The Good Customer

Writing this post on Orla Kiely (Hong Kong) has been on my “to-do” list for some time now. Sadly, by the time I got around to it, I found out that the boutique had closed it’s doors here in Hong Kong. Sniff Sniff!

To pay homage to their “once” Hong Kong store, I hereby post this entry.

I’ve been a admirable fan of the kitschy, 60s -inspired line, Orla Kiely. Faring from the UK, this brand is most notably known for it’s bright and colourful line of handbags, clothing, housewares, and linens. High quality materials coupled with whimsical designs, these products are sure to inspire your playful yet feminine side.

Up until last year (2009), Orla Kiely had 2 boutiques in Hong Kong. After the closure of it’s Times Square (Causeway Bay) location, only one remained in Hong Kong – the boutique in Central on Wyndham Street.

I have patronized both locations and have always been impressed with the service. Sales personnel are not condescending and seem genuinely willing to assist with any questions or suggestions. And let me tell you, this type of service can be hard to come by within the confines of this bustling city.

The real bonus for all you fans of this label – is the price!!! If you have shopped in the UK or the USA for Orly Kiely products, you will be pleasantly surprised to know that most of their products are sold for LESS in Hong Kong.

Another tip is, the boutique in Hong Kong consistently have promotions or sales – and they are indeed fabulous. Unfortunately, this boutique does not advertise these sales and therefore we, as consumers, are forced to check in periodically, for promotions. But who’s complaining? I love a reason to shop! Yes, even window shopping counts.

Before it’s closure on February 28, 2010, the store had a closing out sale. Items were being sold for below cost!!! Initially I felt that I had missed a great opportunity, but upon reflection, it’s probably for the best…. I’m sure I heard my pocketbook heave a big sigh of relief. For all you that made it out to the sale, I hope you procured some fabulous deals.

To my fellow Orla Kiely fans, a moment of silence for our dear friend ….

If anyone should know of where to purchase products from this brand in Hong Kong now, please drop us a comment. I know it would be much appreciated.

Popularity: 4% [?]

 

WHAT? : Aritzia’s Warehouse Sale

WHY? : Apparently this is Aritzia’s biggest warehouse sale ever! Discounts frm 50% – 90% off.  5000+ jeans on sale.   Plus, new items added daily and throughout the day.  Need I say more?

WHERE? :

http://www.aritzia.com/blog/2010/03/warehouse-sale-april-1st-april-5th

 

INFO : Free parking available.  Cash, debit, and credit accepted forms of payment.  Individual and communal fitting rooms on site.  All sales FINAL.

Popularity: 11% [?]

WHAT? : Vancouver 2010 Winter Olympics Mittens. Woven with an acrylic and wool blend and lined inside with polar fleece, these mitts bear the country’s maple leaf emblem on the palm-side.

WHY?: They are the “IT” item of the Vancouver 2010 Olympics. Not only are they the official “torchbearer” mittens, but it seems that everyone at the games – spectators and participants alike – are sporting a pair. All net proceeds from sales of these mittens go towards ”Own The Podium” – an initiative which helps support Canadian Olympic athletes. Initially, it was anticipated that 1 million pairs would be sold. Now, that number has increased to 3.4 million. With the 2010 Olympics in full swing now, the popularity of these mitts have exploded. Sellers on “ebay” are posting them for sale as much as 3 times the original price.

HOW MUCH? : $10.00 (CDN) retail.

WHERE? : In Canada: The Hudson Bay Co.; Zellers; Home Outfitters; Official Olympic Stores/Kiosks (Vancouver International Airport- YVR)     Online: HBC Online Store (shipping only within Canada); www.ebay.com

Get you hands in one before they sell out!

Popularity: 1% [?]

WHAT? : 40% off your entire purchase at Kate Spade Outlet retail stores. Limited to 10 items per customer.

WHY? : Outlet prices PLUS an additional 40% off!  Time to get your “shop” on this President’s Day long weekend.

WHEN? : February 13 – 15, 2010

WHERE? : Check out their website for the closest outlet store.  Click here for locations.

Popularity: 1% [?]

WHAT?: One night sale at all participating Banana Republic stores in Canada.  Receive 30% off your purchase of $100 or more.

WHY?: For those of you who are not already “shopped out” from the holidays. Or for those of you who still have money left after the holidays…. to shop

WHEN?: January 14, 2010 – from 5:00 pm until closing

HOW? : Print coupon and present to cashier upon checkout.   Can’t see image below? -  CLICK HERE for coupon.

Popularity: 2% [?]

The most exciting moment of making a purchase online is when you actually receive your items in the mail. You have waited patiently for days or even weeks for your purchase to make an appearance at your doorstep. With anticipation, you open the box, rifle through the mounds of packaging material, and finally make contact with your brand new item. But wait, what IS this? You turn the item over and over in your hands and a slow realization overcomes you… this is not the item you have ordered! Panic overtakes and you dive into the box frantically searching for the shipping order form.

This is the scenario that I encountered when I made my last purchase at katespade.com.

After the initial panic and shock, I carefully cross reference the order form with the items I received in my shipment. What became apparent to me was that the item number on the protective plastic wrap matched the item I ordered but the item within the plastic was the wrong one.

