Why retail is in decline

August 14, 2009

Dear Sir,

After reading today's headlines – "Shops in 'Crisis' as spending plummets", please allow me to share what happened to me today as a Bermudian "spender" who was trying to spend some of my hard earned money in a local store.

At approximately 1.30 p.m., I went into the Phoenix Store with a couple of friends to purchase some odds and ends. I looked for a particular hair product and found there was none on the shelf, so assuming the store was out of stock, I paid for what I had picked up and left the store.

As I walked by the Phoenix display window, I saw three containers of the hair product for which I had been looking to purchase so I decided to go back into the store to see if I could purchase the same. I located a saleslady and first asked as to whether she knew if there was any more of this product in stock – without looking, she responded that if it was not on the shelf it was out of stock. I then told her that there were three containers of this product in the display window and asked if I could purchase these. She said she would have to ask the manager and left to find the manager. A few minutes later she returned and told me that the manager said there should be more of this product on the shelf. I told her I had already looked and there was not – I accompanied her to where the product is normally stocked and sure enough, there was none to be found ...

I asked the saleslady again if I could purchase the three containers from the display window and her response was "The manager said we cannot sell you the containers out of the display window". I looked at her incredulously and said: "That makes sense – the manager would rather leave the three containers in the display window instead of selling them to a customer!" The saleslady then said: "I guess so." I thanked her and said I realised it was not her fault as she had tried to assist. I and my friends left the Phoenix in disbelief that a manager would refuse to sell a product to a customer because it was in the display window!

I enjoy shopping at The Phoenix and Brown & Company but with this kind of service, why would I want to return or even recommend the store to anyone? There are other choices in Bermuda. Now I will say that the behaviour of this particular manager is not indicative of all the salespeople in the stores as there are some very nice and helpful salespeople who work especially in Brown & Company and the coffee shop upstairs of which I am a frequent patron. It is however, appalling that I was treated this way and if this particular manager treated me this way, how many other people have been and will continue to receive this type of disgraceful customer service?

Perhaps this may be one of the many reasons as to why retail sales are suffering?

CUSTOMER SERVICE

City of Hamilton