1/5 HK Projects I. 2 years ago on Google • 9 reviews
Terrible
customer
service
&
lack
of
elementary
politeness.
On
June
26,
my
wife
and
I
drove
from
Antwerp
to
Düsseldorf
for
some
shopping.
A
vast
stop
has
been
FRANZEN
(so
did
our
family
generation
before
us).
We
ended
up
at
17:15
in
the
shop.
This
time
it
proved
to
be
our
last
one
as
this
shop
is
not
what
it
used
to
be
anymore.
The
sparkle
of
this
shop
is
gone.
The
very
bad
service
and
old
collections
are
to
blame.
The
carelessness
of
the
owner
(the
son
of
the
house)
and
the
lack
of
customer
service
is
obvious.
Most
of
the
staff
has
lost
its
sparkle
as
well.
The
old
generation
of
staff
has
clearly
no
passion
and
does
not
seem
to
understand
what
their
upscale
shoppers
expect:
good
service.
The
lady
at
the
Baccarat
corner
seemed
busy
on
her
computer
and
therefor
“forgot”
to
answer
friendly
shouting
“moment”
in
German
where
it
should
have
been
“moment
PLEASE”.
A
young
-well
dressed-
friendly
staff
fortunately
quickly
served
us
and
informed
us
about
Christofle’s
latest
arrivals.
My
Japanese
wife
and
I
quickly
decided
and
bought
some
Hermès
tableware
for
our
new
office.
At
the
cash
desk
everything
went
wrong
when
I
asked
to
be
registered
as
an
international
company…
The
old
staff
had
difficulties
in
registering
our
new
company,
but
we
could
place
this
as
‘not
everybody
is
good
at
IT’.
This
lady
sold
us
some
of
the
products,
so
nothing
bad
about
her.
However,
I
cannot
tell
anything
good
about
the
cash
desk
boy
-dressed
as
a
tourist
in
jeans
and
a
t-shirt-
and
with
an
attitude
that
does
not
fit
a
shop
that
wants
to
position
itself
as
a
“luxury
store”…
An
elderly
lady
next
to
us
could
not
hear
how
much
she
had
to
pay
for
her
candles.
The
boy
shouted
“32
EURO”
without
a
decent
“PLEASE”.
The
boy
scanned
our
tickets
after
we
finally
had
a
new
client
number.
The
price
ended
up
over
1850
EUR
which
made
me
surprised,
as
Retail
Experts,
my
spouse
and
me
were
well
aware
how
much
the
total
had
to
be…
I
friendly
asked
“how
do
you
get
to
this
amount,
could
you
say
what
you
have
scanned…”.
I
immediately
was
answered
impolitely
“I
cannot
see
it,
I
have
just
thrown
away
your
tickets…
first
you
need
to
pay
and
then
we
can
see…”.
So
I
paid
and
was
sent
to
his
(friendly)
colleague
next
to
him.
She
quickly
noticed
the
boy
had
made
a
mistake.
The
owner
was
the
whole
time
behind
the
desk
and
just
watched
the
scene…
He
was
more
busy
in
ringing
the
bell
via
the
intercom
to
announce
the
clients
had
to
get
out
as
soon
as
possible
because
it
was
6PM…
Not
the
service
you
would
expect
in
a
shop
that
tries
to
target
a
“wealthy
clientele”.
One
would
expect
a
friendly
announcement
saying
“Dear
Customers
we
are
almost
closing,
we
invite
you
to
our
cash
desks
and
are
looking
forward
to
seeing
you
again…”.
No,
at
Franzen
you
get
an
ordinary
ring
tone
via
intercom
trying
to
chase
out
clients
because
it
is
Saturday
6
PM
and
we
want
to
go
home!
Forget
about
Customer
Service!
“Get
out
of
here,
the
sooner
the
better…”
When
the
staff
noticed
the
cash
desk
boy’s
mistake,
I
immediately
addressed
myself
to
the
owner
asking
him
if
this
was
his
idea
of
“Customer
Service”?
I
knew
that
the
bill
was
wrong,
but
was
refused
help.
Instead
I
had
to
pay
first
and
was
only
helped
then…”.
Furthermore
the
way
the
cash
desk
employee
answered
was
wrong,
rude
and
clearly
a
sign
that
he
did
not
want
to
work
longer
as
it
was
7
minutes
after
6PM!
The
owner
clearly
did
not
inherit
his
parents’
customer
friendliness
that
we
could
experience
long
time
ago.
It
is
not
because
you
wear
an
Hermès
belt,
that
you
know
how
to
treat
clients
that
are
experienced
luxury
shoppers!
The
owner
was
not
keen
on
expressing
their
regret
for
making
a
mistake
and
clearly
could
not
handle
us
criticizing
his
lack
of
service
and
the
bad
customer
service!
Finally
the
boy
refunded
our
money
on
our
credit
card,
scanned
the
products
a
second
time
and
let
us
pay
for
a
second
time.
During
this
process
the
boy
was
sighing
the
whole
time:
again
an
example
of
extremely
bad
customer
service.
The
owner
was
standing
next
to
him
and
said
in
German
“calm
down”…Very
professional
Mr.
Franzen!
Mr.
&
Mrs.
BERVOETS
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