The Rudest Retail Response To A Customer You’ve Ever Read

by Verena von Pfetten | 12:29 pm, September 29th, 2011

This is what their clothing looks like.

Most retailers, when they realize they’ve made a reasonable customer angry, do their best to rectify the situation. Gasp Jeans, however, is not most retailers. When a recent shopper complained that one of their salespeople criticized her weight and basically drove her out of the store, Gasp responded by publicly mocking her in the most ill-advised and thoroughly insulting response letter we’ve ever read.

To hear Keara O’Neil tell it, she stopped by the Gasp store with three of her bridesmaids in the hope of finding bridesmaids dresses and an outfit for her to wear on her bachelorette night. The problems started when a sales assistant named “Chris” began hounding her about a particular dress.

…I was unable to discuss the likes or dislikes of the dress with my bridesmaids as the sales assistant kept saying “you should just get it”, when I told him I would think about it, he pulled me aside and whispered “Is it the price your worried about”. By now I was extremely frustrated, and again told him I’d think about it, I walked back into the change room and closed the door behind me, only to have it pushed open with the sales assistant half standing in my change room, again whispering “I think you should just get it”, when I gave him attitude and said rudely, “I already told you I would think about it”, he then replied, “With your figure I really think you should buy it”.

O’Neil left the store with “Chris” yelling at her and waited outside for her bridesmaids to join her. After leaving, she was told by one them that “Chris” had said, “‘Have fun finding something at Supre,’ when one of them approached him in regards to his comments, he replied ‘I knew you girls were a joke the minute you walked in’.”

O’Neil sent her complaint in an email, to which GASP area manager Matthew Chidgey responded in kind. We’ve published his entire email below and bolded some of its more asshole-ish moments.

Dear Keara O’Neil,

Having now had the privilege of having both version of events, I am now in a position to respond to your complaint.

From the very outset, one thing that you should be mindful of is; Our product offerings are very, very carefully selected, so to ensure that we do not appeal to a broad customer base. This is something which is always at the forefront of our minds when undertaking buying duties.

The reason for this is to ensure that we only carry products which appeal to a very fashion forward consumer. This by default means that the customer whom is acclimatised to buying from “clothing for the masses” type retailers, is almost frightened by our range, sometimes we have found that this type of customer, almost finds our dresses funny, and on occasion noted comments such as ‘it looks like a dead flamingo’. When we receive comments like this, we like to give ourselves and our buyers, a big pat on the back, because we know we are doing our job right, and modus operandi is being upheld.

Our range is worn by A list celebrities to the likes of Kim Kardashian, Selena Gomez and Katy Perry to name only a few. Now, as one might appreciate, the style counsel for these types of celebrities are not ones to pick “run of the mill” type clothing, and they do so on the basis to ensure that the styles are cutting edge, and only worn by a select few. Similarly these items are priced such that they remain inaccessible to the undesirable.

Insofar as our employee goes; Similar to our product offerings, our employees are selected with a similar approach. Chris whom served you is a qualified stylist whom has a sixth sense for fashion, and Chris’s only problem is that he is too good at what he does, and as I am sure you are aware, people whom are talented, generally do not tolerate having their time wasted, which is the reason you were provoked to leave the store.

Whilst I concede that you work for chain retailer, unfortunately that does not make us like for like. It is probably fair to assume, a lot of what I have said in this email, either doesn’t make sense to you, or you totally disagree with it all, which is what I would expect (unless of course I have you totally wrong – which I doubt).

Let me guess, you would never, ever hire Chris in the course of your duty, would you? This is the very reason, why your comment “from one retailer to another” is so disproportionate, it’s almost as though we are in a totally different industries. Chris is a retail superstar, who possess unparalleled ability, and I am sorry you feel upset by him, but he knew you were not going to buy anything before you even left your house.

So if you would like to do us any favours, please do not waste our retail staff’s time, because as you have already seen, they will not tolerate it. I am sure there are plenty of shops that appease your taste, so I respectfully ask that you side step our store during future window shopping expeditions.

Thank you for your enquiry.

