Edgars, Gillian Soames really does not like you ….. at all

130703_edgarsMost people have a rant, and usually after the third line I am starting to feel for the shop or the service and root for them against the person having a total “poes collapse” (thanks Natalie).

When someone says Hellopeter is just about the point when I click away.

{I think having a platform to bitch and moan is a great idea. I think that there needs to be some sort of basic tick list before you are permitted to bitch and moan.  I also think that the fact the Hellopeter charges “services” to register before they are able to answer someone’s bitch and moan makes it sort of the go to site for people to have a total humour failure, and not deal with issues in a constructive manner.

Case in point – remember when everyone was having a total shit-fit about Woolworths and their recruitment policy, I would love to know how many of those ‘boycotters’ have not sneaked back for a bit of grilled chicken, and cut up mango since then ….}

I came across Gillian’s rant about Edgars on Facebook and it made me all sorts of smile.

Gillian is funny, and her eye for detail made me chuckle.

When I grow up I want to be Gillian. I want her breasts, I want her care free life, and I want her ability to tell people to FUCK RIGHT OFF, and then still love her.  I love Gillian. If I was gay, if she was gay, I think it might have been something I might have pursued.

We would be the South African version of Ellen and Portia.  But without the talk show and the eating disorder.  But I think between us we could do some moves on the dance floor.  Mine would be more “spastic” but I am placing all my hopes that Gillian moves like a dream, and then I can stand on the side of the dance floor and click my fingers as I sip my Chenin Blanc.

I knew her at Kimberley Girls’  High where I did Standard 9 and 10 – Gillian was so funny, and well, just the chick everyone wanted to be, or at the very least the girl you wanted to snog at a party.

I really hate Edgars — there is just nothing redeeming in the shopping experience, so I hope Gillian will not mind this “cut and paste” or her rant — it is too lovely not to share, so here it is:

customerrelations@edcon.co.za

To say that I am utterly repulsed and revolted by the absolutely shambolic state of disarray in your Clearwater Mall Edgars Branch is an understatement!

This is, possibly, the 10th time that I have been livid beyond human reproach by the way that customers are blatantly ignored!
Furthermore the attitudes and lack of simple communication skills of staff members is absolutely diabolical!!!!

I visited Clearwater Mall Edgars yesterday with the intention of indulging myself in some retail therapy by means of redeeming my Birthday gifts from my family – 4 gift cards valued at R1,000 each.

My first stop was at the “Free To Be You” section where I intended to purchase a pair of jeans. There was not a staff member in sight. I eventually went to the children’s section – interrupted a very loud and intense conversation between 2 staff members (much to their absolute disgust) – to ask if somebody could please assist me in the “Free To Be You” section. I was told “There is nobody there now, they are on lunch!!” Please be advised that it was 3.30pm in the afternoon!!!!!

I decided to get on with it myself, disrupted the entire display, and eventually found my pair of size 36 in between the size 32’s.

Next stop, shoes! I spotted an awesome pair of Steve Madden shoes on the display which were a size 7. As I am a size 4 and there are no stacked and sized boxes of shoes in the Steve Madden section (as there are in the Kelso section), I embarked on yet another irritating pilgrimage to find an assistant in the shoe section.

After pacing the entire section, I eventually found the shoe assistant, hidden behind a mirror pillar, squeezing the pimples on her face!!!!!!!!! I asked her if she worked in the ladies shoe section and I was met with a blank stare of absolute bewilderment. I repeated my question and told her that I would appreciate assistance with a certain pair of size 4 Steve Madden shoes. Her reply was “WHAAAAAT???”

I didn’t even bother any further!

At this stage I had a pair of jeans, a scarf, 3 pairs of leggings, a Polo handbag, a pair of Grey boots, a Lancome base primer, a bottle of Clinique Moisturiser, a black pencil skirt, a few Accessorize accessories, and the latest Justin Bieber fragrance (Someday) as a gift for my youngest daughter. I decided to just hit the till, pay, and get the hell out of there post-haste!

The frustration had only just begun!!!!

