Experienced a very poor customer service attitude from two managers at this store today.
I received Limited Edition pods as a Christmas gift but unfortunately not my preferred pods and I had no receipt. I enquired about an exchange (not a refund) but I was told that their policy is that I need proof of purchase.
I showed them the transaction in the back account and they could find the exact same value transaction, in their system, on the same day but still needed a receipt as proof of purchase.
I explained that only Nespresso sell this pack and they acknowledged that it was likely that the pods were bought at the store but I still need proof of purchase.
Corporate customer service spoke to them but without success. I get that they have policies but I really can't believe that they were happy for a customer to walk away with such a poor experience and such a poor impression of their customer service.
The Chermside managers were so overly bureaucratic and had such a poor grasp of exercising any discretion in the interests of providing good customer service. It was very disappointing.
And unfortunately this reflects poorly on Nespresso as a whole.
The two managers could take a tip from their one team member who tried to help me but they over ruled her. read more