I bought a sweater from Kookai South Yarra store (Chapel St.) last weekend and found out it was faulty not soon after I got home. On the back of receipt states that all faulty items can be returned within 14 days. So I brought it back on Friday night (within 6 days from the date of purchase). The SA tried to blame it on me firstly even though I've never worn it. She even sniffed on it in front of me and other customers which is very humiliating. Then she quickly stated that the sweater is very delicate and the threads came undone quite often which basically made me want a refund straight away. She discussed with the other SA and came back to me saying that she could not issue a refund because there's no store manager or assistant manager present and I had to wait for a couple of days. Even thought the whole thing all sounded very suspicious and dodgy to me, I gave in and allowed them to keep the defective sweater for the time being.
As agreed, I went back and asked for the store manager. Apparently the store manage was away for the week and assistant manager Kim served me. Straight away she told me that she was not going to honour a refund for an worn item. So I had to repeat the whole story to her. After establishing that the returned item was unworn and faulty, she still insisted that a refund was not possible. In the end I had to point out the refund policy to her to get her agree to the refund.
During the whole she was not apologetic at all!!! I got very annoyed at her condescending and unprofessional attitude and could not believe that she was in charge of the store. I expressed disappointment in her customer service instead of apologising, she wrote down head officer number and throw it in front of me and went: "Go ahead and call the head office!".
Even when the refund was done it was done begrudgingly and I still had to argue to get a cash refund (even though I had originally paid in cash).
It's such a disappointing experience and it was like I was being made to feel like its a privilege to buy from Kookai rather than being made to feel valued as a customer. Staff tried to avoid refunding and even when they do agree to it they weren't at all apologetic. A simple apology and some respect would have gone a long way but that's not how they wanted to approach the situation.
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