The queue at the only functioning counter was over 15 customers long and there were only 2 staff members on duty! I figured that the rest were all probably “on lunch”…..

I asked my daughter to retain my position in the queue while I carried on browsing. When I returned to her – 10 minutes later – the queue had not budged!! I approached the counter and asked yet another blatantly rude cashier if there was a problem. She snapped that the system was off-line. I told her that I intended spending my gift vouchers (as opposed to cash or credit card) and asked her if this would be in order. Without any eye-contact she snapped a barely inaudible “YES”.

I then rejoined my daughter in the queue (a lovely jacket added to my collection of intended purchases) and continued to wait. In the 20 minutes that followed, over 8 customers dumped their goods on the floor and simply walked out of the shop in fits of rage. Not a single staff member or customer services official attempted to defuse the situation nor explain the technological difficulties that the store was experiencing, or offer the customers some reassurance that they are indeed respected for their patience………..considering, after all, that the customers are the ones that actually pay their salaries!!!!!!!

The SECURITY GUARD eventually collected the mountain of clothing etc. from off the floor and deposited it behind the counter on an ever-growing pile. The staff mulling aimlessly about the counter simply watched this happen and continued their chaotic chatting, nose-picking and head-scratching with wild and carefree abandon.

15 minutes later I reached the counter and was greeting with something that resembled a Buffalo in it’s final throes of life. She proceeded to scan all the items, fold them, and set them aside for parceling.

At this stage I opened my bag, retrieved my wallet, and removed the 4 gift voucher cards for – well naturally – payment.

She stopped in mid-scan of an item and said “You can’t use those, we are off-line!”.

JOY OF BLOODY JOYS!! After I had asked the question and was told that I could, this was the final straw.

To avoid reducing myself to the level of a raving medusa, I simply returned the cards to my wallet, returned my wallet to my bag and made my way to the exit with the echo of my blood boiling in my head.

I have been a loyal and avid Edgars customer for over 20 years and, other than the fact that I have no birthday gifts to enjoy yet, I feel that I will, in future, struggle to find good enough reason to shop at Edgars without compromising my mental and physical health.

Proactive damage control is now in your best interest.

Yours faithfully

Gillian Soames (Mrs)
S-ICiBS
URBAN INSURANCE BROKERS (PTY) LTD.

Tel. (W) +27 (11) 789 6870/1
Fax. (W) +27 (11) 789 5394 / 0865 318 612
Cellular +27 (82) 398 2017
Email gillian@urbanbrokers.co.za
Authorised Financial Service Provider FSP No. 21017

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6 Comments

  1. I only use Edgars to buy make up. Was thoroughly annoyed when I got to the Cavendish branch at 18:30 pm and was told that the Estee Lauder lady had gone home and no one else could access the products. She only works until 17:00, I was told, and the store closes at 19:00. So I went to Truworths and bought Mac make up instead.

    Reply
    • reluctantmom

       /  July 5, 2013

      I really am struggling to understand how Edgars has survived this long. Their stores are basically white tiles, with lots of racks on wheels, placed in rather un-strategic locations, and non existent staff. How does this chain survive?

      Reply
  2. Tania

     /  July 4, 2013

    Seems to be the norm in most stores in South Africa these days. Fantastic Friendly High Standard Service Guarantted… Ummmm NOT!!!!!! ……Autopage comes to mind here too….

    Reply
    • reluctantmom

       /  July 4, 2013

      Do not even get me started with Autopage — I really do poop a little at the mere mention of them.

      Reply
  3. About 12 years ago I went in to an Edgars and I’m a browser and I hate to ask etc so I will wait for help. and they managed to ignore me for 45 mins and the same service Gillian got I received back then I can honestly say its not just Clearwater its all Edgar’s stores. I refuse to shop there unless I seriously have no alternative. I am surprised that it is still one of our major department stores.

    Reply
  4. Alexandra

     /  July 4, 2013

    Can’t say that I have ever really enjoyed shopping in Edgars or Jet for that matter.

    Reply

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