Hi all, long time lurker first time poster here. We were interested to purchase a watch pre-SST and this happened. No direct names will be mentioned here (not in PM as well) but do let me know if anything is out of line mods. For reference, the watch in question was a P.P. moonphase that we really wanted for a
while REALLY LONG TIME.
Storytime:
We were initially referred to a certain sales staff at a P.P. AD in KLCC by a colleague during our first real venture into tier 1 luxury watches, having owned a P.P. prior but did not really appreciate or understand what it was long ago. Fast forward, we were happy to be serviced there and bought our 2nd P.P. from them without much hassle. Staff were knowledgeable, helpful and not pushy although the shop requires confidence to walk in.
So, during the no GST period, we were shopping ('gatal') around for another Tier 1 watch and decided that it would be a P.P.. We were in contact with our referred staff throughout the period and was on the verge of purchase but could not make it on the 31st due to commitments, although given the assurance that the price 'should' hold. After all, you cannot increase your price stating sales tax on the 1st anyway because the current stock did not pay any sales tax.
We were told by our referred staff on the 1st that the agreed discount was void due to an upper management decision, effectively increasing the price. To their credit, they do have the right to change the price without prior notice but the timing was quite convenient. Of course we were quite annoyed but asked if they would still honour the agreed price pre-1st. However, management would not change their minds so we just went to our friendly local competitor AD in Pavillion and bought the same watch on the same day.
Turns out that the AD in Pavillion was better, their sales staff stating 2 sentences that swayed us instantly:
1. Making sure that the customer walks out enjoying the luxury goods, without asking for more payment. For the first time, we were not asked to purchase additional accessories for a watch that did not fit using the original.
2. There was a minor hairline scratch on a non-critical part of the watch which we asked about. We usually expect the SOP of chalking it to manufacture defects and "just like that lah", not really offering anything to solve the problem but this time, the sales staff just said that he/she would pay for the polishing if we wanted in the future. Ding Ding, loyal customer!
In the end, management for luxury chains should take a look at their policies and ask, is it really worth it to lose the confidence and trust of a customer(s) over something simple like honouring an agreement? All we know is that future purchases and recommendations will be going to the AD in Pavillion.
