Bentley shoes & luggage in Devonshire Mall in Windsor, Ontario
http://secure.onlinebags.com/Product/Default.aspx
www.onlinebags.com
www.shopbentley.com/
1-888-447-9380
So I’ll try to make this short.
I was on the hunt for a new purse, & I needed a specific type with lots of pockets. Amazing how the purse industry still hasn’t made a good quality purse that has this feature.
Anyway, I went to Access – 519-972-7557 who I later found out is owned by the same company as Bentley, & they didn’t have anything.
I went to Bentleys, & spent a fair amount of time in there trying different purses.
The 2 girls there tried to help me, but every purse I tried was just too small or so cheaply made, that I didn’t want it.
What I was trying to do, was move all of my stuff from my current purse to the new purses to see if everything would fit.
This was all done on top of this HUGE bin of purses, but the girl who helped me knew which purses she was giving me because she had to get them down for me.
I finally gave up after nearly an hour & continued to walk around the mall trying to find a store that would have a purse for me.
I must have gone to another 5 stores until I finally came across a high end shoe store. I think it was Aldos.
I tried a couple of their purses & finally settled on one no thanks to the somewhat snotty girl behind the counter who could have cared less whether I purchased or not.
I transfered everything into the new purse & then walked to an area where I threw out my old purse.
I was very exhausted at this point having walked around for hours trying to find a purse.
Then all of a sudden I thought to myself (where are my keys???)
I quickly found a place to sit down, went through the new purse, couldn’t find my keys & started to freak out.
I went back to the old purse, took it out of the garbage & nothing.
I was really freaking now, I’ve only ever lost my keys once when I was 18 & on a roller coaster where they flew out of my pocket, so it’s not normal for me to lose my keys or much of anything for that matter.
I figured they had to be at Bentley’s, so I went back & asked them if they found the keys.
They said no. They went to go look in the purses that I had gone through & they said it wasn’t there. They didn’t bring out the purses even though I wanted them to, they went to the back & went through them.
How they moved them all to the back in the short time I was gone was beyond me, but I had to trust that they cared enough about me & actually looked.
That bin of purses was also GONE. I looked everywhere, including where the wallets were because I had gone back to buy a wallet from them after I bought the new purse.
I was exhausted, drained, & my son was running around the mall trying to find them.
Aldo’s didn’t have them, the lost & found didn’t have them, we hoped that someone would turn them in at the end of the night, but no one did.
We lived 50 minutes away by car & I didn’t have the money to pay for a taxi to drive us there.
I must say that the Customer Service booth was wonderful. They were caring, tried to come up with several solutions to help us all the while I was in a ton of pain from having stood on my feet for so long.
They were even willing to provide me with a taxi chit, but then finally someone came up with the name of a guy who could cut a key for me if I called GM to get their emergency package.
I didn’t need this emergency road side assistance package because I already had one with Costco, but I had no choice, I forked over $95 for this just to get a key cut & for me to get into my car. It was now 10 pm, hours after we had wanted to go home.
Over the next month I had to get myself a new key cut (the one the locksmith guy cut was just a backup & was too small), & had to buy a new keychain.
We lost the door opener & to replace it would have cost me $140 + tax, something I didn’t have, so we went almost the entire winter with NO door opener freezing my hands trying to get the key in the hole.
Then all of a sudden 3 months later I get a call from Blockbuster.
I had lost all of my membership key thingies that were on there too & had to cancel my Blockbuster number.
Someone had found my keys (FINALLY) & for some reason either called Blockbuster, or the girl from Devonshire Customer Service used to work at Blockbuster & she called me. I never did get that end right.
I made a trip into Windsor to finally get them, I was sooooo happy.
Sure enough, this woman bought a purse from Bentley’s & the keys were in the purse. She was from Hamilton of all places & was nice enough to get the keys back to the Devonshire Customer Service. I did eventually e-mail her to thank her, she had e-mailed Devonshire, so they kindly gave me her e-mail address.
I was upset.
The keys had been there the entire time & I had gone back to Bentley’s, not once, but twice & the girls there were too lazy to look in those purses.
Because of this, I lost around $135 buying things I didn’t need, AND hours of stress & pain, because even afterwards I ended up spending time getting back my membership cards, etc.
I called up Bentley & spoke to a woman at customer service. Turns out she is the only one there & the office is in Montreal.
I was very disappointed with the outcome.
They refused to reimburse me for anything, the district manager for that store never even bothered to call me after talking to the 2 girls that worked there that night & I doubt they were even reprimanded, assuming anyone even talked to them at all.
Yes it was my fault for not being more careful, but it was an understandable mistake.
In the end Bentley’s solution to the problem was to send me 2 10% off coupons which was a joke.
I spoke to the customer service women a 2nd time, & she refused to let me speak to the President.
Anyway, I will be boycotting Bentley’s Shoes & Luggage from now on. Their products are of very low quality, & so is their staff in helping customers.
To all women out there, be careful when transferring items from one purse to another. I don’t wish that experience on anyone.
It’s unfortunate that you had to go through this experience but it’s unfair to bad mouth Bentley over it. Get over it and be more careful next time…
While you have the right to your opinion, so do I, & I’m over it, but others have the right to know how the employees & higher ups at Bentley treat their customers.
I knew I had left it in there, so just because I wasn’t as careful & mistakes do happen, doesn’t mean I deserved to be treated in this manner & that another customer had to do the job that the employees of Bentley should have done in the first place when I went back to ask them to search the purses.