In case you’re wondering if the above email is, in fact, real (because what kind of manager in their right mind would send something like that to a customer?), Chidgey confirmed its authenticity to The Herald Sun. Gasp Jeans later released the following statement:

“We respect that not all consumers strive for a glamorous appearance; some prefer to simply blend in.

“We respect and welcome all customers whom wish to visit our store, even though the intention to buy may not exist. But we ask that their opinions be expressed through blogs, social media or around a warm latte, but certainly not inside our stores.”

Well, we have one good thing to say about Gasp. While the company appears to be run by a bunch of assholes, at least they’re consistent.

gasp clothing gasp clothing emails gasp clothing full emails

Anonymous

holy f. i hope they go out of business.
Anonymous

I second this.
Katherine Hassenboehler

wow, just wow. So if Kim Kardashian’s stylist Monica Rose decided to buy a gasp dress, do you REALLY think the “masses” would not go after it because its “out of their price range?” Matthew Chidgey is one of the rudest, least fashionable, mockable people I have ever heard in my life.

“Side step our store”

Oh don’t worry, I will be too.
Mmcgilligan

oof, that truly is the WORST!!! what a bunch of complete f’ing assholes. why would anyone deign to shop there knowing the company’s attitude is so ponce-y manner. i’m with em_z, i too hope they go out of business.
Bikerk

I am just shocked that Management supported “Chris” as being too good, saying those customers wasted his time, knew you were not going to buy anything before you left your house. Boycott these assholes, people! Tell everyone you know. Apparel is too costly (even the cheap stuff) and too available to put up with this unbelieveable attitude. They WILL go out of business if they have NO customers.
http://www.facebook.com/people/Miranda-Dotson/100000049216783 Miranda Dotson

“The reason for this is to ensure that we only carry products which appeal to a very fashion forward consumer.”

I hope your ideals can pay your bills!
http://www.facebook.com/profile.php?id=512704129 Faith Bowman

standard retail operating procedure, if more plainly spoken than most. also standard operating FASHION procedure. don’t play.

but remember: i live in new yor, aplace with $6 hot dogs and gourmet doughnuts. if i opened a store and you didn’t look right, i’d chase your ass out, too.

that is all.
Jessica

To be fair, I doubt you’d ever open a store. You can’t spell or use correct punctuation.
Teaparty

And that is the main reason why I hate retail. I am sure mr. Chris wishes he was Brad Goreski, and not stuck in some crappy mall store.
Terandbob

And their consistent mis-use of the word “whom” further shows they’re idiots too!
SouthernGirl1

Rude, arrogant, and desperately in need of grammar lessons.
Fanakar

They are delusional and they are liars. They carry Jovani and Terani which are known for making knock offs of red carpet dresses. The first dress on their website in the Jovani line is the same dress Kathy Wikile’s daughter wanted to wear to a dance and Kathy told her no because she would look like a fast tail tramp. If a Real Housewife of New Jersey can spot the tackyness and slut-tasticness of a dress then it must be a horrific creation. This is what Gasp sells. They are lying and even have a picture of Katy Perry on their website in a Zuhair Murad dress and they are passing off the Jovani knock off as the same thing. LIARS!!!!!!
Anonymous

*Exactly!* Brilliant comment. Kim Kardashian (whose look I personally would not want to emulate) is dressed the way she’s dressed in public *precisely* to appeal to “the masses.” This is why she’s a brand and why she gets multi-million dollar deals– because companies know that people will want to buy, or at least try to buy, things that she has worn.

Matthew Chidgey is a tool. Poor guy thinks he’s important.
Rtwyld

Has anyone watched the UK’s My Big Fat Gypsy Wedding? This is what the girls wear and trust me no one in the UK aspires to dress like a Gypsy.
Han_marie

This is why I shop at thrift stores. It makes me sad that people have to demean others to make themselves feel more important. The manager of that store should see a therapist before it’s too late. I bet the employees are specifically selected, too. If you’re not a complete jerk willing to rip people off, then you’re not hired. Way to be.
Han_marie

This is why I shop at thrift stores. It makes me sad that people have to demean others to make themselves feel more important. The manager of that store should see a therapist before it’s too late. I bet the employees are specifically selected, too. If you’re not a complete jerk willing to rip people off, then you’re not hired. Way to be.
len132

