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Recently I have had dealings with a well known electrical goods supplier in the Mall in Tavira and my customer experience has been somewhat shaken by the complete lack of empathy and shocking customer service standards.Basically I was returning faulty goods and was directed to a surly disinterested individual who seemed intent on nullifying any attempt at recompense. I was asked to prove purchase by producing a bank printout and the following day the same individual questioned whether the goods were purchased in the store.When I asked to speak to the manager a lady appeared clutching a walktalkie who seemed intent on reproving a scene by John Cleese in Fawlty Towers. Needless to say I was refused either a refund or exchange and 3 weeks later have not received any communication from this company who apparently have branches throughout Portugal. What on earth has happened to customer service in this delightful country.
KEN Hope, Tavira
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Customer Service is not part of the culture here in Portugal.
In general it's businesses and especially the public sector here in the Algarve are supply driven with very few demand/customer focused organisations.
Business owners and or their management set the operational procedures for their staff to operate within, but never provide the 'customer facing staff' any leeway to resolve customer issues.
This is very frustrating as often the issue is caused by suppliers further down the supply chain who adopt the same position.
Currently we are working with many different suppliers and we are constantly telephoning/emailing for progress, but in every case the suppliers are always reacting. The idea that they will provide you with a status update never occurs to them.
There are few exceptions, Leroy Merlin, Worten.
By C Griffith from Algarve on 25 Oct 2021, 15:58
Customer services in Portugal is just starting to be recognised in 2021 as something that may have a negative impact on business. Return and ask to complete their 'red book' which they must have and allow you to use (Law)....They will certainly start crawling back in their box when you appear to know your rights !
By Mark from UK on 25 Oct 2021, 16:47
There is no customer service in Portugal. Customers are almost treated as thieves in some shops while complaints are disregarded. Customers are completely ignored, there is poor service and yet businesses still want to make a profit. Time to join 21st century Portugal and educate/train people to actually do their work!
By K from Algarve on 26 Oct 2021, 06:46
I simply do not agree with any of this. The legislation for the return of faulty goods is odd. I had a kettle where the lid snapped off. No refund as the kettle still worked. If I suffered burns what then? Another kettle where the on/off switch snapped off was replaced after a phone call with little problem. I am told that manufacturers warranty terms have changed. The whole item can almost collapse but if you plug it in and it still works, no refund!
By Diana from Beiras on 28 Oct 2021, 10:10