My Mother -in-law purchased a XM Satelite Radio for my husband for Christmas this year. During the purchase the sales clerk neglected to ask us about the extended warranty, so I ask about it and we decided to purchase it later along with the installation. On 1/08/09 I called out local BB and was directed to the installation dept. And set up a time and date to have the machine put in my husbands SUV. While on the phone he asked me the year, make and model of the car and then asked the time and date I would like to have it installed. I set up the appt. For the very next weekend 1/10/09. I had to change the appt. The day of the apt. From 11:00 am to 3:00pm due to my husband schedule. The man said when I called that it would be okay to change the time. So, now my husband is at the store and I give him a call to ask if they had started to work on the car yet. He asks me if I had told the guy at BB the year, make and model of the car. I told him that I did give him all the information that he had asked for when I set up the appt. He said okay I'll call you back. At this point I knew something was up, so I waited for his call back. He came to the store that I was in and proceeded to tell me that they did not have the parts necessary to complete the installation. They needed to order the parts from another store which was going to take anywhere between 3 to 5 days. They wanted him to reschedule his appt. To accomadate the employee's mistake. What the hell is that? My husband got into a lengthy dispute about how they don't know what they are doing and yadda, yadda, yadda. He then said that after the cost of the XM radio and the cost of putting it in and the yearly cost it was just not something that he was willing to have anymore. So, he said that he wanted to return it. I told him that I have the original receipt at home and that he should wait if he wanted to return it. He said fine and went back to BB. An hour later he came back and said that he had returned it and they gave him a gift card. I said that they more than likely didn't give him the full price for it considering he didn't have the receipt. I looked at the receipt that they gave him that had the balance of the gift card on it and it said that they gave him $158.99 and the cost we paid for it was $180.19. I told him that we could take it back and hopefully get the full refund and get it in cash not a gift card. So, the next day 1/11/09 we went into the store (which I might add is 40 minutes away) I went to the customer service desk and explained the problem to an employee there. He said that he would let the guy who worked on the problem the day before handle it. I said that it would be fine. I explained to the guy that we have the original receipt and that we would like to have the rest of our money and what is left on the "gift card" in cash please. He said "I don't think that I can do that, but let me get my manager". I said fine. He went and got a manager named Megan. So, I then proceeded to ask her the same question. She said " You should have called the same day of the return". I told her that yeah, maybe I should have called, but I didn't because I had gotten side tracked. She said " well, i'm sorry I can't help you. If you would have called or came in the same day as the transaction I could have helped you". I asked, why does it matter? I have all the appropriate papers and you said that you recognize my husband from yesterday anyways. She was very unemotional and not interested in what my complaint was. She said again, " I'm really sorry there is nothing I can do you should have called yesterday". I was getting disgusted at this point, because she was not just saying it politely she was being kinda robotic and crappy. I told her that I was no longer interested in dealing with her and ask if I could speak to her manager. She said " i'm the manager". I then was getting more annoyed and told her that yes Megan I can read your name tag, I would like to speak to your boss. You have to answer to someone. She then stated that " you will have to speak to someone at Corporate". I said fine. She said " I'll give you the number". I told her that isn't going to happen. YOU will call them for me and I will speak to them while I'm waiting here. She said "fine". She dialed up the number to "Corporate" and handed me the phone. She then said " I'll be back" (she never did return willingly, I might add). What ever! I was thinking. So, I'm standing there listening to their elevator music and was told by the automated system the approx. Hold time was 15 minutes. Can you believe this? I ask my husband. I then waited the entire time and then I got to speak to a (ugh!) moron, named Herb in the customer service dept. I was told I was going to speak to a manager in "corporate". Herb was just your everyday run of the mill customer service rep. I proceeded to tell him that he was not going to be able to correct my problem and that I would like to speak to a manager. He said that " he would really try to help me with the issue". So I
Reluctantly explained the story to him. He said " okay, well our policy is that if you return something without a receipt you can not redeem the gift card that is given to you for cash. So this conversation was going nowhere and I was only getting angrier by the minute. I was getting really fed up with the stupid a* people that BB likes to call employees. I was on the phone by this time for around 30 or so minutes. He said to me " I need to speak to Megan". I said fine, but don't plan on putting me on hold for very long. He said "fine". He did exactly what he said he wouldn't. He put me on hold for 5 min. Then came back and told me the exactly the said thing. He said that " there is nothing more I can do". I ask him if he had more authority than Megan and that was not the case as I had predicted. Then I had another employee ask me if I need help? OMG! Are you not hearing this stupid conversation that is