Bad experience with EMODA!!

Hi all! It's such a shame that my first proper post of 2013 will be a negative post, but I feel like I must speak up about my horrible first (indirect) experience with Emoda!

My friend was visiting Tokyo at the beginning of Jan and picked up some Emoda stuff for me from the Shibuya109 store. It was during the 5 days Shibuya sale so it was utter pandemonium inside the store. He managed to grab the last sizes of two pairs of shoes and a coat for me. I'm so disappointed at Emoda at this point,  I don't even want to post pictures of the other Emoda items I got.

Below are some photos he sent me from Tokyo and I was sooo happy and excited!! My first Emoda items from the Shibua109 store!

A week later he came back and passed them to me and guess what I discovered?!?!

The black pumps I bought, one of the shoe was a size S and the other shoe was a size M! 

I was sooo mad! How can the SA make a mistake like that? It doesn't matter how busy they were!

I asked my friend in Tokyo to call the Emoda store for me. They were waiting for my call. They said I had to courier the shoes back with the receipt for an exchange! 

Well there was no way I'm going to pay for courier for the shoes to go back and forth! Luckily my best friend could fit the S size and she was happy to buy the shoes. So I asked my friend in Tokyo to go buy the other S and M pair from Emoda.

Now.. this is the the part that made me soo angry and disappointed at the Emoda service...

My friend tried to ask for a discount. The SA apparently gave a sincere apology but refused to give ANY discount! I had to pay FULL price for the second pair even though I'm buying another pair of shoes because of their mistake!!!

I even got the original pair for 10% off since it was bought during the Shibuya 109 sale! And these shoes are not cheap!! The price is 11,860yen (~135AUD)! I mean, the least they could've offered was a novelty item or something! And on top of that, I had to pay 4000yen (~50aud) to courier the shoes to Australia!

I tried to send a message via the Emoda website and I left the following message on Ena Matsumoto's blog and tried to send her a message too.

I basically told her my story and how disappointed I was at the Emoda service.

• エナさんへ、

  オーストラリアからのemodaファンです。

  ２０１３年１月２日にemoda、Shibuya１０９店にて初めてのお買い上げさせて頂きました。知り合いが東京に旅行していたので、私の変わりにemodaでカバープレートヒールパンプすを購入してもらいました。

  ですが、オーストラリアまで知り合いが持ち帰ってきてくれた新しいパンプスを開けたら片方ずつ、サイズSとサイズMが入っていたことに気づきました。店員さんがこんなミスを起こしたことがすごい残念です。特に海外に住んでいるため、すぐに返品して頂くことすらできないので、とても不可解です。

  知り合いにまた渋谷109店にお問い合わせして頂いた結果、一度靴を返品するために日本まで送り返して欲しいと店員の方に言われました。ですが、海外への送料はとても高いので知り合いが同じ靴を欲しいと言ってくれたので、残されていたサイズSとサイズMの同じパンプスを購入することにしました。

  このときに、店員のミスのお詫びに割引、またはノベルティーを要求したところ、お断りされました。

  店員のミスなのに、こちらで出来る限り早い解決法を案じたものの店員の態度にとても不可解な気持ちになりました。お詫びになにもしてくれないのはなぜでしょうか？

  私はemodaがとても大好きで、いつもチェックをしているのですが、お店の店員さんの接客の仕方に納得いきません。とてもがっかりです。私が日本のお客でないのが原因なのか知りませんが、どこのお客でも同じ対応をしてくれると信じています。

  下にミスを起こした店員さんと伝票番号を記入しておきます。
  何かの解決法をお待ちしてます。

  伝票番号：125155
  販売員：０２４５６　白樫　良太
  販売日：　１３年１月二日　２０：０９：０８

  
  

  And it was ignored!!!!

  I mean.. I really have nothing against the brand - the quality of the items were great and of course I love their style so so much. But I am thoroughly disappointed at the service! I've always loved shopping in Japan because the Japanese customer service is always impeccable! But this is just shocking!! Even the service in Australia isn't this bad! If they made such a big mistake like this, I am pretty sure I would be offered some kind of compensation! 

  I just don't think I can feel the same love for Emoda any more after this horrible experience. I was really looking forward to buying a LOT of Emoda when I visit Tokyo next month.. but now I'm starting to look into other Japanese brands such as Gyda, MURUA and Rienda. It's hard to respect a brand that cares that little about their customers. 

  I am in such a dilemma though, because I still love their clothes so much. My Japanese friends that heard this story were all so shocked and angry! They are all sworn off Emoda now =/