Advertisement

Take Action!

Reading Time:3 minutes
Why you can trust SCMP
0

The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ...

Frankie Or received an Agnes b. wallet from his girlfriend for Valentine's Day. Yet part of the leather wallet broke six months later, which has shattered his confidence in the brand.

'I write to express my dissatisfaction regarding the poor product quality and service attitude of Agnes b. On February 14, my girlfriend purchased a wallet from an outlet of Agnes b. in Kwun Tong and sent it to me as a Valentine's Day's gift, which cost HK$1,180. However, just after less than half a year, I found the plastic cover on the photo-display area of the wallet was cracked and could not be used anymore.

'So my girlfriend and I returned to the shop on August 11 to seek a solution. However, the sales representative was really rude. She just kept cleaning displayed bags instead of turning to me for a talk when I told her about the situation.

'She said she could not help us and suggested we call the customer hotline. When I rang the hotline two days later, a polite staff member surnamed Tsang listened to our story patiently and promised to investigate the case before giving us a reply. We therefore dropped the wallet in at an Agnes b. shop as suggested by Mr Tsang for their examination. Yet I did not get any response from Mr Tsang after one week. So I had to call again and Mr Tsang said he would let us know the result soon.

'I got Mr Tsang's call on August 21. He told us that they had never received complaints from other customers about this problem, so there should not be any inherent fault in the wallet.

'This is ridiculous. I cannot imagine any products under such big brands and being sold at such a high price could be broken so easily ... So I asked Mr Tsang to report my case to his manager. But it seemed my request went unheeded. 'What I am seeking is a refund from Agnes b. rather than a replacement, since I have lost confidence in this brand.'

Advertisement