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Masquerade
Unclaimed Business
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Performance(last 12 months):
TrustIndex
0
Ranking
#53
in Retail
NPS Score
0
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceDB
Dean B
1 reviews | Active since Jan 2020
5 Dec 2024, 09:51
Masquerade Customer Service Turnaround
I would like to extend my heartfelt thanks to Amy from Masquerade for her prompt and professional response to my recent email. Although she was unable to get back to me earlier due to unforeseen circumstances, I truly appreciate her effort to address my concerns with such diligence. Amy approached the situation with a level of understanding and commitment that speaks volumes about her dedication to customer service. Through her actions, she not only resolved the issue amicably but also ensured that all parties involved walked away satisfied with the outcome. I generally prefer not to take to social media to highlight situations like this, as I believe in addressing concerns directly. However, I feel it is important to acknowledge the exemplary way Amy handled my case. Her professionalism and ability to navigate challenges effectively reassured me as a customer. Once again, I am grateful for her assistance and support; it certainly makes a difference when someone goes the extra mile to resolve an issue. Many thanks to Amy and the team at Masquerade for their outstanding service!
Helpful (0)
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Dean B
1 reviews | Active since Jan 2020
5 Dec 2024, 09:51
Masquerade Customer Service Turnaround
I would like to extend my heartfelt thanks to Amy from Masquerade for her prompt and professional response to my recent email. Although she was unable to get back to me earlier due to unforeseen circumstances, I truly appreciate her effort to address my concerns with such diligence. Amy approached the situation with a level of understanding and commitment that speaks volumes about her dedication to customer service. Through her actions, she not only resolved the issue amicably but also ensured that all parties involved walked away satisfied with the outcome. I generally prefer not to take to social media to highlight situations like this, as I believe in addressing concerns directly. However, I feel it is important to acknowledge the exemplary way Amy handled my case. Her professionalism and ability to navigate challenges effectively reassured me as a customer. Once again, I am grateful for her assistance and support; it certainly makes a difference when someone goes the extra mile to resolve an issue. Many thanks to Amy and the team at Masquerade for their outstanding service!
0
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Dean B
1 reviews | Active since Jan 2020
2 Dec 2024, 09:58
Masquerade-rigid, unsympathetic customer service
Below is my first comms to Masquerade: “Please could someone assist me. I took my daughter to both your stores this afternoon for a couple of items she required. My daughter is 12 and after being assisted she hired two items and purchased three items. (Please see attached) I have a problem in that when I dropped her off at her moms in Pretoria her mom went ballistic at me asking how could I allow my daughter and her friend to wear a Corset. Quite innocently I believed it to be a fancy dress for next weekend and my daughter was going as a rabbit from Alice in Wonderland.” Below is the first response I received from Amy from Masquerade: “ I completely understand your situation regarding the costumes not being used. However, once costumes are hired out, they are taken off our shelves and cannot be rented to other customers. Our policy is to treat all hired items as being in use, regardless of whether they were worn or not. We rarely consider refunds unless items are returned on the same day, and we are notified in advance. I truly empathize with your situation, but we need to maintain this policy to ensure fairness to all our customers and the viability of our business. Unfortunately, I cannot offer a refund for the hire itself. However, I would be happy to refund any accessories you may have purchased.” This was all very well and I absolutely understand their policy, however, I did reach out to Masquerade the very same day I had hired the two corsets and I am really disappointed that given the circumstances, along with the fact that I made contact with them the very same day, that they would have at least considered offering a voucher. Amy responded to my mails once and after mailing her now for 3 weeks, not one response. Masquerade certainly hold a large share of the market in this industry and I am sure my grievance will not matter; but I would like to put this out there.
Helpful (0)
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Dean B
1 reviews | Active since Jan 2020
2 Dec 2024, 09:58
Masquerade-rigid, unsympathetic customer service
Below is my first comms to Masquerade: “Please could someone assist me. I took my daughter to both your stores this afternoon for a couple of items she required. My daughter is 12 and after being assisted she hired two items and purchased three items. (Please see attached) I have a problem in that when I dropped her off at her moms in Pretoria her mom went ballistic at me asking how could I allow my daughter and her friend to wear a Corset. Quite innocently I believed it to be a fancy dress for next weekend and my daughter was going as a rabbit from Alice in Wonderland.” Below is the first response I received from Amy from Masquerade: “ I completely understand your situation regarding the costumes not being used. However, once costumes are hired out, they are taken off our shelves and cannot be rented to other customers. Our policy is to treat all hired items as being in use, regardless of whether they were worn or not. We rarely consider refunds unless items are returned on the same day, and we are notified in advance. I truly empathize with your situation, but we need to maintain this policy to ensure fairness to all our customers and the viability of our business. Unfortunately, I cannot offer a refund for the hire itself. However, I would be happy to refund any accessories you may have purchased.” This was all very well and I absolutely understand their policy, however, I did reach out to Masquerade the very same day I had hired the two corsets and I am really disappointed that given the circumstances, along with the fact that I made contact with them the very same day, that they would have at least considered offering a voucher. Amy responded to my mails once and after mailing her now for 3 weeks, not one response. Masquerade certainly hold a large share of the market in this industry and I am sure my grievance will not matter; but I would like to put this out there.
0
Replies (0)PJ
Pauli J
1 reviews | Active since Jan 2020
4 Aug 2020, 11:04
FABULOUS LUXURY
I feel like Alice in Wonderland !!!! Masquerade is filled to the brim with the most luxurious products for you and your home. Spoil yourself and all your senses - see the beauty, smell the fabulous products, feel the luxury and just enjoy every beautiful item. FANTASTIC SERVICE and just a wonderful place and people :)
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Pauli J
1 reviews | Active since Jan 2020
4 Aug 2020, 11:04
FABULOUS LUXURY
I feel like Alice in Wonderland !!!! Masquerade is filled to the brim with the most luxurious products for you and your home. Spoil yourself and all your senses - see the beauty, smell the fabulous products, feel the luxury and just enjoy every beautiful item. FANTASTIC SERVICE and just a wonderful place and people :)
0
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Mia R
1 reviews | Active since Jan 2020
27 Jul 2020, 05:00
Incredible service! FIVE STARS! :)
I bought a little bottle of essential oil at this beautiful shop in Franschhoek and got back to Cape Town only to find it was 1/4 full. I emailed the owner and she was absolutely FANTASTIC! My bottle was replaced with superb service and she was so lovely! I definitely recommend visiting Masquerade in Franschhoek not only because it has the most gorgeous home decor bits and pieces, but because Marti is amazing! Well worth the trip! :)
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Mia R
1 reviews | Active since Jan 2020
27 Jul 2020, 05:00
Incredible service! FIVE STARS! :)
I bought a little bottle of essential oil at this beautiful shop in Franschhoek and got back to Cape Town only to find it was 1/4 full. I emailed the owner and she was absolutely FANTASTIC! My bottle was replaced with superb service and she was so lovely! I definitely recommend visiting Masquerade in Franschhoek not only because it has the most gorgeous home decor bits and pieces, but because Marti is amazing! Well worth the trip! :)
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