the department store Debenhams, and a sub-standard dressing gown that
was having some problems being returned.
Now, just as I am open and somewhat trigger-happy in making my
feelings known when something goes wrong, I like to think I'm equally
open when things have gone right.
I've got to hand it to them. After some initial teething problems
speaking to someone at their head office, a combination of one helpful
staffer and some Twitter exposure got things moving, and the gown was
returned for quality testing at no cost to me.
I was told it would be four to six weeks for testing to occur and a
result to come back, but yesterday I got a phone call from a staff
member at the local store, apologising for the quality of the gown -
apparently it had been found to be faulty - and offering to refund or
A quick visit to the store this afternoon, and I am the proud owner of
a new Rocha John Rocha gown.
They listened to their customer, remedied a situation, and have
re-earnt themselves a lifelong customer. Good show, Debenhams.