I was always under the impression, that when you bought brand names, you actually didn't just pay more money for the name, but also get better quality and better customer service.
How wrong I was.....
A year ago, my hubby bought a Hugo Boss suit. It was one from their "Hugo Boss Selection" range, since apparently it was of much better quality, then the normal range. But also double the price. But hey, you're buying quality, right?!
Not even a year later, the first problem.... the stiches on the side of the pants were opening up and we brought them back to the Hugo Boss Store in the MOE, where he bought it. They fixed them and the pants were returned a few days later.
Not bad......you think....well wait!
Only a month later, the tissue started to rip on the backside of the pants.
So we brought the pants back to the store. No aplogize, no offer to fix it or trade it for a new one...no. The answer we got was...."it's a delicate tissue".
Hmm yes...I do understand that. But in the end, this is only a suit. And it will be worn. And the tissue should be able to handle that. Because if I want something to be framed an hung up on the wall, I will buy a painting!
And my hubby is just a "boring" IT guy...not a Karate master or a yoga teacher. So he is actually using the suit for what it was made...to be worn in a office.
We had to fill out a complaint form and the store manager wanted to take care of the problem himself. He wanted to get in touch with the head office in Dubai, which would contact the main office in Germany.
I think about 3 months passed (during which we went back regularly to check on the status of the complaint) and nothing was happening. We were really mad.
After about 4 months, my husband had enough. He wanted the pants back, no matter what. If we would have to get them fixed ourselves, we would do that.
So I went back to the shop and they told me the store manager would call me back, as he was not in. Actuallly the "competent" store manager did called me back, saying, that Germany refused to exchange the pants, but that they could fix them for us (for free) and that we could pick them up the next day.
So the next day I went in, and you can not imagine how upset I got, when they handed me the pants in the same state has we brought them in, 4 months earlier! And of course the store manager was not in (again). I took the pants and I went home and send an email myself to the Customer Care Center in Germany and we filled out a complaint form online at BinHendi, the company who owns the Hugo Boss Store here in Dubai.
The great store manager never even bothered to call back.
And guess what....no f*%&#%$ing response from either of them.
What really shocked me the most, was, that nobody at Hugo Boss/BinHendi seemed to be surprised about the quality issue (tissue and customer service). I had the impression that for them it was normal, that a suit in this price category was not ment to last longer than 1 year.
We will never buy anything from Hugo Boss ever again, since we are not willing to pay so much money, just for a name.
Hugo your not that important to us!
