There’s a storm brewing on Australia’s fashion retail scene. It’s probably a storm in a teacup, but it’s a storm that has consumed Twitter and umpteenth fashion blogs for the past several hours. It involves someone shopping for bridesmaid dresses at an Australian retailer called GASP (you can see a photo of some of their stock below) and not being satisfied with the customer service. Words were said. They were interpreted one way, could have meant something else, but here’s the crux of it: an email was sent off from the customer to GASP’s customer service drawing attention to the fact that said customer was not happy with the service. The response? Average at best. Ignorant at worst. (You can read them both at the bottom of this post)
And it’s ended up all over Twitter. And on news websites. And on fashion blogs. And on those nightly ‘current affair’ TV shows that, well, are crap.
Watching the drama around GASP Jeans’ customer service has been an interesting experience in itself. Continuing to trend on Twitter and deluge the new-improved-and-constantly-in-your-face Facebook, it seems that a lot of people who appreciate fashion have become fixated with the issue. But I’m left wondering how much damage this will actually do to GASP’s bottom line? Barely any of the commentary seems to indicate that those actively discussing the debacle were GASP customers in the first place. Indeed, trawl through Twitter long enough and you’ll find comments like this:
I didn’t even know who/what #GASP was until today. Now I’ll never shop there
Facebook doesn’t seem all that different. Lots of complaints yet no suggestions that those behind them were ever customers.
So what are we all gasping about?
- It’s a great excuse to make a point about all bad customer service
- People are generally offended by GASP’s taste in ‘fashion’ and are pushing this story further in the hope to bring down the retailer
- This is the brave new world of social media where we can all get our knickers in a knot over something not directed at us. Australia is, after all, a country that inherited the Westminster system – it stands to reason that it could have inherited a penchant for complaining too
- It’s a cold Thursday night in Melbourne and this is a great form of entertainment
As my drier-than-the-best-martini humour seems to be something of a secret, I’ll say it: I wrote the above list with little seriousness.
Though on reflection number 1 seems rather smart and I do have a secret hope in number 2. I think there may be some truth to it. On Facebook I found the following:
Gasp in Collins St between greats like Bally, Mont Blanc and LV??!! What a freaking joke! Actually, it’s no laughing matter…I’m actually quite devastated.
Is there an underlying tone of snobbery to the backlash? I hope so. I hope the whole undertone to the #gaspfail Twitter trend has far more to do with people being sick to death of average product on the high street, and that this is a vocal expression of people’s desire to move towards quality fashion. After all, quality shan’t lead you up the garden path. It’ll take you to Valhalla a curated wardrobe.
And if you really are offended by the whole GASP thing but
A) aren’t a customer or
B) were not the customer who was shopping there for her wedding
then here’s a gem of wisdom from Twitter:
Why is #gasp even a story? Cripes, shop somewhere else.
The first is customer Keara O’Neill’s original complaint. For reference Keara is an employee of another Australian retailer, Man To Man, a fact that figures in to parts of both emails.
Subject: customer complaint-Chapel St store
I had the privilege of shopping at your brand new Chapel St store on Saturday 24thSeptember with my three bridesmaids in tow. On the hunt for bridesmaids dresses and a hens dress for myself we walked into the store and were automatically pounced on by a male staff member, I understand that this is protocol for many retail outlets and ours is no different. The staff member was initially funny and extremely helpful with sizes etc. I chose a bright pink dress to try on but was unable to do the zip up so asked for the size up, when I eventually got the correct size and came out of the change room I was unable to discuss the likes or dislikes of the dress with my bridesmaids as the sales assistant kept saying “you should just get it”, when I told him I would think about it, he pulled me aside and whispered “Is it the price your worried about”. By now I was extremely frustrated, and again told him I’d think about it, I walked back into the change room and closed the door behind me, only to have it pushed open with the sales assistant half standing in my change room, again whispering “I think you should just get it”, when I gave him attitude and said rudely, “I already told you I would think about it”, he then replied, “With your figure I really think you should buy it”. I’m not sure exactly what he meant by that, but considering the attitude used to deliver such a statement I can only imagine that it was an immature dig in relation to my healthy size 12 frame. I got changed in a hurry and walked right out of the change rooms and out of the store, I could hear the sales assistant yelling out to me, but I just ignored him and continued to leave, assuming my bridesmaids would follow. After waiting down the road for my bridesmaids to come out of the store I was told by one of them that the sales assistant yelled out “Have fun finding something at Supre”, when one of them approached him in regards to his comments, he replied “I knew you girls were a joke the minute you walked in”. When my bridesmaids walked out of the store another two customers walked out with them, they too could not believe the immaturity of the sales assistant.
I have worked in retail for 12 years and have come across an array of customer complaints over the years, none of which come even close to what I encountered on Saturday at your store, I wish I was exaggerating but unfortunately for your company this person actually exists and is working in one of your stores. I am pretty laid back and was quite happy just leaving your store, it was my bridesmaids who felt the need to say something to him………I dread to think how many customers he has not only offended but how many customers have left your store due to the pressure placed on getting the sale, and then to be harassed when that sale hasn’t taken place.
Ring me, don’t ring, not fussed………I’m just one retailer notifying another of an extremely inappropriate sales assistant.
The email was address to Chad but e-mailed to Matt, so I can’t be certain who penned the response, but here it is:
Subject: customer complaint-Chapel St store
Dear Keara O’Neil,
Having now had the privilege of having both version of events, I am now in a position to respond to your complaint.
From the very outset, one thing that you should be mindful of is; Our product offerings are very, very carefully selected, so to ensure that we do not appeal to a broad customer base. This is something which is always at the forefront of our minds when undertaking buying duties. The reason for this is to ensure that we only carry products which appeal to a very fashion forward consumer. This by default means that the customer whom is acclimatised to buying from “clothing for the masses” type retailers, is almost frightened by our range, sometimes we have found that this type of customer, almost finds our dresses funny, and on occasion noted comments such as ‘it looks like a dead flamingo’. When we receive comments like this, we like to give ourselves and our buyers, a big pat on the back, because we know we are doing our job right, and modus operandi is being upheld.
Our range is worn by A list celebrities to the likes of Kim Kardashian, Selena Gomez and Katy Perry to name only a few. Now, as one might appreciate, the style counsel for these types of celebrities are not ones to pick “run of the mill” type clothing, and they do so on the basis to ensure that the styles are cutting edge, and only worn by a select few. Similarly these items are priced such that they remain inaccessible to the undesirable.
Insofar as our employee goes; Similar to our product offerings, our employees are selected with a similar approach. Chris whom served you is a qualified stylist whom has a sixth sense for fashion, and Chris’s only problem is that he is too good at what he does, and as I am sure you are aware, people whom are talented, generally do not tolerate having their time wasted, which is the reason you were provoked to leave the store.
Whilst I concede that you work for chain retailer, unfortunately that does not make us like for like. It is probably fair to assume, a lot of what I have said in this email, either doesn’t make sense to you, or you totally disagree with it all, which is what I would expect (unless of course I have you totally wrong –which I doubt). Let me guess, you would never, ever hire Chris in the course of your duty, would you? This is the very reason, why your comment “from one retailer to another” is so disproportionate, it’s almost as though we are in a totally different industries. Chris is a retail superstar, who possess unparalleled ability, and I am sorry you feel upset by him, but he knew you were not going to buy anything before you even left your house.
So if you would like to do us any favours, please do not waste our retail staff’s time, because as you have already seen, they will not tolerate it. I am sure there are plenty of shops that appease your taste, so I respectfully ask that you side step our store during future window shopping expeditions.
Thank you for your enquiry.