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Noemi P
Clear Lack of Customer Orientation
Smets Flagship的点评
点评：We had an unfortunate experience regarding the handling of a remaining gift voucher balance.
The voucher was originally issued in Luxembourg and partially redeemed, leaving a remaining balance of €50. When we later attempted to use this balance, we were informed that it had expired only a short time earlier (around two months).
As customers from Germany, we were not familiar with the local one-year validity policy, especially as the voucher documentation was entirely in French and no clear verbal explanation of the expiry conditions was given at the time of purchase or issuance of the remaining balance receipt.
We have also spent a significant amount of money in this store over time, and therefore found it even more disappointing that no goodwill solution was offered in this case.
In particular, considering that the business clearly serves international customers who may be used to different consumer rules in their home countries, it feels unreasonable that the terms were only provided in French and not at least in English or in a more universally understandable format.
During our visit, we were first advised to drive to the main store to speak with a manager. However, upon arrival, the manager did not engage in any discussion and the matter was declined without review. This made the overall experience feel unnecessarily complicated and not very customer-friendly.
We also found it disappointing that no goodwill solution was offered, even though we intended to make a purchase significantly exceeding the remaining voucher value.
Overall, while we understand that validity rules exist, the handling of the situation felt inflexible and not very accommodating in relation to the circumstances.
The voucher was originally issued in Luxembourg and partially redeemed, leaving a remaining balance of €50. When we later attempted to use this balance, we were informed that it had expired only a short time earlier (around two months).
As customers from Germany, we were not familiar with the local one-year validity policy, especially as the voucher documentation was entirely in French and no clear verbal explanation of the expiry conditions was given at the time of purchase or issuance of the remaining balance receipt.
We have also spent a significant amount of money in this store over time, and therefore found it even more disappointing that no goodwill solution was offered in this case.
In particular, considering that the business clearly serves international customers who may be used to different consumer rules in their home countries, it feels unreasonable that the terms were only provided in French and not at least in English or in a more universally understandable format.
During our visit, we were first advised to drive to the main store to speak with a manager. However, upon arrival, the manager did not engage in any discussion and the matter was declined without review. This made the overall experience feel unnecessarily complicated and not very customer-friendly.
We also found it disappointing that no goodwill solution was offered, even though we intended to make a purchase significantly exceeding the remaining voucher value.
Overall, while we understand that validity rules exist, the handling of the situation felt inflexible and not very accommodating in relation to the circumstances.
翻译：我们在处理剩余礼品券余额方面遇到了一些不愉快的经历。
这张礼品券最初在卢森堡发行，我们已部分使用，剩余 50 欧元。之后，当我们尝试使用剩余余额时，却被告知它已过期（大约两个月前）。
作为来自德国的顾客，我们并不了解当地一年的有效期规定，尤其是在礼品券的说明书全部是法语的情况下，而且在购买时或开具剩余余额收据时，也没有人明确解释有效期。
我们多年来一直在这家商店消费，因此，对于此次事件，商店没有提供任何补偿方案，我们感到非常失望。
尤其考虑到这家商店显然服务于国际客户，而这些客户可能习惯于各自国家不同的消费规则，因此，条款仅以法语提供，而没有至少提供英语或其他更易于理解的语言，这实在令人难以接受。
我们到访时，首先被告知要开车前往主店与经理面谈。然而，到达后经理并未与我们进行任何沟通，而是直接拒绝处理此事，未作任何审查。这让我们感觉整个过程过于复杂，缺乏人性化服务。
此外，尽管我们打算购买的商品金额远超剩余代金券的面值，但店方并未提供任何补偿方案，这让我们感到失望。
总而言之，虽然我们理解代金券的有效期规定，但店方处理此事的方式显得僵化，缺乏针对性。
这张礼品券最初在卢森堡发行，我们已部分使用，剩余 50 欧元。之后，当我们尝试使用剩余余额时，却被告知它已过期（大约两个月前）。
作为来自德国的顾客，我们并不了解当地一年的有效期规定，尤其是在礼品券的说明书全部是法语的情况下，而且在购买时或开具剩余余额收据时，也没有人明确解释有效期。
我们多年来一直在这家商店消费，因此，对于此次事件，商店没有提供任何补偿方案，我们感到非常失望。
尤其考虑到这家商店显然服务于国际客户，而这些客户可能习惯于各自国家不同的消费规则，因此，条款仅以法语提供，而没有至少提供英语或其他更易于理解的语言，这实在令人难以接受。
我们到访时，首先被告知要开车前往主店与经理面谈。然而，到达后经理并未与我们进行任何沟通，而是直接拒绝处理此事，未作任何审查。这让我们感觉整个过程过于复杂，缺乏人性化服务。
此外，尽管我们打算购买的商品金额远超剩余代金券的面值，但店方并未提供任何补偿方案，这让我们感到失望。
总而言之，虽然我们理解代金券的有效期规定，但店方处理此事的方式显得僵化，缺乏针对性。
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