feather jacket/Jacob

Dear stuff at Complaints. Please see my previous e-mail below. I added a few details to my story to be more precise.

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From: Olga Prosunina

Sent: Monday, February 27, 2006 9:12 AM

To: Email User'

Subject: feather jacket/Jacob

Retail, clothing / Toronto downtown Ontario

Dear Complaints,

I’ve been a regular customer at Jacob spending hundreds of $$$ there. Recently I bought a feather white jacket. When purchasing I confirmed with the sales representative if I could put in a washing machine as I never buy anything requiring gentle and expensive care. The answer was: ”Yes, it’s machine washable”. Although the tag also says “tumble dry low” I didn’t think it was a “must”. Nobody told me at store when I inquired about care instructions, that it has to be dried in a dryer otherwise the fathers are going to stain the white jacket yellow. I wore this jacket for a month and washed it but didn’t tumble dried as I didn’t know it was an absolute must for this type of products. Yellow spots came out all over the jacket.

When I took this jacket to the store the only answer I got was:” You didn’t follow the care instructions. We always tell our customers that these jackets have to be tumble-dried. What do you want us to do?” Well, nobody told me that! The manager wasn’t very friendly and didn’t even suggest that it could be also their responsibility or even the jacket could be defective. So, of course they turned me away. It was a very upsetting experience. Although I like the store and shopped there on a regular basis, I’ll never go there again because of such a bad experience with the customer service. I couldn’t find a phone or an e-mail to forward my concern directly to the store, but would like to share my experience with other shoppers.

Sincerely,

Olga

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