I am writing this letter as a form of complaint about the treatment I received at your...

GetHuman-arfasolo's customer service issue with Michael Kors from December 2018

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The issue in GetHuman-arfasolo's own words
I am writing this letter as a form of complaint about the treatment I received at your store at the St. Catharines On. Canada Outlet Collection on Tuesday, December *, ****. *I was visiting your store in order to return a bag that I had bought on Sunday, December *, ****. After purchasing this bag along with another bag and a dress on Sunday, I returned home to find that the bag I had received is not the one that I had purchased, but was in fact accidentally switched out for a less expensive bag. *When I attended the store on Tuesday, I spoke to the same representative who had helped me on Sunday, a representative named Roxana. When I explained the situation to Roxana, she confirmed that she had dropped off the correct bags at the register, but admitted that it was likely that the bags had been accidentally switched. *At this point, Ms. Taylor, who identified herself as the supervisor of the store, arrived and informed me that she was going to address the issue because she needed to investigate the situation before coming to a solution. She left for several minutes, so I went to a different store because I had other errands to run. *When I returned in ** minutes, Ms. Taylor was still unable to give me any solution, and I was informed that she was going to escalate the case for her bosses to investigate because I had appeared at the store with a bag that I had not paid for. In other words, she was insinuating that I had stolen the bag or was conducting myself in a way as to raise her suspicion. I was told that I would have to wait about five days to have a resolution of the issue. Unfortunately, I am leaving the country on the weekend, so I informed her that I could not wait for five days. When I told her this and asked for a faster solution, she just kept repeating the same thing over and over and asked that I leave the store, pushing me and threatening to call security. *At this point, security arrived and asked me to leave the store, which was very embarrassing for me. This also caused me to panic because English is my second language and I was not sure what was going to happen. I refused to leave because I was never given any solution for the mistake made by your representatives on Sunday. I was being treated as though I were a thief, creating an extremely humiliating situation for me. Because I was refusing to leave and demanded that they respect my rights, security insisted that she also call the police. *At this point, I called my daughter and she told me to wait there for her to come help because her language skills are much more fluent than mine. I told security that she was coming to get me, and they insisted that I leave the store and wait for her outside. *When my daughter finally arrived, the supervisor explained that there would have to be an investigation into why the bag that I had brought was not the bag on the receipt, but the fact is that she treated me like I was a thief because I showed up in the store with the bag that was given to me by your employees on Sunday, which did not match the receipt. My daughter has excellent English skills, and she explained the situation to her. However, the supervisor would not listen to the explanation, and when asked to review the surveillance in order to resolve the issue in a timely manner, she accused my daughter of screaming at her, threw the receipts back in the bags violently, and left us. *The police then arrived and my daughter explained everything to them. Your supervisor then gave the police her version of the events. The officer ended up asking her to accept all of the items and return the money back to us, which she ultimately did.*I am thankful that my existing health issues were not exacerbated by the stress caused by my visit to your store and the subsequent treatment I received from Ms. Taylor. Due to a health condition I would prefer to keep private, I have been instructed by doctors to avoid stress-inducing situations, a fact that I relayed to your supervisor on multiple occasions. I was fortunate that there do not seem to be any lasting effects from the events at your store on Tuesday. However, I am not asking for a handout with this letter, nor am I demanding damages for any emotional suffering that I endured. The true reason I am writing this letter is because, after taking some time to collect my thoughts and settle my emotions, I feel that it is necessary to express to your company that I deserve respect as a customer and I do not deserve to be treated in this way. I feel that you should be aware that the way I was treated by your supervisor violated my dignity. Basically, your supervisor insinuated that I was stealing, which is an affront to a person’s dignity in my culture. Consequently, as a customer in your store, I felt humiliated and I felt that I was being treated differently because I am an immigrant who is not as proficient in English as your employee would have liked. It was my understanding that Michael Kors trains their personnel to resolve issues surrounding returns and deal with the public in a professional manner, in a manner that would not escalate to the police being called. As such, I felt that it is imperative that you hear about my experience so that you may take whatever action you feel is appropriate. I would hate to think of other people having the same experience as I had when I visited your store on Tuesday.*Thank you for your time.****** LOZANO*Email: *****@***.com*CEL: **********
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Michael Kors

Customer service issue
Reported by GetHuman-arfasolo
Dec 6th, 2018 - a mon ago
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GetHuman-arfasolo started working on this issue
Dec 6th, 2018 12:05am