Galeries Lafayette Toulouse — Attraction in Toulouse

Fairly regular customer at their Paraphamacie store, the staff had always been polite and the store is reasonably staffed. Like many stores in France you check in your bag or have them check it on the way out, pretty creepy but you get used to it. I wanted to buy aspirin and asked staff near the pain medicine and was told they do not sell aspirin and they suggested a regular pharmacy. On the way out I walked through the security gate and smiled at the regular security person. He mumbles something and I ask him to please repeat. He claims he saw me put something in my pocket on the computer screen. I told him that was not possible, I had not touched a single product, just asked the friendly staff if they had aspirin and left, maybe 3 minutes if that. he repeated that he wanted to search my person and of course I took offense. I told him I was not familiar with the laws in France and I suggested that this was illegal (in Canada you could find yourself on the wrong side of the law for frivolous searches). I asked him which pocket he wanted to search and he could not tell me. I then suggested that he had seen nothing and was making this all up. One of his colleagues then became verbally abusive, suggesting that I had no right to ask about the laws of France and that it was the store regulations. I took off my coat emptied my pockets and asked them what other violation of my privacy did they want. They did not touch my items or attempt to search me. I feel they should have been polite and cooperated in my desire to know if they were protected by french law. They failed to communicate that I could leave or what they wanted, when I left I wasn't even sure they were not going to assault me and try to beat me up. In spite of this bad experience I have to blame the management of this store for very poor training and supervision of their security staff. For such a small store (medium size) they have a lot of security staff and I suspect they have a lot of theft, hence far too much security staff.. 30 to 40% of theft is driven internally and I'm pretty sure the security staff used me as a diversion while an insider connected thief walked out with bags of stolen merchandise. In sixty years I have never been so badly treated and insulted by a merchant. Although the store selection is fine there is virtually nothing that I can't buy online elsewhere. It shocks me that they were so rude with a customer and could not answer very simple questions. Obviously I don't feel safe shopping at the Parapharmacie Lafayette and do not recommend the store chain and the unsafe shopping experience to...

Worst customer service experience in my life.

I went in with my fiancee to buy wedding rings. We spoke with a very polite very young new hire, who had no idea how to sell rings. She went on to ask her managers twice for help and twice they did nothing except publicly shaming her. We were there for over an hour and no one in the whole shop had no idea how to order rings for us. In the end they took our details and full payment (and photocopied the receipt to make sure they have it on file) and said they will place an order next day.

Next day I got a phone call asking me to come over to prove I paid for the rings. It was ridiculous! Not only I paid to them in their very presence, but they also make a photocopie of my receipt! Once I pointed that out, they assured me everything is ok and I will receive an order confirmation shortly via email.

Of course, I've got nothing, so I went to the shop again next day. I asked about the email confirmation and the manager told me in a very rude way that "that's not something they do". Then she went on to blame me (?) that they had a problem with finding my payment confirmation. How is this my fault as a customer? Then she started to blame again the young new hire who was standing next to her. It was horrible. The girl had tears in her eyes while the manager with fake smile kept on saying how it would be different if it was a different employee.

In the end I got my order confirmation, but it took one new hire and 4 different "managers" to place that order. Everyone except the young girl was incredibly unpleasant.

As the cherry on the top, they told me that there will be no notification once the rings are ready. They don't send emails, they don't call, they expect you to check with them personally in the shop every other day. From the very beginning to the very end it felt like they were bothered by us trying to buy something. I absolutely do not...

Bonsoir,

Je profite de ce retour pour vous témoigner de mon expérience plus que non commerciale dans votre magasin des galeries Lafayette et combien j’ai été déçue et frustrée en raison de cet incident !

Mon mari m’avait offert un pull chez zapa qui ne m’allait pas et que je suis venue changer pour finalement acheter une doudoune.

Heureusement, voilà, la seule chose de positive, que je retiendrai lors de cet achat, c’est la gentillesse, la bienveillance, mais surtout le professionnalisme de la vendeuse de chez Zappa, du nom de Nabila qui a été adorable !

Au moment de régler le complément de cet achat, nous nous dirigeons toutes les deux à la caisse qui se trouvait à l’étage et la jeune femme qui se charge d’encaisser tout aussi adorable, a voulu lui, m’encaisser en faisant passer un bon d achat de 40 € qui correspondait à l achat d un sac chez Gérard darel en septembre.

Seulement, qu’elle ne fut pas ma surprise, lorsqu’elle m’annonce que je ne peux malheureusement plus en profiter car il s’est périmé de 12 jours.

Je lui explique que malheureusement je ne pouvais pas me déplacer avant puisque j’avais été fatiguée et hospitalisée, ce à quoi elle répond avec bienveillance et compréhension de me diriger au sous sol ou se trouvent les caisses principales afin de leur expliquer la situation pour tenter de ne pas perdre ses 40€ de bon d achat correspondant à mon premier achat du mois de septembre.

Je rencontre un Monsieur avec lequel j’échange de la situation et qui m’explique que malheureusement, ils ne peuvent rien faire et qu ils ne peuvent pas intervenir, que c est à la direction à Paris que les choses sont décidées, de façon tres froide et impériale.

Inutile de vous dire combien la réponse a été difficile à encaisser et que clairement je m’étais fait carotter de 40€ …

Je remonte en caisse , au niveau du corner Zapa et retrouves les jeunes femmes très mal à l aise suite au retour que je leur communique.

Je leur explique que si mon mari ne m avait pas fait ce cadeau, je leur aurais laissé la marchandise sur le stand , pour le manque cruel de considération et le côté anti commercial de ce genre de pratiques douteuses….. à 12 jours pret ….je bénéficiais de ce qui m était dû (40€)suite à l achat d un sac Gérard Darel, mais non !on m n’applique une sanction infantilisante … !!

La caissière qui me connaît depuis des années( j étais une cliente de longue date) se confond en excuses, la jeune femme Nabila de chez Zapa se désole tout autant de cette situation malaisante vis à vis de laquelle elle n a aucun pouvoir.

J ai réglé le prix demandé, je suis repartie avec le goût de l amertume et le sentiment très désagréable de m être faite traitée comme cela….

Je vous informe que vous n’avez pas seulement « gagné ou économiser 40€ » vous avez perdu une cliente qui est elle même commerçante de la place du capitole et qui n a jamais vu si peu de considération envers la clientèle….

Je ne manquerai pas de faire la publicité de vos procédés qui feront certainement réfléchir à 2 fois, ceux qui seraient tentés de dépenser leur argent dans votre enseigne. Ce n est pas ça le commerce mais à ce que j en juge, je ne suis pas la seule à me raviser au vu des chutes des ventes du magasin…. Le commerce c est un métier , quand on ne le maitrise pas, il ne faut pas s étonner des répercutions désastreuses qui en découlent ….

Avec toute ma sidération, Mme Stéphanie Allouch

Ps: Heureusement que vous aviez la chance d’avoir une jeune femme de qualité comme Nabila car je pense que ma réaction ce jour là aurait été beaucoup plus virulente.

Je vous donne la réponse du service commercial des galeries Lafayette qui confirme leur procédure et leurs politique...