“There’s always going to be this back and forth – is it the customer who went too far by recording it, was it the business owner that went too far by maybe not embracing customer service the way they should have. It’s hard to say,” said Scott Kleinberg, Pittsburgh-based social media expert and formersocial media editor. “It’s just this giant domino effect... that one video that lasts two minutes leads to all this stuff happening later.
“I wish you would have asked me before purchasing, I would have told you that it’s not real Coach,” Marshall says in the video. “We would have priced it way higher if it was.”“We’re a vintage store, not a thrift store,” Marshall says.“I’m super sorry that you’re unstoked about the Poshmark prices, but we do a lot of research on our pricing,” Marshall says.
Meanwhile, Cook and Marshall say they tried to apologise to Behrens personally, and have refunded her the money for the purse and other purchases she made that day. “I just really want people to know that we love what we do,” Cook said. “I think this was not a prime example of our customer service. But I do think people have bad days. And aren’t always at their best. And in this case, didn’t have anything to do with race, just had to do with a bad day, bad timing and a camera in the face.”
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