What practise I actually do every bit a customer if I want to return or exchange goods purchased in the shop, but the period expires before long or has already expired? Tin I still accomplish someone in the shops who could perchance give me information or help me? We take simply tried it and randomly called over 30 major fashion retailers throughout Germany–from Hamburg to Munich, from Cologne to Berlin. While some chain stores kept a dial tone on the line, others had an automatic bulletin on record or a direct forwarding to customer service or the online shop. We were astonished that big chains such as C&A, COS, Nike and Zara only had a ring back tone. Especially here 1 would have expected the customer to receive an automated proclamation with reference to the online store or similar.

This shows how differently companies deal with the current situation and, above all, in what form they want to maintain customer communication. Fifty-fifty if information technology'south just a call–companies should not underestimate the effect it has on customers when they but hear a beep on the other side of the line or talk to an extremely nice customer service lady who listens, is understanding and can help. Even pocket-sized gestures shape make association. Especially now, when concrete contact with customers is excluded, brands should exist even more interested to accomplish them through other channels. Fifty-fifty if it is only a phone phone call.

Of course it is non a representative moving-picture show that we desire to record, just it is a snapshot of the current situation. This is the protocol in alphabetical order:

Adidas Store/ Munich
The call is forwarded straight to the customer service of the online store. A telephone operator explains to me that goods that are purchased in the shop cannot be returned online. The return period has been extended from xxx days to 100 days.


Appelrath Cüpper/ Frankfurt (friendly voice proclamation)
Friendly declaration that all stores are currently closed, but y'all tin also store in the online store. For questions, you tin reach the hotline 24/7 and also the customer service via email 24/7.  The voice bulletin ends with: Stay healthy.


Bershka/ Cologne
Ring dorsum tone. No answer.


Bestseller/ Hamburg
Ring back tone. No answer.


Dominate Store/ Stuttgart
The call from the Boss store in Stuttgart is directly forwarded to client service. A very friendly lady answers my phone call. She says that "A lot of people call, I guess they have time right at present. The return periods have of course changed. Yous can become that in writing if you wish."


C&A/ Oldenburg
Ring dorsum tone. No answer.


C&A/ Freiburg
Ring back tone. No answer.


Chanel/ Berlin
The call is answered personally past a lady who provides information on returns and exchanges and other requests.


COS Store/ Frankfurt
Ring back tone. No answer.


Engelhorn/ Mannheim
Forwarding to customer service from the online store. A friendly lady explains that the return period extended if shops are open over again and that nobody is in the shop at the moment.


Galeria Kaufhof/ Frankfurt: (After a few ringing signals, a human being answers the phone. The conversation is very friendly and helpful and at the finish he wishes me all the best and health.)
"Our emergency call center and as well the goods center are always occupied. This is too because our food section is all the same open. In the start week many customers called, but at present information technology'south fading. We are probably closed until the 19thursday of April. But that is not for sure yet. Of grade the return period has been extended due to the circumstances As soon as we reopen, everything can be returned or exchanged. Returns are possible in all Galeria Kaufhof branches."


Görtz/ Hamburg
I actually attain someone directly in the Görtz branch on Spitaler Strasse in Hamburg. In a short, pleasant conversation, he explains that he yet takes care of online orders that have arrived in the store and that there is no demand to worry about return periods and exchanges, as all periods have been extended.


Hunkemöller/ Erfurt
Ring back tone. No answer.


Intersport/ Kassel
Friendly voice announcement with reference to website, Instagram, Facebook. For urgent requests customers can write an electronic mail.


JD Sports/ Cologne
Automatic telephone message: "The number you lot have dialed is temporarily unavailable, please try once again later."


Kauf dich Glücklich/ Stuttgart
Ring back tone. Voicemailbox.


Louis Vuitton/ Düsseldorf
The call is passed on to client service. A friendly lady answers questions nigh changing exchange periods. In one case the store is open once more, customers can substitution appurtenances up to 30 days.


New Yorker/ Brunswick
Forwarded to the key office. A not very friendly lady gives information about return and exchange menstruum. It is extended by xiv days from the reopening of the stores.


Nike Store/ Hamburg
Ring back tone. No answer.


Nike Shop/ Berlin Mitte
Ring back tone. No reply.


P&C/ Frankfurt (friendly voice announcement with longer explanation)
The message explains that the health of employees and customers is top priority. Therefore all P&C stores are closed. For the time being, customer service for the client menu and general enquiries cannot be reached past telephone, contact form or e-mail service.


Pimkie/ Frankfurt
Ring dorsum tone. No respond.


Primark/ Berlin
Curt phone announcement that the shop will be closed from March 18 on by order of the government.


Promod/ Dresden
Telephone announcement: The person you called is currently non available.


S.Oliver Shop/ Leipzig
Ring back tone. No reply.


Timberland/ Stuttgart
Ring back tone. No answer.


Tom Tailor/ Hamburg
Band back tone. No answer.


TK Maxx/ Göttingen
Phone greeting with reference and telephone number of the client service.


Vero Moda/ Düsseldorf
Ring back tone. No respond.


Zara/ Karlsruhe
Band dorsum tone. No answer.


Zara/ Frankfurt
Ring dorsum tone. No respond.


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