I feel that as a consumer I have been taken advantage of and this company has stolen from me. Back in January my wife and I purchased a Christmas Tree on Clearance at the local Garden Ridge store for $175. It was a 12 foot tree and we paid the full price for it. The tree was loaded into our vehicle by the employees of the store and we perceived to head home. Being that it was January we took the tree to our attic and left it there for the summer. When we went to open in after Thanksgiving, to our surprise we only had of a tree. The store had failed to mention that there was another box included with this tree. Naturally I tried to call the store, but there number is all automated and any issue are dealt with by their customer care line by e-mail. You never get to talk to a live person. The next day I went to the store and explained my situation hoping that they could provide me with the second box. The store manager advised me that since my receipt was older that 60 days that I would have to e-mail the customer care line. That tree model was discontinued and there was nothing that they could do for me. They even advised me to call the vendor of the tree and see if they would send me the second box. So I e-mailed the customer care line and they advised that the only thing that they could do is offer me a gift card for the $175. I advised that I paid with my credit card and I have a valid receipt so why could they not either offer me a refund to my card, or exchange my of a tree for a comprisable model. Neither of those was an option, so they advised to me that since I declined their gift card offer that there would be no further contact with me. Naturally I was upset so I went back to the store and got the vendors number and they were mortified that the store would say it was their fault, it was a store issue and they should correct it. The store told me that there was nothing that they could do.
So I tried to call the Chairman of the board, and even filed a complaint with the BBB. The CEO has yet to return my calls or e-mail, and I recently received an e-mail from the VP of operationsstating that they dont feel like it was their error and they have no proof showing such. I cannot believe that a VP would respond in such a way. I feel like we have been cheated from this store and their corporate location. I would have thought they would try to resolve this issue, but as you have read they dont think it was their fault. I guess they feel the customer is supposed to know that there are 2 boxes associated with their product. We still are without a Christmas tree, and dont feel that we should have to wait until after our Christmas is over to purchase another one with their gift card, nor would we want to spend another dime in that store after the way that we have been treated. I
All we ever wanted was either for them to refund our MasterCard, or for them to do an exchange for a product of similar statute, but both of those options were declined. They wanted us to pay money for merchadise again after christmas was over. Why in the world would I want to spend another dime in this store after the horrible customer service that was dealt to me?
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