On may 10th i purchased a watch for mothers day. The watch states water resistant 30 meters. After being worn only about 4 times my wife went in the pool 5ft deep. Upon exiting we noticed condensation in watch and it was no longer working.
The following day 6/15 we took it and receipt to "sam's" club for exchange or refund. After waiting @ return desk for 10min we were sent to jewlery counter, after waiting for service and no one showing she was paged again. Now another 10min a somewhat unhappy representative appeared. Telling her problem she asked for box watch had come in along with all other items in box such as user manuel. I told her we had already red manuel and didn't need it any longer so all that had been disgarded, i also told her at no time during purchase were we told to keep "all" product material. As turned to walk away she told me return policy is on website and i should have read it. I said i didn't buy from any website i bought in store. She then turned & walked away saying she is going to manager as she walked away! She was there no longer than 2min bore leaving us @ counter for another 10min.
Manager walks up to us, does not offer us any resolution, or even ask how she can help. She had already determined her mode of action, handed me back watch & receipt stating same thing as other girl. I repeated my situation and also stated how her empoyee had told me i should have read policy on website. She appologised for that statement and told me to go back home see waht i could find if anything. If i could not find anything she "may" be able to offer store credit.
This is rediculous, does she not know price of gas, is her time not valuable to her, is she really asking me to dig through trash can outside @ over 100 degrees? Fact is knowing it or not, this is exactly what she's telling me to do if i want credit! Hell no, and now i'm upset! I run a service business and no way would i have many customers if this is what i thought was customer satisfaction! I reminded the this is a membership store, we pay to keep place going and to shop here. They should go beyond retail customer service, and strive to meet the neeeds of their "members".
Well i will do all they require to get my refund, and when i return i will also ask for my membership to be canceled and hope they honor policy that states "if @ anytime you are unhappy with service, full membership fee will be returned." we'll see what happens maybe i'll have to pass some timed obstacle course out back and grab my money flying around in wind chamber to really receive refund?
I'm going back to "costco" i never had trouble there and was just giving "sam's club" a try.
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