DAY 1

I call the customer service hotline. The pleasant service provider on the line was courteous, but was not even familiar with the order form. Although both of us were looking at the same form, I had to walk her through the form. After the initial confusion, she informed me that the item I purchased was a sale item and was bound by their “no return” policy. “But you sent me the wrong item!” She repeatedly told me that she understood but could not offer me any resolution. I asked to speak to a supervisor. She informed me that there were no supervisors available at the time due to the time of day. How convenient. She asked me to call back. Ok, fine.

DAY 2

I call the customer service hotline. Got another pleasant service agent. Had to explain the whole situation to her again. Apparently, the previous call wasn’t logged and there was no history of my previous conversation. I was told the same thing again – that it would be difficult for me to return the item since I had purchased it on sale. How ridiculous is it for a company to restrict their clients from returning something that they had not ordered? I asked to speak to a supervisor. Service agent #2 advised me that it would take a very long time to get a hold of a supervisor on the phone since they were terribly busy during this time of day. Since I was in a hurry, I asked her what she could do for me. The agent said she would generate a report documenting my issue. I was informed that someone from another department would get back to me with a resolution.

DAY 3

No email from the “other” department

DAY 4

No email from the “other” department

Day 5

I call the customer service hotline. With no time to waste and short on patience, I immediately asked to speak to a supervisor. Service agent #3 tried to offered her assistance instead, advising me that it may be difficult to get a supervisor on the line. Situation was explained yet another time. I was told the same thing – the no return on sale item policy. I asked to speak to a supervisor. She chuckled and said “oookay”…. but it will be a very long wait. About 10 minutes later, service agent # comes back on the line and informs me that she was unable to reach a supervisor. “What? Really??” She furthered explained that she could not just throw me into the queue to wait because she herself had to speak to supervisor before transferring me over. I proceeded to to inform her that I needed this taken care of ASAP as my schedule was very limited. I asked her if I should go directly to a retail store to return the item. Her response: “You can try”…. I don’t see why they wouldn’t take it back, since it is indeed the wrong item”. My thoughts exactly.

DAY 6

With a glimmer of hope, I call the retail store that I intended on visiting. I asked to speak to the manager. After explaining the issue to her, she apologized and informed me that they were not authorized to take any “sale” returns from online purchases. I had hit another dead end. The retail manager said that a similar situation had occurred with one of her clients and the online customer service department was able to accommodate her return. In utter frustration, I went on to tell this manager that I could not get a supervisor on the phone to assist me with the return. Retail manager was shocked. She took down my information and said that she would inform her manager and the district manager of my situation.

2 hours later, I received an email from this “retail store manager”. She informed me that she was able to get through to customer service and they advised her to have me call back for a return shipping label. Yay!

I call the service customer service hotline. I proceeded to tell service agent #4 that “retail store manager” had called on my behalf and that I am now calling for my return shipping label. I was put on hold. 2 minutes later, a real live supervisor magically reveals herself on the line. Wow, that was easy. Huh! The supervisor informed me that she would have to seek approval for the return. Oh goodness, how high is this chain of command? I was told that I would receive an email once it was approved and then a return shipping label should follow within 2 days.

Day 7

Receive email from “supervisor” informing me that the “return” was authorized.

Day 8

I received my “return” shipping label.

Dear Kate,

REALLY???  8 days to rectify and shipping error?  I love you, Kate… but this is too much.

Heartbroken,

The Good Customer

Popularity: 3% [?]

WHAT? : Banana Republic (Canada) One Day Sale. A “one time” coupon for 40% off your entire purchase.

WHEN? : December 17, 2009

WHERE? : In-store purchases only. Please visit   www.bananarepublic.ca for a store nearest you.

HOW? : Print out this coupon and present to cashier upon checkout.     CLICK HERE -> 40% COUPON

Popularity: 2% [?]

***UPDATE “Cyber Monday” Sale at Kate Spade is still offering 25% off all SALE items. Sale ends 1159pm November 30, 2009 PST.***

http://www.katespade.com/category/index.jsp?categoryId=1872494&source=CME_KSP:Main:HTML:20091130

*************************************************************************

WHAT? : 1 day sale at Katespade.com

WHY?: Get an additional 25% off all SALE items + free ground shipping! Many of these items are already 50% + off… so with this extra discount, it’s an amazing deal!

WHEN? : Only valid on purchases made before 1159pm PST November 29, 2009

WHERE? : http://www.katespade.com/category/index.jsp?categoryId=1872494&source=CME_KSP:Main:HTML:20091129

HOW? : Use code CHEER at checkout.

~Happy Shopping!~

Popularity: 2% [?]

WHAT? : 20% off coupon for any regular priced item purchased at Kate Spade retail stores

WHY? : We like special offers – and with the upcoming holiday shopping, every little bit helps!

WHEN? : Offer valid through January 15, 2010

WHERE? : US locations – for store locations go to :

http://www.katespade.com/corp/index.jsp?page=shops

HOW? : Print out above coupon or print from this link :

http://www.katespadelookbook.com/ks/printout.gif

Popularity: 3% [?]

WHAT? :  Front & Company

WHY? : While their main business is clothing – new, samples, and consignment, Front also has an adjacent retail space that focuses on gifts. In this store, you will find cute stationary, home accessories, and kids stuff. The real gem here is their fabulous selection of greeting cards. This is not your neighbourhood Hallmark. Expect to find unique cards for every genre and occasion. Many of these cards are created by local/worldwide designers. A wonderful store for the discerning card shopper!

WHERE? : 3772 Main Street, Vancouver BC, V5V 3N7  Canada

www.frontandcompany.ca

Popularity: 2% [?]