In 16 March on Monday's night my wife, me and our son were at Sam's Club Store #6332 located at Franklin Mills Circle, Philadelphia, PA 19154 looking for a computer monitor. We asked one of the employees at the computers area about the monitors. He show us the available monitors in the stock. While we were examining one of the monitors the employee commented that there was one at a discounted price due to it was a return and the box was already opened. The item in the box was a Samsung 920NW (Black) 19 inch LCD Monitor (SYMCMASTER920NW) seemed pretty new. We asked the employee about the functioning condition of the monitor and he stated it was perfect and ready to be used. We asked again if him could assure about it was good and once again the answer received was that the item was OK and perfect to use, just it was returned with no defects. We deiced to buy it after the employee assured it was in excellent condition for a total price of $90.96 with tax included. As soon as we arrive to our house, we connected it to the computer to use it but it never turn on. The monitor was defective showin no image at all. Today 3/17/09 my wife and son went into the store to return it for a refund or a store credit.By surprise, the customer's service attendant lady very unpolitely told us that it is not possible to return the item due to it was bought at reduced price. We explained her that our decision to buy it was based solely to the employee's comments assuring the item was in perfect condition. However, she refused to accept the return. My wife asked for the Main Manager of the store, but he was not at the store today.instead, she was referred to another Manager or Assistant Manager named Ryan O. Kramer who after hearing my wife's request he answered in a pretty rude way that he can not authorize the refund, and instructed her to talk to the Main Manager tomorrow. After saying that, he turn his back to my wife and rushed to hide into his office. My wife stayed there complaining to the lady in the customer area and requested the main headquarters phone for customer complaints. She gave her the phone number 1-888-SHOP-SAMS (1-888-746-7726) and talked to Amanda (the lady refused to give her last name) to explained her what was happening with the monitor bought yesterday. After hearing her, she only expressed: "I'm so sorry about what happened but the should not over ride the store's decision regarding the issue.in that point, I commented to her that's unethical and it's nothing else than stealing money from the customers making false statements about the condition of the items they sell. She again, expressed her sorry but she can't do anything. I emphasized it means stealing by fooling customers with false statements and wrong information. Then I requested to talk to a higher supervisor but my request was denied and the phone was hang up. We feel that SAM's Club fooled us with unfair commerce practices. There is no doubt that SAM's Club is stealing money from the customer with incorrect statements about the condition of it's items. We only ask for a refund of what we paid $90.96 for the monitor id6804-6332-0004-2131.
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