Before I formally start this I’m going to say please read my last post. It was all about my purchases from Inglot in Cambridge and I absolutely love what I bought. While I do love the brand, I have one thing to complain about in terms of the store: The staff and customer service. I wasn’t happy with the fact that being the only customer in the store at the time, the two sales assistants were standing around the shop speaking in Polish as I was choosing my colours for my Freedom System… I considered this to be extremely rude, no? When I finished finding my colours, I then had to interrupt THEM to tell one of them that I’d finished and that I’d like to pay. I, being the paying customer and ONLY customer in the store, shouldn’t have had to be the one to feel like I was interrupting anything! I feel slightly outraged actually. When I got home, I decided to email Inglot saying that as much as I love the brand, and I really do, and how happy I was with my purchases, I found the staff to be rude enough to be speaking in another language in front of me. That email was sent on May 12th and I am yet to receive a reply… I’m not holding my breath. Below is a copy of the exact email I sent:

Dear Sir/Madam,  I am writing as a loyal customer and genuine fan of Inglot with regards to my recent excursion to the Cambridge branch where I was excited to finally visit my favourite makeup brand’s store for the first time. After previously purchasing products online, I was eager to visit the store in person. While I was thrilled with the actual shop; the testers were clean, surfaces shiny and staff available to help; I also found that on one occasion while choosing eyeshadows that I was slightly put off. This was due to the staff seeming vacant when I was the only customer in the store as the two shop assistants were huddled together speaking Polish, of which I could not understand. While I’m sure they were talking about work (they were both pointing at lipsticks), as the only customer in the newly opened store at the time, I felt alienated as a paying customer. At one point, I needed assistance with choosing my colours for my freedom system palette but I felt, bizarrely, like I was interrupting THEM. While I did make a purchase and very happily so, I still feel like I would be more comfortable purchasing my favourite items online rather than visiting the store after the way I felt.  Anticipating your kind response.

Regards

Hannah Stocking

The fact that I haven’t even received a reply to my email is bugging me, I expected a lot more from the customer service of Inglot, it has to be said. I am disappointed in the brand after experiencing this, not enough to put me off shopping there, but it will make me view the company in a different light. Are any other brands or stores that you’ve had a bad experience with? What happened? Let me know!