes. An employee walked past and asked me if there was a size she could help me locate. I said "yes, 34AA" she said "34 -what? double A!?" she then proceeded to laugh at my face, then look down and laughed at my chest, told me "uh, no..." I stared at her and said "maybe just on the website?" she said "sure..." needless to say, after being ridiculed and laughed at - I will NEVER go back to any of your stores. I will tell all of my friends what happened to me, and ask them to do the same. They know something about loyalty, which apparently VS does not. Too bad your bras made me feel good. Because your employees made me feel like a little girl in middle school. So thank you for that, VS. With disappointment, xxxxxxxxxx
Victoria's Secret wrote her back:
Thank you for your Email regarding your recent experience at the Victoria's Secret Store. We apologize for any inconvenience this matter may have caused.
When a customer chooses to shop with Victoria's Secret, we want them to have a pleasant experience. Please be assured that your experience is not indicative of the quality of service customarily offered to our customers, as we strive to serve each customer as courteously and responsibly as possible. We apologize that this was not the case with your recent visit.
Your comments regarding the Xxx Xxxxx Victoria's Secret Store have been forwarded in an attempt to prevent a recurrence of this unfortunate situation.
We are concerned that this experience has reflected negatively on our company and would like the opportunity to make it up to you. We do not want to lose you as a valued, loyal customer. Please accept our sincerest apologies. We would like to ship you a coupon for 30% off your next purchase at the Victoria's Secret Store.
Please reply to this Email with your full name, address, phone number (including area code), and store location. Once we receive this information, we will promptly send your coupon.
If you need further assistance, please reply to this Email or call anytime.
Xxxxx, please accept our apologies. We take customer service seriously and hope that you will try shopping with Victoria’s Secret again soon.
Victoria’s Secret Customer Relations
Out of curiosity how would any of you feel about this situation and would you find the response from Victoria's Secret acceptable?