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Terrible customer service experience at Dainese SF

mike@dainesesf said:
Sound, solid, and appreciated advice and close to my normal course of action. I was a bit thrown off by his demeanor in the store which did not make me most helpful, admitted.
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hahaha...believe me, I understand being in a situation with a frustrated customer and feel for ya. Sometimes just the frustration in knowing that the customer has a valid point but it is going to be hard to deal with can add to the frustration.....but.....when you work in retail that is part of your job. You are not being paid to simply ring out customers when they walk up to you and put something on the counter.....you get paid (esp. as the asst. manager) to deal with the tough situations:thumbup

I have not heard bad things from DianeseSF ever before.....probably won't hear many situations like this again from there....but like they say, one rotten apple spoils the whole bunch. It is not a matter of what you can do, what your store policy is, or how irrational the customer is......it is a matter of how you deal with the customer. I have found that if you talk to people like you would like to be treated you can even keep a smile on the face of the customers when you are unable to get them exactly what they want. If someone comes in previously upset....sometimes all you need to do is take a certain tone of voice and you can light their fuse. Remember, everyone is always expecting to get screwed....once they smell the screwing coming they are gonna pop...as you probably would if the situation was reversed:thumbup

FTR.......I have probably pissed of dozens of customers over the years simply because I was in a bad mood and they were in a situation without a simple solution.....so I definitely can feel for ya.

I think the OP and Mike should resolve things together (through the manager) to make sure that the lasting impression of each other is accurate and not marred by this one transaction.

Good luck to all involved.
 
first off, sorry to hear about your misfortune on your boots purchase from the Dainese SF store. But i have to say that i have never encounter such a situation like that from any of the staff members from that store. i have dealt with Mike many times in the past and he has always been friendly and helpful toward me. even when i bought a winter jacket from the Dainese store in southern cali, Mike was helpful enough in taking the return back at the SF store.

but then again the customers knows better how the product fit or does not fit when they wear it. i would think that anything that is defective can be sent back to Dainese themself for a credit but then again i'm not in retails so i wouldn't know for sure.

Mike, thumbs up for the service you have provided to me.
 
OP, I hope that you get a least a new pair of boots since that's what you went there for initially to replace the defective ones.

As for Mike and Dan, I think they're both a couple of good guys who have always been more than helpful with me every time I've been there.
And if either one of them is reading this... thanks again for all the hangers! :teeth
 
These $200 boots probably cost Dainese $18 to make.

Write them a letter, on paper, in the mail, exppaling the whole thing.
Ive gotten new helemets, ice skates, bike parts, skate wheels, for free all from telling htme how i love the company but got a defective product....and that I still wnat to purchase from them....and I still do.
 
i should be working, but this thread is too funny!
although i do side with OP.
 
I haven't read every post in this thread so I apologize if this has already been said, but as far as the "no original packaging" issue is concerned, how hard would it have been to exchange the boots for a new pair, put the defective pair in that box, and send them back? :dunno
 
theAmazingKickstand said:
These $200 boots probably cost Dainese $18 to make.

Write them a letter, on paper, in the mail, exppaling the whole thing.
Ive gotten new helemets, ice skates, bike parts, skate wheels, for free all from telling htme how i love the company but got a defective product....and that I still wnat to purchase from them....and I still do.
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This.

I will forever be an Oakley customer due to how well they have treated me in the past. Unbelievable customer service.
 
...and yet, despite a 7-page BARF thread, those of us who've been to the D-Store will return... :|
 
Perfect reason why I won't buy from Dainese SF, because of their employees high and mighty attitudes towards customers and potential customers. Not just this thread but several others and the store itself.

The guys at Cycle Gear have positive attitudes and they don't put you through the ringer if something doesn't fit right.
 
+1 Cyclegear. I have never been to the dainese store but cyclegear never disappoints.
 
I wore a pair of gloves for about 3 months / 4000 miles that I'd bought at CG, when the stitching came out of the finger. They took the gloves back, and gave me back the 20% off coupon I'd used initially, to use on a future purchase, as they had no others in stock my size.

Never had a problem with D-Store and will continue to go there, but will be a bit more wary of their return policy. If I can buy the same product at CG for the same price, knowing if it shows a defect 3 months down the line one shop will take it back no quibbles, that is a no brainer...
 
+1 on CG. I recently discovered how awesome their return policy is.

Also, they didn't give me any crap about whether I had the original packaging or not.
 
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