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Richer Sounds

BEWARE: HORRIBLE SERVICE

The staff are always friendly when you go to buy something, but if you go to return something, thats when the real 'service' kicks in.

Bought a set of speakers which i had to return because i changed my mind. The speakers were sealed with a cellophane (not stapled as was on the other side!) As i got it as a part of the VIP deal, didnt bother much about the sealing as it is an open box item in most cases.

Bought it back and the dep mgr @ bromley will not take it back without a 15% re-stocking fee claiming that I have opened the box. I told him that it is the way i got it but he will not agree saying that it says on the receipt that the item was sold as brand new. Had to argue for 20 mins to get my money back. I also had an amp which I wanted to return as one of its inputs seemed to be faulty ( 2 days old, ex-display) but this guy said he will have to charge 15% re-stocking fee on that too!! (hey.. hey are we forgetting the 7 days no quibble returns policy!!) I got fed up with this guys attitude and decided to bring it back to the store i bought it from. So, thats my 3 hours for one trip and another trip to be made to return the amp.

Btw, I have been to the store before with issues and the guy who was there at that time was very friendly -no attitudes like this one.

I think its entirely upto the individuals who work there to make a good or a bad impression. if they leave their egos at home when they go to work and stop thinking that they own that place, i believe that the customers can have a better experience and the company will get a good reputation.

04 October 2010

Reply from Richer Sounds

Hi,I was sorry to read of the poor service you received whilst trying to return two products to our Bromley store.Products which are returned for a refund are subject to a handling charge if they have been opened as obviously these products cannot be resold as new. Of course, if the products were open box / ex-display to start with then the sales assistant should have waived the handling charge for you, and I am at a loss as to why this was not the case on this occasion.Customer service is something which we take very seriously indeed and I can assure you the last thing we would want is a dissatisfied customer. I will therefore be taking this matter up with the manager and his team at our Bromley store to investigate what has gone wrong on this occasion and to help improve our level of service going forwards.Meanwhile, my sincere apologies for the inconvenience. Please do not hesitate to contact me directly if I can be of any further help.Many thanks,John ClaytonOperations DirectorRicher Sounds

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Sunny
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