I had a terrible customer service experience from a supposed store manager, Eduardo Hernandez tonight 2/23 when I wanted to return an antivirus software I had purchased at store #10 in Anaheim, CA. Mr. Hernandez wanted to refund the item for $25, after he and the associate, Yonas Aregawi, had initially informed me that I would be given store credit for the purchase amount which was $75.41 (69.99 tax). He claimed that the software was sold for $25 in the last 90 days and that is all I am entitled to get. I asked for the time when the product sold for that price but he refused to give me the information. Also, I asked for policy stating that I have to get the lowest price, he could not show me one and blatantly refused to provide the information. Furthermore, I asked for the store manager, he said he is the only store manager and there is no one above him. He claimed he is trying to help me and that since I do not have the receipt, he has no obligation to do so. I felt so humiliated and offended that I was treated this way because I am black and Mr. Hernandez must think I was lying that I paid $69.99 plus tax for the item. I feel the need to say this, all African Americans are not thieves and they should not be treated as such. I have bought several items from Fry's before and never have I been treated this way. If I knew this is your policy when customers want to return items without a receipt, I would hAve taken my business. Somewhere else where I would appreciated. After this experience, I do not think my friends, family and myself would do business with Fry's again. Mr. Hernandez was rude, confrontational and unprofessional. He did not portray a good image of managers and has not represented Fry's as a good place to shop.
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