Thank you
Honestly, you need to give your head a shake. After spending who knows how long with you as you transfer all of your stuff into a bunch of new purses, each time getting down new purses for you to try. Because they couldn’t find your keys that makes it the worst customer service ever? Here’s an example of someone like yourself treats people. I work in a hotel, I run around all night getting towels, fixing the guests heat, answer all of their questions such as directions and good restaurants and all of this for the same guest. Its the middle of winter and they forget to plug in their car in -30 temps. Then they come to check out at 6am. Low and behold their car won’t start. I don’t have a car so can’t give them a boost and no one else is around to help at 6am. So I offer to call a taxi service I know can give them a boost for about $15.00. They say this is your idea of helping me, to call a taxi service that charges a fee. Now this is the one thing they latch onto as being my crappy customer service. never mind all I did for them before that. Because of this one thing I know nothing about customer service, and you are just like that person. Never mind the help they gave you leading up to that point, the fact they couldn’t help you find the keys that you yourself mistakenly lost, now they’re all terrible at their job. Too bad that people like to blame their own carelessness on others. Like you said hey its just my opinion.
A few things to Cabby’s response:
1. Please stop projecting your issues with customers onto me. I am NOT your customer from the hotel you worked at. Every human being is different, so to compare me to them is immature & not even logical.
2. If you are the one who served me at Bentleys (you sound like you are), it is NOT my problem that your store puts the purses 9 feet in the air so no one can get at them. Your job was to hand me the purses.
I believe I was handed 3-4 purses. If you think that’s a HUGE deal, then you should get a real job. My god, these kids these days complain about absolutely everything including doing their job.
3. I never shirked responsibility for me losing my keys, what I said was that the staff (maybe you) REFUSED to really help search for them when I went back twice.
I knew they didn’t feel like helping me, so they didn’t, & it was their job to help someone if they lost their keys there.
I even offered to search all the purses if they brought them out, but they refused.
So it doesn’t matter whether it was my mistake, what matters is how I tried to correct my mistake & couldn’t because of the staff.
Learn how to read & understand the FULL story. They had a responsibility to help me & they didn’t. Had they really searched, they would have found the keys like the other customer did.
It seems like a lot of people are sticking up for Bentleys which I find amusing & very strange. Do these people all work there?
Don’t you get it, if I never went back to the store TWICE, then no problem, it would have all been on me, but I did, I spent hours exhausted & in pain searching an entire mall & they were right there in the Bentley store.
Michelle
Sorry if it came across too harsh, no I don’t work for Bentley, I am sorry if they refused to help. I guess my main concern is that a big percentage of the people I deal with on a regular basis never think its their own problem or that every problem they have is something I should be able to fix. I once had a guest have a problem with Air Canada. I finally got them in touch with someone from Air Canada customer service and since that person couldn’t help them it became my problem, again no matter that I did all I could, even being on hold with Air Canada for 20 minutes for something that had nothing to do with our hotel. Sorry if I got the wrong impression from your post.
Also I did read the whole post, and it just makes you sound like a whiner. I’m sure you were being a pain in the ass and they reciprocated that by not helping you. I love the people that come to me and while I’m being friendly and actually having a pretty good day. Even before I have a chance to open my mouth to help them I’m wrong and unhelpful.
Thank you for the apology. It means a lot to me.
I applaud any hard work you give to customers. I know that one has to work very very hard in the hotel industry. I used to work at a hotel when I was in my early 20’s.
When someone who is a stranger to a city needs help, the hotel staff is the first person they go to b/c they have no one else & the hotel staff is there to make their stay the very best.
Maybe next time have your supervisor help the difficult ones.
Take care
Michelle
Hey, I don’t think your a pain in the ass either though its 3am here and I have been up since 7pm sat night. Can’t sleep. Its funny though since if your having a bad day at work it rubs off on everyone. They might have been having a bad day themselves and couldn’t bother to help. Its hard to tell tone on the internet, sure I wasn’t there so don’t have the full picture.
🙂
I’m not going to approve these nasty posts I’ve been receiving, but after getting 3 of them in the last few months, I question WHY these people (or maybe it’s people from Bentley) are such mean people. None of the others posts on this site create such venom, it seems ONLY this one.
Very interesting that it all centers around Bentley.
And as a side note, last year I had to go back into Bentley since there’s no other purse/luggage store in the Windsor area that I know of & the girl who served me was very nice. I think they’ve retrained their staff to be nice to customers now (or they’ve hired new ones). I did have to call the head office again because of something & I had to deal with the same woman as last time. While she eventually did what was needed, there were communication problems & it wasn’t as smooth sailing as I would have liked.
My point is that I wanted to acknowledge the 2 nice sales staff in the store.
Just thought I’d be fair (as always) & state that.
Here are the venomous posts & it shows how kids or people these days feel about work & customers… (very sad)
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“We would’ve helped you but you were too busy chomping down on donuts to notice us handing you a purse.
And we know our products suck. We also don’t care about customer service when the customer is stupid enough to leave their keys in a random purse. That’s your problem, not ours, finding your keys, which you put in the purses yourself, which you forgot on your own, is not in our job description.
We lol about your keys lots. We found them five minutes after you left and it made our day. I’m so happy I stumbled onto this post I couldn’t believe that I was the person in your story! Thanks for being retarded!”
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“Wow michelle sounds like a whiny bitch that blames other people for their own problem. maybe you were being a bitch to them thats why they didnt care. however in the end you put your keys in their purse and left. you walked away after doing that, so you do have the blame in it. i dont think you should of gotten any coupons for your own mistake.”
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“I just read this blog and really???? You have got to be the most pain in the ass customer anyone could possibly get in their store! OMG! Why on earth would you put those poor girls through that torture and trying a million purses? Do you have no concept of what other people go through working in a store like that? Give your head a shake! Seriously! I`m glad you lost your keys and went through all that, you deserved it!”