“Royal Lochnagar Distillery
We booked a cocktail and whiskey tasting - Lisa was great and we spent about 1.5 hours having an drink of whisky and talking about whisky. Before we went in we had looked around the shop as they were running slightly late - there was a reduced rail of items of clothing. I selected 2 garments with sale hangers on them. One being 19,99 pink inner hoodie and the other being a zipped jacket with £29.99 hanging on the hanger. The blond haired lady said she would keep them behind the counter and we went in for our tasting session.
After coming out I went to purchase them and was charged over £60 I said can I just check the prices and said the items now without the hanger on them as the First Lady had taken them off said the zipped one was 29.99. She looked at the rail a said she would have to get a supervisor to alter the price as gone through at £50. The long blond hair supervisor came and said it was a male zipped jacket and I could not have it at the reduced price and pointed the label on the zipped jacket. I stated the £29.99 has been on the hanger and I had not just picked it up with no sales label on. She said I couldn’t have it and I pointed out this was not my fault and we had spent a lot of money that day on the tasting, the party with me has already spent over £100 on items in the shop. So she started refunding me saying she couldn’t change the price. I said it was really bad customer service after such a lovely experience and said I would review this. She said that it would be good for me to review how they could improve. I said it would have been easier to just listen to your customer and resolve it now. I’m on holiday I really didn’t want to be upset for what was a around £20 reduction she needed to make given the level of money we had spent, I just really don’t understand why someone in a position of authority would be so dismissive to a mistake by the shop. I felt that I was not valued enough and being made to feel like I had purposely put a sales ticket on the hanger. It was humiliating in the shop and left me upset and told my husband to put back the £150 fill your own bottle. I can’t praise the lady who did the tasting enough and I actually said to her at the counter she had been lovely and the poor service was coming from the shop and supervisor.
This has really upset me. I wouldn’t like anyone to be treated this way. I’ve never ever been talked to like this before from a distillery that we have been going to for years on holiday.
I will be withdrawing our investment in any further whisky's going forward. My husband who is a big investor in whiskey stated he felt there was very little knowledge from the host around the process of whisky,”
