We ordered a Samsung monitor, a 19' LCD, really nice, from newegg.com, purchased in February 2008. In April the monitor broke down with no display at all. We called Samsung, who were very helpful and said they would send a monitor to the UPS store. At this point I was really impressed with this great service. When the package arrived, UPS was supposed to call us. We got no calls from them, no messages.
I called, and they said, "Oh yeah, we got this in 2 days ago." I was so excited about our monitor being back that I did not even care about them not calling. I said OK, we will pick it up tomorrow. The gentleman there said, "OK, but your girlfriend must bring her ID," as we purchased it under her name.
No big deal, so we went down there to turn our monitor over to Samsung and get the new one. My girlfriend went in, and I stayed in the car with the kids. They ordered her to unscrew the base from the monitor while the employees sat there and talked among themselves, not paying attention to the store or my girlfriend. She explained to them that we did not bring any tools.
She said she would go get her boyfriend to see if he would take it apart for her. She came out to the car and told me, and I said no problem. I walked in, and they talked for 5 minutes. The store was empty except for me. I asked the clerk what I needed to do, and he replied very snobbishly, "You can't touch it, she has to be in here."
I explained to him, "Sir, she has 2 children in the car, one of them a newborn." At this point I walked out to tell her what he said, and as I walked out I heard him call me an insulting name. I have a lot of tattoos, but that is no reason for this kind of behavior. So I walked back in and said, "Excuse me, sir, what did you call me?"
He said, "You're acting like a jerk." I looked him in the eye and said, "Sir, this is very unprofessional behavior, I would like to speak with your boss." He replied, "I am the boss, I run this store." Then he said, "Get out of my store." Confused, I walked out to the car, and he insulted me again. This time I ignored it, knowing there was nothing I could do.
I told my girlfriend what was going on and how the gentleman had talked to me. She went back in to try to take it apart herself. When she got in, he told her that I had ordered him to send it back to Samsung. But it is Samsung's property until it is handed over to us, and Samsung is the only one who could authorize it to be sent back, so I walked out to my car and called Samsung. They punched in all our info and demanded to speak with the gentleman at the UPS store.
At this point I had been kicked out, so I sent her in with my cell phone, where he first refused to speak with Samsung. He finally took the phone and talked with Samsung, and they advised him that he was going against contract by not releasing our goods to us. He proceeded to tell them that we had requested the monitor be shipped back. They advised the UPS worker that this was against their contract with UPS.
He still refused to give us what was ours, as ordered by Samsung. Samsung said, "He will have to send the item back, we will have to send it to another UPS store, he is going against our contract right now." I was confused and upset at this point, and I just agreed and said that is fine. So my girlfriend went back in to get the broken monitor, and the UPS worker tried to keep the broken one as well.
I got back home and called UPS corporate, who assured me this would get taken care of. The rep said, "Also call this number, this is the franchise owner, make a complaint with him as well." I took her advice and left a message, and I still have not heard back from either one.
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