Summer by Priyanka Gupta

Dear Ms. Trisha Soin, I hope this message finds you well. My name is Shyamal Majhi, and I oversee customer service and training at Summer. I was genuinely shocked to hear about the frustrations you expressed in your recent review. Such feedback regarding our hospitality is rare for us, and given your family’s continued patronage, resolving your misunderstandings expeditiously is important to us. Allow me to retrace your journey with us in an effort to clear up any misunderstandings. When you visited our store with your mother-in-law and aunt on January 6th, 2024, you were assisted by two sales associates, and you placed an order for multiple outfits against an advance payment. Your request for a discount based on a certain order value was promptly addressed. Over the next few weeks, subsequent amendments and cancellations in your orders were made, and the same was accommodated to ensure your satisfaction. It's important to note that there was no direct interaction between you and Ms. Priyanka regarding your order. Regarding the calls made by your husband regarding discounts, our team tried to navigate his repeated visits and requests, striving to address them in the most constructive manner possible. The same was reported to the seniors. I am aware of one instance which was flagged by our sales staff as she requested to be excused from taking your husband’s calls. He also reached Ms. Priyanka once on the phone to discuss discounts. However, our strict discount policies prevented us from meeting his demands, which may have led to your dissatisfaction. We aim for fairness and professionalism in all customer interactions, hence discretionary discounts are not within our policy. Your mother-in-law’s subsequent visits and purchases at our store reflected your understanding of our policies. I believe she has visited us 5 - 6 times in the last 4 months and has ordered multiple items for herself. I’m delighted that she was also able to shop for the pieces you wanted in our End of Season Sale. Your mother-in-law's continued trust and satisfaction with Summer are truly appreciated. While one of our team members had to take a sabbatical due to unforeseen circumstances, we ensured that her orders were processed smoothly and promptly. We checked with her to make sure there weren’t any unresolved issues with her order before writing this message, and I’m relieved to find there were none. I’m sorry we couldn’t accommodate your and your husband’s request for discounts. Our focus is always on providing quality products and service rather than discounts, and I believe your mother-in-law's positive experience and your family’s continued patronage reflect this ethos. If you have any further concerns or would like to discuss this matter in more detail, please feel free to reach out to me directly at shyamal.majhi@lovesummer.in. Your feedback is instrumental in helping us improve our customer engagement and service standards. Thank you for giving us the opportunity to address your concerns. Warm regards, Shyamal Majhi Customer Relations Manager Summer