Myer is facing a backlash from furious customers after a senior executive called out a culture of poor customer service in a leaked memo to staff.
In the memo, obtained by Business Daily and published in the Herald Sun, general manager Tony Sutton told staff working in concession outlets to drop the “I don’t work at Myer attitude”.
The letter particularly focussed on staff in concessions, or what Myer calls ‘brand partners’. These are people who work in Myer stores, but are officially employees of other companies, such as Marcs, Cue, Nespresso and Royal Doulton.
Customers have backed Sutton’s comments, flooding Myer’s Facebook page with harsh reviews, outlining the “shocking” customer service on offer and detailing their own retail nightmares.
“The customer service at MYER is completely terribly. On hold for more than 40 minutes and couldn’t change the address on my parcel,” one commentator wrote.
Another added: “What used to be a premium department store has turned into a disorganised store with unexperienced employees.”
However, one commentator has defended concession workers, blaming the poor work ethic on Myer, saying “MYER yes your service is shocking, because you have been putting off your staff for years and leaving it to the concession workers to do YOUR job”.
Another customer wrote, “57 minutes on hold and I got CUT-OFF! Thanks MYER, lost me as a customer.”
And it’s not just Myer. Taking to Twitter one customer wrote, “Is there anything more difficult to do in Australia in 2018 than find someone to give your money to in Myer,” to which another customer replied, “Yes … finding someone to give your money to in David Jones”.
Is there anything more difficult to do in Australia in 2018 than find someone to give your money to in Myer?
— Liz Burke (@lizeburke) May 22, 2018
In the memo, Sutton said going forward, Myer will be “actively focused” on ensuring all brand partners and team members are committed to delivering “wonderful” customer service.
“We expect Myer and brand partner team members to work in partnership in store, operating as one team,” he wrote.
In the memo, Sutton warns failure by concession staff to comply to the policy “will be viewed seriously and may result in Myer requiring that you do not return the relevant team member to work at Myer”.
A spokesperson from Myer told Starts at 60 the retailer would not be providing further comment on the matter.