Lorna Jane

Rude and bad customer service at Stockland, Burleigh waters Lorna Jane.
On January 29th, between 5: 15 and 5: 40 pm, I visited Lorna Jane at Stockland Burleigh Waters. Unfortunately, I left my Lorna Jane hat behind, and upon returning later, I found the store closed. When I called this morning to retrieve my hat, a middle-aged woman (same customer representative that attended me) informed me that she had left it outside the door due to limited space inside the store. She expressed an inability to manage the hat and claimed it wasn't there anymore, implying it was lost. This response seemed to be in line with the way she has been trained to handle customers' forgotten belongings.

I have been a Lorna Jane fan for years. All my gym clothes are from Lorna Jane.

Today, whilst having a browse at the Burleigh store the sales assistant asked me if I needed any help and I said no thank you, I’m ok. She then asked if I’m looking for something in particular and I said I’m just looking for a pair of shorts with no front seam and I mentioned I own a particular pair with no front seam and just looking for something similar. She asked what size I am and before I could respond she said medium or large. I said I’m a medium please. At the time I was wearing a pair of Lorna Jane shorts and Lorna Jane top and I also own about 5+ Lorna Jane shorts. I’m well aware of my size and I know what feels most comfortable for me when I train.

She proceeded to go find some shorts and showed me 2 pairs of shorts that are a size large and with core support. She advised me that maybe I’ll feel better with some core support and in a size large. She also made a gesture of the core support shorts sucking me in. I corrected her politely and said I would like a medium. Without being asked, she told me that the large comes with an inch more space to the medium, which would give me more room and she told me I could go try the large on in the change room. I said no thank you. She then told me we all need to go up a size and that she also had to go up a size. I then decided to leave.

At least she heard I asked for no front seam.

Called this store to confirm an item was available and thankfully it was. I advised that I’d be travelling a great distance to collect, the salesperson said they don’t usually hold items but that she would on this occasion. I planned my afternoon around traveling down to this store to collect the item. On my way down to the store, I called to advise the traffic wasn’t great and that I might be a couple of minutes late… She advised that they sold the item that was on hold for me? Thanks for that!

I must give credit where credit is due and thank Jen who assisted me today. What an asset she is to the company. She knows what customer service is all about. Many thanks Jen.

Thanks for the great experience. I have been to few stores in Gold Coast, and the service here is the best! (The lady who works on 23rd/Jan afternoon! You are amazing!)