On a Sunday afternoon, my family visited the Sterling store (located on Route 7). We were splurging and getting a game system for our daughter who is 8 (and 50" tall). We were concerned about space for the xbox kinect, and were leaning to the wii.
However, Angela, the store manager, pointed us to the product NYKO zoom, and assured me (even when given the exact measurements of the room) that with that product everything would be fine. She even arranged us to pick up the product from another store, again assuring us it would work wonderfully with our daughter—specifically telling her that she would be able to interact with the princesses. All the while repeating that I had plenty of space—I foolishly believed her.
We got it home, set it up with the zoom, and the kinect would not even recognize our daughter existed. We attempted moving it, arranging it on top, below, above the tv. It didn't matter. According to the kinect, our daughter wasn't there. We called xbox support, and explained the situation. That's when we were told that "of course it doesn't work with the zoom, you don't have enough space."
My husband arrived at the Sterling store the very next day at 10am to return the items that we bought based on Angela's assurances. Angela wouldn't be there until 2pm, so he went home and returned to the store 4 hours later. Angela seemed un-surprised and unapologetic. She called the store we picked it up from to allow an in-store credit—but that was it. When my husband told her that we would prefer a full refund, she responded "well, your daughter is going to want a game system anyway."
Angela said what she needed to say to make a sale, and when it didn't work out, it didn't matter to her—despite how much it mattered to me and my daughter.
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