going on in front of your face? I looked at her and said, you know I'm supposed to be getting help, but that isn't the case... I told her the longer I'm on the phone with this prick the louder I'm going to get. So, please be aware I'm in the front of the store and other customers are in ear shot from me lady. So, yet again i'm fussing and fighting with Herb and nothings is being done. I finally told him that I would like to speak to a supervisor. He was not real happy to be passing the call on to the supervisor. Like he was going to help anyways. He said "m'am I'm going to put you on hold to transfer you". I told him that he better not be jerking me around. I don't want to be here all damn day, please make it quick. He said that he would. I waited on hold for another 7 or so min.By this time now I'm down right irate. I look at the time on the phone and it said that the time elapsed is 36 minutes. Can you believe this? About 45 minutes in, he comes back on and introduces his supervisor named Rob. Okay, for the third time now I am telling the story of their employee not doing their job and not giving me cash and the same old story that the other people have heard. He listened to my story and agreed with Megan's decision. I really at this point was getting quite loud and was very fed up with the entire situation. I pulled out all the stops. I'm for the most part very quick on my feet and I remember what was said in the other conversations that I had with the other people. He just like the other employee's started to quote policies. Ugh! If I heard one more time about the dumb policies they "try" to enforce I was going to have a melt down. Rob and I went tick for tack for quite sometime and he was not willing to make things right. Well, " according to me" he said. He told me that " it is policy that we don't take returns with out a receipt and that as a courtesy they were able to give my husband a gift card int he first place". I told him that they didn't even ask for the receipt so there for how does he figure it's a "courtesy" when were not notified of any such thing. He said that " it's policy that our employee's ask for the receipt and he would have done so". I'm telling you there was no discussion of the receipt and that my husband just said "can I return this?". Over and over we went about the conversation that had gone on the previous day. He was getting very upset with me at this point because i'm yelling into the phone. He basically told me that "he was not getting into semantics with me and if there was nothing else he was going to end the conversation". I then yelled across the store to Megan who had been absent all this time and told her to get over here NOW! She come running over and we disagreed some more and then she took off again. So, more with Rob and by now I'm fighting back tears because of the entire situation. I realized that all the complaining in the world was not going to change this morons mind. He was programmed very well by BB and he was not changing his mind. I finally got to the point that I was making a fool of my self in the store and yelling obscenities' at him and just in general. He then ask me in a very sarcastic tone " is there anything else that I can do for you". And I yelled in the phone YOU CAN GO F*K YOURSELF!!! I know, I know what a lady I am, right? But, after being on the phone with this crap for 1 hour and 11 minutes it was bound to drive anyone past the point of no return. So, I then screamed for Megan to get over to me NOW! She ran over and I told her that she is going to put the rest of my money on the stupid gift card and stop wasting my time! She thought for a moment that she was going to get sassy with me, but honestly she is really messing with the wrong person at the wrong time. She attempted to say " if your going to talk to me like that" and I interrupted her and screamed at her to put the money on the f*king card NOW or i'm calling the cops and making a report of someone trying to rob me. I threw the gift card at her and she picked it up and walked over to the register. I told her to hurry up!!! She said " if you going to talk about the cops" and I cut her off and told her that she isn't going to do nothing... She stood there shaking and finished putting the rest of the money on the card. I grabbed the card out of her hand and started for the doorway. On the way out I decided that I may as well tell the all what my feelings are about the store so I yelled THIS STORE F*ING SUCKS! Mind you, there is quite a lot of conversation that i've left out. Such as Rob the manager telling me that "if I wasn't happy with the gift card that they gave me that maybe I should give it to someone else, or sell it to someone for money". I told him that I was flabbergasted at how they take care of their customers and that they should take some tips off of Macy's, they seem to have it right. I have realized since I've calmed down that I did make a complete a* of myself and that bothers me, but I felt very put in the corner about what was going on. I can't believe that BB has such a huge empire and they treat their customers like this. I've since then filed a complaint with their corporate office and i'm in the process of writting a letter to their CEO. I'm not going to get my cash back and I now know that, but I do feel very vindicated in yelling at the people who were at the cause of all this stress. I hope Megan and Rob slept well that night knowing that they ripped off yet another customer. And I hope that Megan though that I was some crazy person that she need to watch over her back for... Lol I do find it embarrassing yet amusing at the same time. I hope she had a really bad day after that. So, in conclusion please, please reconsider if you are wanted to buy something or have something installed from BB. I hope if you do your experience was much better than ours. Buyers beware!!!
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