I am shocked, dismayed and appalled at the treatment I received from night support manager, Bob, this morning. On 10/21, I spent $55.79 in this store. When I got home I realized I was charged full price for tapenade, which was on the clearane rack with a few others (and yes, I did check the tags on the shelf). This morning, 11/2, I made a special trip this morning out of my way—ten miles x 2 = 20 miles—to return it. They had a female at their "courtesy" desk, who took one look at my receipt and flatly announced, "We don't do that before 7 am." I asked for a manager and got Bob. I explained that the customer should not have to be inconvenienced any further when it is a store error. He kept pointing to a yellow sign that says, "no refunds AFTER 10 pm." The thing about that sign, though, is that it doesn't say what time they BEGIN doing refunds. I would think that would be up to the manager's discretion, ESPECIALLY since the policy they have posted on their corporate WEBSITE says, "SATISFACTION GUARANTEED, Our goal is to satisfy our Customers... By Exchange, Refund, or Repair."
Since I had my receipt, and it clearly was way before 90 days, and it was THEIR EMPLOYEE WHO DID NOT PROPERLY REPROGRAM THEIR SYSTEM, clearly Bob fell down on the job!!! ESPECIALLY since he was trying to tell me the sign says "not before 7, " when anybody who can read at the first-grade level can see it does not say that at ALL; it says "not after 10 pm." I pointed out to Bob that there are other stores in the area that I can shop in, such as Winn-Dixie and Publix, and I don't mind paying more for the sake of getting decent customer care. I also pointed out that since it was 6:27, surely he could accommodate me, since I have to be at work at 7 am. Again, he refused to accommodate a loyal customer. As it happens, I am also in the customer care buisness (actually it's half sales and half customer care.) We have policies and procedures, too, but we also know when the sensible thing to do is to make an exception. I spend about $100 a week between this store and Sarno, and I know that's NOTHING to Wal-Mart. But it is SOMETHING to me. And I can just as well divvy it up between a couple of local produce markets, and buying my soy products at my Church's health food store (again, it costs more there, but the proceeds willl go to a Christian school, so that's fine with me). Anything else I need can be readily ;purchased at Publix or Winn-Dixie. Bob won the battle, all right. Him and his little yellow wonder sign. Unfortunately he lost a customer. But like I said—Wal-Mart could care less, right?
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