Kookai James St Very Rude

I shop here regularly and will never again! A very rude staff member named Jess snickered and laughed at me whilst trying on clothes with another staff member! Unprofessional and judgmental for someone who is overweight and unattractive herself!
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ID
#1042662 Review #1042662 is a subjective opinion of poster.
Service
Kookai Customer Care
Reason of review
Poor customer service

Stop employing passive aggressive girls

It is very clear that only one type of girl is ever employed at Kookai - Rude, arrogant and very immature. Please hire more mature staff who will tend to your needs politely and actually attempt to resolve your complaints with a better attitude. The blonde manager with short hair managing the clearance warehouse sale in Brisbane today was so utterly rude and outspoken to anyone who had an issue that I was left in utter shock. A friend of mine was charged the full price for a broken necklace that had been broken by the employee who had served her. When we had nicely approached another cashier with this, we were not offered a new, unbroken necklace nor were we offered a reduction in price or the $6 necklace free of charge as the employee was at fault for the breakage. Rather, we were told, "we don't just hand things out to people - you chose to buy something broken", "it's in our policy that we don't throw out broken jewellery, we send it off to get fixed" (even clearance jewellery broken in several different places??) and "even though it's broken, if you don't buy it, someone else will" (I very much doubt that considering it's condition). It was very possible for one of the four cashiers including the manager to have checked in the boxes out the back to see if there was another unbroken necklace, however, there was no attempt by any of these girls to fix the issue in an appropriate manner. The only attempt at resolving the issue was the very reluctant offer of a refund accompanied by the comment "next time don't buy something that's broken if that's not what you want". However, this was not suitable as my friend had been set on this particular necklace. In the end, my friend and I had just walked out without the refund and the broken necklace as we couldn't handle the terrible attitudes from most of the girls there. If someone has an issue in the future, as a retail store you need to do whatever you can to the best of your abilities to resolve the situation. Do not treat someone who has a minor issue that can be easily resolved as public enemy #1. Will not be shopping with Kookai in the future unless employment and customer service is taken seriously.
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ID
#922836 Review #922836 is a subjective opinion of poster.
Location
Brisbane, Queensland
Service
Kookai Manager
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Horrible staff member

I went into Kookai Karrinyup to buy a friend a birthday present. I approached a sales assistant and asked her if she had the top in any other colours to which she replied "we don't stock your size" I was so shocked to the point of tears that I actually dropped the top and hanger on the ground and left immediately. I'm a healthy 6ft size 12 thanks! Upon explaining my experience to friends and acquaintances I have since learned that this is not uncommon practice amongst sales staff at Kookai. I have no idea how 1. These sales staff are still employed and 2. How you hope to remain in business with such practices. I wasn't embarrassed (just shellshocked) but Kookai should be,
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1 comment
#789095

Again similar thing happened to me today..... I entered the store in perth city to use a gift voucher.

I'm not a huge fan of the clothes but if you can get past all the skanky dresses so etimes you can find something nice. Anywho the sales assistant took the white dress I wanted to try into the changing room. I was happy and Intended on making purchases. I thought she had opened the zip to its full capacity.

They didn't have any of those scarfs to protect there clothing from makeup. So when I tried to put it on I got some lippy on it and a little foundation. I told my boyfriend what I'd done and that I was buying the black dress. I took it to the counter placed it on there with the intention of telling them about the white dress...

They started chatting to the other customers about me whilst I was there saying things like the foundation must have been caked on. I can assure you I wear a light coat of mineral powder and lippy that is all.

Very rich coming from the staff there. So I decided to pay for my purchase and leave never to return ......which will be no loss on my behalf I can assure you the staff should take more care of the white garments by providing scarfs for trying them on...and open the zip fully .....duh!!

ID
#445438 Review #445438 is a subjective opinion of poster.
Location
Perth, Western Australia

Worst assistant store manager

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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ID
#433694 Review #433694 is a subjective opinion of poster.
Location
South Yarra, Victoria County
Service
Kookai Manager

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