Kathmandu

Complaints

Customer Service Manager Kathmandu Rouse Hills, NSW Dear Customer Service Manager, I hope this letter finds you well. I am writing to express my disappointment and frustration regarding a recent experience I had at your Kathmandu Rouse Hills store on [Date of Visit]. Despite my efforts to resolve a refund issue in a courteous manner, I encountered unacceptable behavior from one of your receptionists, which has compelled me to bring this matter to your attention. On [01/06/2024], I visited your store and purchased a product valued at $192.00. Regrettably, upon returning the product on 21/6/2024 in pristine condition and providing both the receipt of payment and proof of payment from my card, I encountered unnecessary hostility from the receptionist at the counter. Despite my clear evidence, she was aggressive, non-cooperative, and extremely rude throughout our interaction. Furthermore, I was disregarded and ignored while standing at the counter, which made the situation even more uncomfortable and unprofessional. This experience was one of the worst customer service encounters I have ever had, especially considering that I had acted in good faith and followed all necessary procedures. It is important to note that the receptionist seemed unaware of the fact that virtual and physical card numbers do not always match. This lack of understanding suggests a need for proper training in dealing with customers and handling refund processes effectively and respectfully. I believe in the quality of Kathmandu products and have been a loyal customer for a considerable time. However, the treatment I received contradicts the standards of customer service I expect from your reputed establishment. In light of this incident, I kindly request a review of your customer service protocols and training programs to ensure that all staff members are equipped to handle similar situations professionally and courteously in the future. I appreciate your attention to this matter and look forward to your prompt response. Please feel free to contact me at 0466559850 or via email at ajaysinghfz@gmail.com if you require any further information regarding this issue. After another male staff member easily understood my problem and refunded me after 2 hrs but the experience i faced will be unforgattable. Thank you for your understanding and anticipated cooperation. Sincerely, A.Singh