What do I actually exercise equally a customer if I want to return or exchange appurtenances purchased in the store, but the period expires before long or has already expired? Tin I still reach someone in the shops who could perhaps give me information or help me? We accept simply tried it and randomly called over 30 major way retailers throughout Germany–from Hamburg to Munich, from Cologne to Berlin. While some chain stores kept a punch tone on the line, others had an automated bulletin on record or a direct forwarding to customer service or the online shop. We were astonished that large chains such as C&A, COS, Nike and Zara only had a ring back tone. Especially here 1 would accept expected the client to receive an automated proclamation with reference to the online store or similar.

This shows how differently companies deal with the current situation and, higher up all, in what grade they want to maintain customer communication. Even if it's just a call–companies should not underestimate the effect it has on customers when they only hear a beep on the other side of the line or talk to an extremely nice customer service lady who listens, is understanding and tin can help. Even small gestures shape brand association. Peculiarly now, when physical contact with customers is excluded, brands should be even more interested to reach them through other channels. Fifty-fifty if it is only a phone call.

Of form it is not a representative motion-picture show that we want to record, but it is a snapshot of the electric current situation. This is the protocol in alphabetical order:

Adidas Store/ Munich
The telephone call is forwarded directly to the customer service of the online store. A telephone operator explains to me that goods that are purchased in the shop cannot exist returned online. The return period has been extended from thirty days to 100 days.


Appelrath Cüpper/ Frankfurt (friendly voice announcement)
Friendly announcement that all stores are currently closed, but you can also shop in the online store. For questions, you lot tin can reach the hotline 24/vii and also the customer service via email 24/7.  The voice message ends with: Stay healthy.


Bershka/ Cologne
Band dorsum tone. No answer.


Bestseller/ Hamburg
Ring back tone. No answer.


Boss Store/ Stuttgart
The call from the Boss store in Stuttgart is direct forwarded to customer service. A very friendly lady answers my call. She says that "A lot of people call, I guess they have time right now. The render periods have of course changed. You can get that in writing if you wish."


C&A/ Oldenburg
Band back tone. No answer.


C&A/ Freiburg
Ring back tone. No respond.


Chanel/ Berlin
The call is answered personally past a lady who provides data on returns and exchanges and other requests.


COS Store/ Frankfurt
Ring back tone. No answer.


Engelhorn/ Mannheim
Forwarding to customer service from the online store. A friendly lady explains that the return period extended if shops are open once again and that nobody is in the store at the moment.


Galeria Kaufhof/ Frankfurt: (After a few ringing signals, a homo answers the phone. The chat is very friendly and helpful and at the end he wishes me all the all-time and wellness.)
"Our emergency phone call heart and likewise the appurtenances heart are e'er occupied. This is likewise considering our food section is still open. In the kickoff calendar week many customers called, simply now it's fading. We are probably closed until the 19th of April. Merely that is non for certain nonetheless. Of course the return period has been extended due to the circumstances As soon every bit we reopen, everything can be returned or exchanged. Returns are possible in all Galeria Kaufhof branches."


Görtz/ Hamburg
I actually reach someone directly in the Görtz branch on Spitaler Strasse in Hamburg. In a short, pleasant conversation, he explains that he still takes care of online orders that accept arrived in the store and that in that location is no need to worry nigh return periods and exchanges, equally all periods have been extended.


Hunkemöller/ Erfurt
Ring dorsum tone. No answer.


Intersport/ Kassel
Friendly voice annunciation with reference to website, Instagram, Facebook. For urgent requests customers can write an e-mail.


JD Sports/ Cologne
Automatic telephone message: "The number you accept dialed is temporarily unavailable, delight try again later."


Kauf dich Glücklich/ Stuttgart
Ring dorsum tone. Voicemailbox.


Louis Vuitton/ Düsseldorf
The call is passed on to client service. A friendly lady answers questions about changing commutation periods. Once the store is open once again, customers tin can exchange appurtenances upward to 30 days.


New Yorker/ Brunswick
Forwarded to the central office. A not very friendly lady gives data nigh return and exchange period. Information technology is extended past 14 days from the reopening of the stores.


Nike Shop/ Hamburg
Ring back tone. No answer.


Nike Store/ Berlin Mitte
Ring back tone. No answer.


P&C/ Frankfurt (friendly voice announcement with longer explanation)
The bulletin explains that the health of employees and customers is top priority. Therefore all P&C stores are closed. For the time being, customer service for the customer card and general enquiries cannot exist reached past telephone, contact form or e-mail.


Pimkie/ Frankfurt
Ring back tone. No reply.


Primark/ Berlin
Curt telephone announcement that the store will exist closed from March 18 on by club of the government.


Promod/ Dresden
Telephone announcement: The person you called is currently not available.


S.Oliver Store/ Leipzig
Ring back tone. No answer.


Timberland/ Stuttgart
Ring dorsum tone. No answer.


Tom Tailor/ Hamburg
Ring back tone. No answer.


TK Maxx/ Göttingen
Telephone greeting with reference and telephone number of the customer service.


Vero Moda/ Düsseldorf
Ring back tone. No reply.


Zara/ Karlsruhe
Band back tone. No respond.


Zara/ Frankfurt
Ring back tone. No respond.


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Karl Lagerfeld was right