I hope this business and future customers take these reviews seriously as the level of service my mother (senior citizen) received, floored me to say the least after hearing her experience. Safe to say, she's been in-market for new hearing aids for the last 1-2 months after doing a lot of research online. She was prepared now with a list of questions and visited the store . Now this review may simply be a reflection of a specific sales rep (lets call him N.S.), and not the entire business overall (I should only hope). Knowing my mother was ready now to purchase a set of hearing aids, she visited your store for the first time with strong intent to do business with you (est. $7,000 sale). But yet the sales rep. N.S. had a poor demonstration what not to do, and now lost her business. For those considering this store, definitely judge your own experience, but in short, her two visits went as follows...During the first visit in Oct 2018, she had a dozen questions prepared. The sales reps. response was 1-2 words, behaved very defensively, both in body language and his tone (seriously? she's a senior citizen). Is this part of your sales tactic against elderly customers, which are your target customers and bread-n-butter? When concluding her visit, she mentioned to the sales rep that she will continue her research (obviously not ready to drop $7,000 down on a first visit), and the arrogant response she received was "...you don't want to waste peoples time if your going to look into other companies". Wow! To the sales rep. N.S., if you cannot spend an hour to close a $7K deal, you're in the wrong business. A few short weeks after (Nov 2018), she visited the same store, thinking maybe it was a one-off experience. Nope, same experience again. The same arrogant, irritated and sh*tty attitude made her feel extremely uncomfortable. The sale rep. even expressed he felt she was attacking him. The treatment again was 1-2 word answers, up-tight, and attitude. The same sales rep. made a point that my elderly mother is repeating herself to questions that were same/similar to ones she already asked. And again, chose 1-2 word answers. Obviously not comfortable with this sales rep. she left to give it some thought and said she will get back to him in a week or two,. He abruptly got up, and left the room before she was even finished.
To the management of this store, I can only say you're fortunate I was not there not there to respond to this type of sales tactic and experience you treated this elderly mother twice. I'm calling you out if this is a glimpse of poor service practice and sales tactics you took with her, an elderly woman, and curious if other elderly people had the same experience. I understand your target customers are the elderly, and sometimes the need a little more TLC, education and patience. But this is your business and customers, and are well aware of the treatment they need. Safe to say, your sales opportunity went from a strong intent to spend $7,000 on hearing aids, to quickly lost her business and the decisions of others who determine their shopping experience with you. Job well done guys. This is your opportunity to respond and address your service to our local community of Ladner.
UPDATE: appreciate the quick response below. I’ve taken you up on your offer to discuss with your Sales Manager but your contact details bounce back in error. Is the email valid ?
UPDATE 2: Few days later and no response ? The email you provided still doesn’t work. After this experience she’s now going with Coscto (and saving thousands), but was originally 90% confident she was going to buy local. Hope this is a learning experience.
UPDATE 3: After almost 2 weeks, still no response. We've given every attempt to do right and expected you to show (not tell) that you could help and do right. Closing this review out, but safe to say there is far greater impact on future customers, referrals and sales from what I hope others can learn from this experience.
BTW Coscto has been top notch in customer service, support + price
Patricia Sibley
Michael Allen
