My boyfriend and I were visiting your shop on Ko Tao few weeks ago. We bought a set of mask and snorkel but after we used it, we found out that the mask was leaking from the frame so we brought it back to the shop and wanted to change to a new one. After the girls in the shop has tested the mask, then they let us change. At the beginning, we didn't want to pay any extra and just wanted to change to a new one but the guy in the shop didn't want us to change to same model so we started a little argument. Later he asked me where are we coming from. Czech Republic, I replied. Then he put an ironical smile on his face and shook his head on us. So I asked him "what's that supposed to mean?" then again another ironical smile of him and said nothing. I was so angry and almost cried because of his behavior. I couldn't stand any longer in the shop and had to walk away.
His behavior was unacceptable, was very rude and insulting. This is how you guys treat your customer?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 27, 2012
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Firstly I would like to offer an apology for any ill feelings you may have felt, as we do take customer service very seriously. The gentleman you refer to, I assure you meant no bad feeling by asking you where you come from. That is not the way he is. He asks everyone where they are from and to be honest probably doesnt know where the Czech republic is on the map or have any negative associations with your country.
I believe the cause of your unhappiness may have been the fact that you did have a problem with a mask that was on sale at a 50% discount, clearly advertised in a basket on the floor and sold without warranty. These masks were discounted due to being delivered to us damaged. Some of them leak a little, but some not, so we decided to sell them off really cheaply. My staff tell me that they informed you of this possiblilty. We could not have replaced this mask for you with another and be sure it was also not faulty. That is why my staff asked you to upgrade to a much better model for only 9$. It was not an attempt to get more money out of you, but good customer service in trying to sell you a good product for a very fair market price.
Unfortunately, you left our shop unhappy with ill feelings which I believe to be as a result of a misunderstanding following the incident above, and that is certainly not our objective. We aim to please all customers and offer them good service.
Please contact me directly if your prefer tao(at)planetscuba.net
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.