Alfred Dunhill

This, is is the performance of your business model in action. Result: 30 year old loyal customer- Lost.

For Good!

Begin forwarded message:

From:

Date: 4 December 2021 at 12:55:31 GMT

Subject: Dunhill Customer Service ( complaint)

Begin forwarded message:

From:

Date: 4 December 2021 at 12:52:00 GMT

To: JERMYN Dunhill

Subject: Fwd: Dunhill Customer Service ( complaint)

Begin forwarded message:

From:

Date: 4 December 2021 at 12:37:59 GMT

To: gary.stevenson@***.com

Subject: Dunhill Customer Service ( complaint) Dear Mr Stevenson,

It is with regret, having been a customer at Dunhills for over 30 years, that I have to inform you of the following:

A sterling silver Dunhill ballpoint pen, bought for my wife, some 20 years or so ago, needs a new refill. This morning, 11:50 or so, I contacted your London Shop.

And what I had to ENDURE, and it can not be put any kinder, was appalling!

The greeting and conversational tone, was that of an imbecile. An individual, which your company has put in charge, that has no command of the English language, certainly not to the level expected from an International Brand.

I was unable to state my case to the individual as I was bombarded by a stream of jumbled pigeon English, so impolite and rude, that it was shocking.

When I tried to interject, to get back to the issue at hand, this individual simply cut me off. Put the phone down.

I tried 3 times to contact the shop again, within a 10 min frame, no one picked the phone up?!

What on earth?

Is this appalling conduct?! That you, as a Director of the company, are presiding over? What is this shambles?

A week ago, I had sent a photo of both the required refill, and the pen, to your customer service team, with a request that I should be contacted.

I never received a reply. This morning, when I asked the Sales Assistant, if he had received my email, he answered, yes, he had, when I followed up on the point as to why I had received no reply, I was told, I had to come into the Shop, and I quote Im in the shop alone anyway unquote.

Is this how you train your staff nowadays at Dunhills?!

I suggest you intervene immediately to prevent loyal customers such as myself, from taking their custom elsewhere. I certainly shall.

There is no way that I would put myself through a further ordeal like this one, again.

I would rather buy a new pen for my wife. Though never again from Dunhills, or rather, the shadow, of what is left of the former excellent company.

Sincerely

J.M. Sedlmaier von Seefeld

Dear Mr Sedlmaier,

Thanks for sending over the picture.

We have a few refills that might be a good fit for your pen.

However, we have experienced some issue with the refills. We sent out to customers the one requested but then they didn't fit, hence we now need to see the pen and try the refills we have in stock and see which one fits best.

This is the best option at the moment instead of sending you a refill that you cannot use.

Your writing instrument is a bit old and the refills we have might not fit, hence if you find yourself in London please bring it with you and we will be happy be to help you with that.

Best Regards,

Dunhill Jermyn

Alfred Dunhill Limited.

From: customerserviceamericas@***.com

Sent: 01 December 2021 21:41

Cc: JERMYN Dunhill

Subject: Your dunhill pen refill enquiry