WORST Customer Service Experience ever! CHECK YOUR RECEIPTS for prices before leaving the store as both my friend and I were OVERCHARGE BY $5 EACH on different items. Manager on duty (Mike) doesn't care about customers, tries to make up excuses or flat out lies to fit his reason needed and doesn't honor the company's own policies posted above registers in store.
Mistakes happen, I understand that. Most employees and businesses own up to the mistake, apologizing for the inconvenience, honor their own company policies and correct it to make it right with the customers. That is what EXCEPTIONAL customer service "would have" looked like today.
SAVE YOURSELF THE HEADACHE, FRUSTRATION AND TIME BY GOING TO RALPHS ON HUNTINGTON AND GARFIELD.
Details if it makes any difference:
1) My purchase included one of the Kingsford Entrées 16 oz to give it a try, marked with the $5 Managers Special tag in the Meat Dept. I grabbed 1 of the 3 varieties with this tag. Upon reviewing receipt, I noticed it rang up at $9.99. When I pointed this out to the cashier, she had another employee take the item to check pricing in the Meat Dept. He came back, brought the tag showing it was marked $5. She did a refund on my credit card for the $4.99 difference.
2) My friend's purchase included a bottle of Absolute that was on sale. He is a senior with disabilities, visually impaired and I drive him to the markets to help with his shopping. When he asked me to review his receipt, I told him he was charged at $24.99 for the Absolute instead of the sale price of $19.99 in the ad. He told the cashier, showed her his phone with the coupon loaded to his card in the App, she looked at the ad, didn't understand why the coupon did not apply and proceeded to refund the $5 difference.
3) While waiting for the cashier to correct my friend's purchase, I look up and see their huge signs hanging from the ceiling notifying customers about their Price Accuracy Guarantee. So when the cashier finishes the refund on my friend's order, I decided to ask her about their policy. Since my item was $5, shouldn't my item be free? Response: I need to take that up with the manager at the next register. So when he (Mike) finished the order he was working on, I asked him about the item I was overcharged. THIS IS WHERE MIKE TRIES TO COME UP WITH ANY EXCUSE HE CAN THINK OF: a) points to the ad showing it was a Friday ONLY sale price - today is Sunday with $5 Manager's Special tags throughout the store; b) points to the ad showing the $5 only applies to the 1 item pictured - ad states "ENTREES" and multiple varieties had the $5 Manager's Special tag; c) he personally needs to check the shelf and speak with the Meat Dept to verify price - since he was working on ringing up another customer's order, I checked the shelf and spoke with Meat Dept employee (tag on shelf was already removed by employee, spoke with Meat Dept employee to ask about the tag and asked for Meat Dept manager, employee came back and said the manager Chris said yes the price is $5).
4) EXREMELY POOR CUSTOMER SERVICE! This is when customer service turned from bad to WORST. After Mike himself came back from the Meat Dept, he said the price is $5 and I can have it for the $5 I already paid. So I asked him about the Price Accuracy Guarantee signs posted above the registers. Wouldn't this apply? He said NO, it only applies to sale items in the weekly ad. SO ANOTHER EXCUSE OR LIE??? I didn't need the item, so I told him I would like to return it and a refund. Whether it was one item or 100 items purchased, I would return the entire order for this type of poor customer service. I have returned entire orders before when the employee/management won't follow their own policies, provides terrible customer service and actively shows they DO NOT VALUE THEIR CUSTOMERS.
Since the Store Director (Manager), was not in and the employees would not call anyone to escalate the issue, I called corporate to file a complaint for the poor customer service and the store/manager not following their own policy. Now awaiting return call.
YOU MIGHT ASK??? Why do stores have these types "Price Accuracy Guarantee" policies and signs posted in their stores? When did stores start such policies? BECAUSE THEY WERE FOUND TO BE IN VIOLATION OF OVERCHARGING CUSTOMERS AND FINED! They are not posting and giving you refunds out of the goodness of their heart. They were made to and agreed to in their settlements. Companies are making record profits STILL after Covid and tariffs because of their high prices and overcharging using anything as an excuse to charge more. read more