Long story short, I bought an expensive piece of kit from Superfi which developed a fault after 3 months use. To return the item I had to deal with the infamous Mrs Webster holder of the title "Customer Services Manager". An oxymoron if ever there was one; no one seems to have explained to Mrs Webster what customer service actually means or looks like; she positively delights in saying "No" at every possible occasion. After much battling against her petty and unhelpful attitude, I finally secured a refund, but this being Mrs Webster there was of course a sting in the tail; because I couldn't locate the operating manual for the unit when I returned it, she unbelievably deducted 20 quid from my refund. I can't think of an action more petty and short sighted - these manuals can be downloaded from the net for free!
Since then I have subsequently spent quite a few quid on AV equipment, and guess what none of it has been spent with Superfi. While I am sure this will not cause them to enter in Bankruptcy, it has certainly cost them more in loss of repeat business than their petty 20 quid which they effectively stole from me. What Mrs Webster and Superfi need to understand is that in retail, it is not a complaint that determines if people return, it is HOW that complaint is handled. A well handled complaint with a customer friendly resolution can result in a loyal customer and an advocate for life; a badly handled complaint results in a detractor who will, on average, tell 10 people to avoid that company. Not to mention posting their experience on the net...
Superfi, please, do yourselves a favour, sack this awful woman who is costing you business and money with her attitude, and bring in someone who understands retail and the ethos of customer service.
PS If you have suffered at the hands of Superfi, I would urge you to complain to the Managing Director. Funnily enough, he doesn't appear keen for his details to be published; he complained to another site when I posted his name and address. Yes you Mr Edmund Daniel Abrams of
74 BURLINGTON ROAD