Oh, the comma splices… I want to die.
Piper Page

My thoughts exactly! 199.00 a dress isn’t clothing for “elites”. Sorry GASP. How delusional…
Piper Page

My thoughts exactly! 199.00 a dress isn’t clothing for “elites”. Sorry GASP. How delusional…
http://pulse.yahoo.com/_WXVIRV6ED2BUDBRZQV3AA5H4V4 Stacy

Wow. I work in customer service and to have the employee and then the district manager act in such disgusting way towards this customer speaks volumes. I would never shop there and wouldn’t expect anyone else to either.
C Nile

You critique this store’s pursuit of niche marketing with an implicit assumption that the customer is always right.
Dan

I think I will open a Store in Chapel Street,
and emply Chris from Gasp
I will call it WASP, because a wasp can sting people multiple times,\If we don’t sting the customers on pricing, Chris can sting them with his bitchy barbs
http://www.facebook.com/derrode Derrode Louis Rowe

BOOOM!
Tara_emily

A new Melbourne Blog has made an important announcement following the controversy!Check it out!http://muddythrills.wordpress.com/2011/10/01/we-the-people-of-the-retail-industry-have-an-important-public-announcement/
http://www.facebook.com/derrode Derrode Louis Rowe

Its always some cheap hackmeat store that thinks there shit don’t stink.
Bigjon

This person is clearly a moron and needs to go back to primary school English classes.
Sussan

Pathetic, I am so happy I have never had such a bad experience.
Nycfashwriter

The abundant and wholly incorrect use of “whom” is even more of a tip-off that from mgmt on down, posers and jerks. I would never venture in there …
http://www.streetdirectory.com/etoday/christine-breese-strives-to-teach-the-way-to-enlightenment-ueeoce.html Christine Breese

Definitely rude.
Anonymous

Wait a minute, if Kim doesn’t dress herself then why is she opening her own clothing line?
Hyvonne Harris

Just WOW or !!!!…this reminds me of a restaurant (whose name is escaping me at the moment) who’s theme is rudeness. The name is rude, the waitresses are rude and you are invited to trade insults with them. Is that the concept behind “Gasp” *eyeroll*
http://twitter.com/damnapocalypse j a c k l y n

that sales assistant has no right to say that. rich or poor they are still customers. how come gasp jeans have a manager and a sales assistant like that
Anonymous

Jersey Shore called. They think your clothes are fabulous.
http://www.facebook.com/MadamDeb Deb Moschkin

They really, really love to misuse the word “whom.” It’s like nails on a blackboard. Well, that and the outrageous attitude.
Anonymous

Nous sommes uneauthentiqueLouis Vuittonvous fournir les meilleursproduitset le meilleur service.Afin de répondre àdesdemandeset d’apprécierdes clientsdes clientsdes conseils,nosmagasinsLouis Vuitton2011maintenantlanonsune activité grand escompte,qui estune vraie chanceprécieusepour vous d’obtenirvos produits préférésavec leprix le plus bas.Nous pouvons vous assurerque tous lesproduits discountsont engarantie de qualité.Ilssont aussi bons quecelui d’origine.Poppysacs Louis Vuittonsont offerts dansnotre chane
Louis Vuitton Sac,différents stylessont disponibles sur notre boutique.Etvous pouvez également trouverun grand nombre de bijouxLouis Vuittonet LouisVuittonLunettesici.Si vous voulezen grosnos produits Louis Vuitton,Louisde sortied’usineVuittonsincèrementvous souhaiter la bienvenueà tout moment.Louis VuittonOutletsera votrechoix idéalpour sélectionnerdes biensde haute qualitéavec le priximpressionnant.
Whitney

I recently bought a dress from GASP in Melbourne Central VIC and the sales assistant was so rude! When asked my price range I said under $300 and she just laughed and said “how cute”, and kept pressuring me to buy the dress. When I was wearing the dress and thinking about it, she kept impatiently asking me if I was going to buy it and said “if you’re not going to buy it just take it off I don’t have forever”

I wouldn’t have gotten it but I really did love the dress…. but seriously I will never be walking into the store ever again and will tell everyone i know not to do so either.

The Rudest Retail Response To A Customer You’ve Ever Read

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