Gucci - The Exchange TRX — Local services in Kuala Lumpur

It was my first visit yesterday with my 6-year-old nephew at the store, and I had the worse treatment ever from a luxury retail sales associate.

I don't know his name, but he was a young, 185cm tall, slender, fair-skinned Chinese man with short dark hair and middle parting who didn't wear glasses. He never greeted us or gave me any recommendations and he didn't once smiled or looked happy, which made me feel unwelcomed. He kept following me and my nephew everywhere in the store at a close distance, as we tried on sunglasses and as I looked at bags and clothes in both men's and women's section. My nephew got tired of walking and wanted me to sit on one of the stools by the watch counter so he could sit on my lap. After we sat for 30-60 seconds, that male sales associate started to ask me, "Are you waiting for someone?" I said that I'm waiting for my parents (which is true, my parents were walking towards the Gucci store far behind us). He then asked, "You're waiting for your parents? They are coming to the store?" as if he didn't believe me. I said yes, but then I got so uncomfortable and judged that I left.

Gucci could have made an extra RM1,800+ sale that day because I was actually considering to buy one of its sunglasses, if it wasn't for that standoffish and rude male sales associate with a judgy,...

i will like to compliment one staff named : Gibson Wang. i am amazed by his service tender to me n my wife. My wife is alway dilemma to choose things n he make the extra mile to help my wife analyse what her main concern in design or fashion. i pretty happy to see my wife greatly enjoy at the outlet in TRX MALL. his patience n professional service make me stay longer n finally decide to buy. This is what a good customer service should provide. Normally patrons will not buy if cannot stay longer. With that, we enjoy his service. The manaememt should give him a good pat on his shoulder cos i alway buy branded stuffs but his service prompt me to buy the brand he carry up for his company. well done. keep it up. thank for your excellent service. i not boasti g, this is my 1st time i visited this shop n served by this...

Gucci’s customer service is extraordinary. Although they do not have an online store in Malaysia, but they went their extra mile for me. I called the customer service to ask if they could help send me a wallet that I would like to purchase and I was referred to Gucci TRX, Mr Shawn Sim. He put in so much efforts in making my purchase so seamless and carefully took a video of the wallet to ensure that I know what I was purchasing. From the ordering to receiving the product only took less than 3 hours.

To Gucci management, I do hope that you will recognise and reward your excellent employees. As it is I have always been a loyal fan and customer of Gucci but this experience has definitely made me an extra loyal. Keep up...