Fossil Group

Dear Fossil Board,

Let me start by telling you that I love your products and I've been loyal to the brand since 2009. My first purchased of Fossil watch was a memorable one, it was a reward for myself for working at a young age and on top of that being the breadwinner of the family. I started my online business just this year and I sell Fossil watches because I know it's really a good product base on personal experience and it never disappoints my clients.

But tonight is a different experience.
I am writing to express my disappointment about JANINE working at Fossil Vancouver Designer outlet. I came tonight(August 9 8:30pm) to purchase some watches. I approached JANINE and showed her the photo on my phone if they have it. Instead of accommodating me she gave me an acceptable attitude and she was RUDE. This is the third time she was acting like that towards me. I have spoke to the manager about her and told her that she (JANINE) was being SARCASTIC, UNPROFESSIONAL and UNAPPROACHABLE. I remember the first time she was giving me an attitude with an angry tone of voice like she was trying to push me to the other cashier because she said "SHE WANTED HER SPACE TO BE CLEARED" and all the watches I purchased she was putting away like almost banging it on the counter. There were line up at that time people can hear how she treats me and since I am a believer of "Choosing your battle wisely" I let it slip away. Bu the next day I was able to mention it to Pawan one of the Managers there and she told me she had a talk with her and it won't happen again.

Second encounter was expected since I just had a talked with the manager about her. She was rude and she was unapproachable. And that was unacceptable attitude while dealing with the customers.

Tonight, I had enough of her UNPROFESSIONAL ATTITUDE towards me. Instead of helping me out while I was inquiring about some watches she said on a SARCASTIC WAY "Whatever is in there is what we have" So I showed her the photo in my phone and instead of looking or at least making an effort to check or look in the shelves she gave me an attitude as if I am disturbing her fixing the box she was holding. So I told her, " that's why I'm asking you and showing you this because you know better right" I even told her why is she always mean and rude to me and whats her problem with me. I also said I am still a customer and she doesn't have to treat me that way. But then again instead of apologizing she gave me a frown face. So I said I will make sure to file a complaint against her because of her attitude and yet again she said "GO AHEAD". I wonder if she even went on graining for customer service? Does she even know what work Ethics means?

I was very DISAPPOINTED and UPSET on how employees are acting like this which changes my impression of how good the product is. Aren't your employees trained how to be polite and deliver customer service properly? There are people who are jobless now because of the Pandemic who deserves her position even more.

Just because I didn't confront her attack during the first and second time doesn't mean I won't speak up. I demand for disciplinary action about this and I demand an email on how the management is going to fix this instances.
If she cannot change her ways on how to deal with the customer better find another job.

I work only for 2 company in 15yrs. First was at Sofitel Philippine Plaza a Luxury and five star hotel. Second is at JW Marriott Hotel another luxury hotel. I was trained with a Vision of "Taking care of your employees and they'll take good care of your customers". Maybe it's time for the management to have their employees undergo a customer service training.