Gasp! They’re finally sorry

by 22 Dec 2011

In what seems like a spectacular change of heart, Gasp clothing has swallowed its pride and apologised on television for its treatment of a customer back in September.

Gasp, known for its infamous catty email to a customer, decided it was time to make a formal apology to the woman – although the timing of the public apology has raised few eyebrows. Click here to read the original cringe-worthy story.

Operations manager Matt Chidgey apologised on Today Tonight for the way Keira O’Neill was treated in store and via email, but the apology coincides with lack lustre Christmas sales and the opening of a new Gasp store.

When asked why the company was apologising more than three months after the incident, Chidgey told the Herald Sun an immediate apology could be viewed as insincere.

“This was all done to ensure that when our apology is finally made, our customers can come in to any of our stores and take us up on our promise to deliver the very best in customer service.”

The move comes despite Gasp's steadfast demand that the customer must apologise to them if she ever wanted to shop there again.

Chidgey said the clothing chain had used the time which has elapsed to implement a “radical cultural change” throughout its business. Since the incident with O’Neill, strict measures have been adopted by the Gasp team as well as a significant amount of staff training.

“This was all done to ensure that when our apology is finally made, our customers can come in to any of our stores and take us up on our promise to deliver the very best in customer service,” Chidgey said.

The move comes despite Gasp's initial demand that Ms O'Neil apologise to them if she ever wanted to shop there again.

O'Neill wasn’t convinced by the apology, and said Gasp had numerous opportunities to apologise to her over the last three months.

 

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