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"Most Forgetful and Un Professional Experience at Under Armour Store at Bugis Junction Singapore.
To Whomsoever It May Concern:
I would like to bring to your kind attention the following with regards to my extremely poor and frustrating experience at the Under Armour Store at Bugis Junction Singapore, on 25th Aug 2018:
I had purchased 9 Items as per the attached bills from the Under Armour Store Bugis Junction Singapore for my son.
I live in India and was on a business trip to Singapore.
At the time of purchase i had informed the sales person that there may be an issue with the sizes as my son is in India and I am likely to return to Singapore after a month and if they could exchange the size of the shirts if there is a problem, which they agreed at the time of sale.
The total SD434 purchase was done by me via receipt ref 28/07/18 at 1.02 pm by cashier Phiip Ong and Sales Chun Sen Ong.
The fact that my passport was asked for a GST refund at the time of sale also shows that I was not a local Singapore resident but only on a tourist visa.
I flew out of Singapore to India and retuned to the store on 25th Aug 2018 (less than a month of purchase) requesting for an exchange in the size of the 6 training shirts as per the tags attached in the images. The other items on the list were found OK.
I was informed that for an exchange the shirts should not be used, washed, altered and the tags should be intact for an exchange.
I had to exchange the six shirts as the sizes were too large for my son and we requested for a smaller size.
I was at the store for a full hour around 1 pm on 25th Aug 2018, requesting for a XS size instead of the medium ones, while the sales person was getting the extra smaller sizes it was only at the time of billing that I came across a Cash Person who was the most :
WITH NO CONSIDERATION OF THE FACT THAT I CAME ALL THE WAY FROM INDIA TO REQUEST FOR AN EXCHANGE AND COULD NOT HAVE COME UNDER THE 14 DAYS RULE FOR EXCHANGE,
DID NOT WANT TO UNDERSTAND THAT IT IS LATE BY 12 DAYS,
I REQUESTED FOR A SENIOR PERSON CONTACT NUMBER WHICH WAS FLATLY REFUSED SAYING THAT THEY ARE NOT ALLOWED TO DO SO,
THE FACT THAT I WAS LEAVING FOR THE AIRPORT TO INDIA IN THE NEXT HOUR AND THAT I DO NOT HAVE ANY PLANS FOR ANOTHER VISIST IN THE FUTURE DID NOT SEEM TO MAKE HIM UNDERSTAND THE SITUATION OF MY REQUESTING THE SENIOR / OWNERS NUMBER AS ONCE I LEAVE I REALLY DO NOT HAVE A WAY TO EXCHANGE THE SIZES OF THE UNUSED SHIRTS,
I EVEN TOLD HIM THAT THESE SHIRTS WILL BE RENDERED ABSOLUTELY USELESS AS THEY ARE JUST TOO LARGE TO BE WORN TO WHICH HE VERY CURTLY SAID I CANNOT HELP YOU AND THAT IT IS MY PROBLEM ONLY AND NOT HIS PROBLEM OR THE STORE OWNERS PROBLEM OR THE UNDER ARMOUR DISTRIBUTOR PROBLEM .
HE PULLED OUT THE XS SIZE SHIRTS AND HANDED ME BACK THE LARGE SIZE SHIRTS ASKING ME TO STEP AWAY FROM THE CASH COUNTER.
I must state here that never did i once even raise my voice with this person and was only trying to make him understand the situation to which I only received a very impolite and unhelpful reaction.
As a consumer I felt mistreated and feel that I was handed out a very unfair deal by our favourite brand under armour.
As the CMO of a leading company in India, I strongly feel that such behaviour in the customer service of such a major global brand will harm the brand and my mail should be taken as an input towards improving the training of sales and cash staff dealing wit the consumer and its's effectiveness not one time but repeatedly over time.
Hopefully I would hear from someone to whom customer care is really what it stands for.
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