Thank you for taking the time to read this. First, I would like to point out that Fred Meyer Jewelry is GREAT, their warranties are wonderful and aside from ONE manager, their customer service has always been excellent.
If you live in the Portland area and would like to receive outstanding customer service, I would suggest you to go 6495 SE TV Highway Hillsboro, OR and speak to Dan, or to their location in Cornelius and speak to Craig. They will treat you great and be very helpful in selling their fine jewelry.
My complaint is about "the manager" at the Cornelius store. His name is John and he treated me with a total lack of respect and has NO customer service skills at all.
I was making a return, and his back was to me, since he had been acting as if I was thoroughly putting him out of his way since I had entered the store, I was apologizing to him for causing him additional work. He turned to me, held his name tag out and said, "My name is John, I am the manager here." at which point I thought I had called him Don or something and asked what I called him. He replied, "Hon... And my name is not Hon, it's John." I don't think "Hon" would normally be considered an insult; especially when its from a customer of yours who is sincerely apologizing for having you do your job and I was aplogogetic because he acted as though I had asked him to explain the gravitational pull in a 10,000 word essay.
He continued to treat me with a total lack of respect while I returned the two items, that I had purchased the day before, he had me go home and get an item that he didn't need, "for a paper trail", it was not paper, it was a piece of jewelry that I assume he wanted to see.
I wrote up a complaint to the general store manager, who is not technically over the jewelry department. Mr. Wong was kind enough to call me back however and apologize profusely for the lack of customer service I had received. I then wrote a letter to, and left 2 messages for, the Regional Manager, her name is Sue Muccigrosso, and I realize it's a busy time of year for them, but I have yet to receive a response from her.
These returns were made on 12/5 so I feel I have given ample time to receive a response from someone in their company who has authority over him. You can only put 750 words on this complaint, so I can't truly express the arrogance, ignorance and general bad attitude that John had, but I left that store VERY upset and frustrated.
He also repeatedly told me "I am doing you a favor." Making a return on a defective item is NOT a favor. It's an expectation and part of their warranty.
Since I have been doing business at that store for years, I have only had good experiences and would refer people there. Now, I would suggest to deal with Craig if you go there, or drive out of your way and to to the other store. Our next purchase was done on line, because they do have wonderful high quality jewelry. Yesterday we finished our holiday shopping at the store on TV Highway, just to avoid John.
I have worked in customer service most of my life and I have personally never been treated so rudely by a manager, or any employee for that matter, at ANY establishment. You will receive better treatment at a Dollar Tree store.
He even had the audacity to ask me why I wasn't returning the merchandise to the same store I purchased it. That isn't his concern; however, the reason is I purchased it while I was out shopping and wasn't going to drive 18 miles back to that store when I have one 3 miles from my home.
But why would he ask a customer that? Especially a repeat customer, which he could clearly see by looking up our names, the numerous items we've purchased were all there. Even if I were buying a $30- charm, (which I wasn't... We were dealing with 2 items that totalled over $1,000-) he should treat people with the respect they deserve, simple human courtesy. He did not, he was extremely rude from the begining of our transaction until the very end when I asked him to hand me the bracelet I had just purchased, so I could wear it out of the store, and he insisted on putting it into a box and wrapping it up. That and him acting as if I were a child and holding his name tag out towards me were just too insulting to ignore.
What happened to the customer being right and especially when it's a consistent pleasant customer? I have gotten Thank You notes from their employees for always being so respectful, patient and understanding when a time delay does occur with special orders, as it sometimes will, and it's out of their control.
The "manager John" at the Cornelius store is one of the rudest, most disrespectful and arrogant people I have ever dealt with when making any transaction at all. He showed no respect to me, or others around him. To make matters worse, he did all of this in the presence of my 12 year old son.
Since it's been over 10 days and the only person I have heard from was the wonderful general manager of the store, Mr. Wong, I decided to put a complaint on here to warn others of the lack of respect they can expect to receive if they deal with JOHN at that store. Craig at that store, will be helpful, courteous, personable and go out of his way to ensure you get what you are looking for.
As will Dan Garcia at the store on TV Highway. I would just suggest unless you like to be treated horribly, not to deal with John under any circumstances.
Again, thank you for taking the time to read this and please pass it on to spare others the absolute frustration, embarrassment and utter waste of time I endured.
Sincerely,
Chris and Shannon Reichow
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