On 1-18-00 I purchased a product from this company. On 1-20-00 I returned the opened/unused product, (Sheets), to the same company. The same sales clerk that sold me the product was there when I returned the item. Her name was Joanne (she refused to give me any other part of her name). Joannes customer service skills were extremely rude towards me. Joanne told me she would have to call the manager to have the item approved. She spoke with the manager, Rony Ghanooni, on the phone.
She then told me that she had sold me the right product and she would not return or exchange the product because it had been opened. I asked her for the store policy or policy sign that said no returns granted if product is opened. She assured me it was the store policy.
There was no sign in the store in visible view, no statement on my credit card receipt or on the store receipt that indicated that this was the store policy. Joanne continued to badger me and she tried to make me feel as if I was wrong and foolish for buying the wrong product. Joanne stated, you asked for sheets, I sold you sheets, I cant help it if you dont like this product, get over it. I was disgusted in her manners and customer service. I remained calm and in a low voice the entire visit.
I explained that I needed the managers phone number. First she said she would go get it, then she decided to give me a thing or two about her opinion of customers that returned items. I politely asked her to get the managers information. I asked Joanne when the manager would return, Joanne, in a snotty tone said she did not know. I pressed her for a time to visit or call. She then said after three oclock. She said something rude and I walked out of the store.
I called the store at 4:45 PM on 1-20-00 and spoke with Rony Ghanooni. Rony stated he would not return or replace the item because it was state policy to not take opened items. I asked him for the state code or policy number indicating this. He said, call the city. I asked if it was a state or city code? He said he knew it was both a city and state code. I asked him for either of the codes, he refused. I explained I was not told the items could not be returned or exchanged at any time during the sale of the product. Rony then told me that he did not have to tell customers or post the no return if opened policy. I explained that I was a very unhappy customer and that I would follow up with BBB. He said, fine you do that, what will they do, nothing! He said this in a very hurtful tone. I explained that I would not buy from his store any more and he said he hoped not and that he didnt need me as a customer.
As you see these were two very unskilled customer service representatives for this store. At no time during the conversation did I raise my voice or say anything hurtful. I can not believe the lack of human morals with either one of these individuals. To resolve my complaint, I would like a full refund and return the product. The total sale was $128.51.
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