No excuse for poor customer service

Over the past month two issues have arisen from purchases my girlfriend made. They have been handled in two completely different ways, and should leave one brand completely embarassed of itself.

When we were in New York she bought a pair of Lucky Brand Jeans from their store. She had been looking for a specific pair for a while and fell in love with a pair she found at the Lucky store. This is not her or my first purchase of Lucky product, we purchase a large number of clothes from their stores. She had been trying on two different sizes in the store and when she made the purchase the girl helping her mistakenly put the wrong size in her bag. An honest mistake, but one the company clearly should have a process in place to rectify considering we live in Canada. An email was sent three weeks ago to their online customer service explaining the situation.....and we have not received even an automated reply from the company. Brutal. Disappointing. Unacceptable. We spend hundreds of dollars on every purchase we make from the company and they cannot even respond to a simple email.

In stark contrast to that my lovely lady also purchased a box of General Mills granola bars and upon opening one of them up found a bug inside. Not exactly tasty. She sent a note to the company and within 24 hours had an apology and word that they would send some coupons to her since her product was not up to snuff. She received those coupons within a week and it was essentially twelve dollars worth of free product, double or triple the value of the granola bars she had initially bought.

To this day she still hasn't heard from Lucky Brand.

In a world with the internet you should easily have the facilities in your company to deal with customer issues with your product. People that purchase your brand are already sold on your company and it is far easier to please them and keep them purchasing your products as opposed to finding new customers who know nothing about your brand. So why would you mess around with something as easy as responding to an email???? It boggles the mind. Lucky has stores all across North America and yet they don't have the capability to respond to an email. To me that reeks of a company I no longer want to deal with. Sorry Lucky, you've lost two customers and we will be telling friends of your deficiencies.

Nice clothes are only part of running a business.