Why "Bed Bath & Beyond" should be just "Bed & Bath", because they did not go "Beyond" with me !
I have a house in Russellville Ark, I just bought a California King mattress. I could not find sheets locally. I called BBB. The gentleman at BBB stated they had CA King Sheets, but a limited supply. I told him the following: "I am driving about an hour to your store, you better make sure you have them". He reassured me that they have them in stock. I drove there, I met the guy who said he had them, and guess what ? They did not have any CA King Sheets. Now I am really upset. That is a 2 hour round trip + fuel costs. I talked to the manager, Adam, a young kid - by the tone of my voice and the look on my face, I was not too happy. I told Adam, that the guy on the phone stated that you have these sheets, and you don't.
I told him: YOU SCREWED UP, NOT ME, NOW MAKE ME HAPPY !
1) Give me $ 30 for the fuel I spent to drive here.
Adam said no.
2) Give me a pillow for my time and fuel.
Adam said no.
3) I'll buy the sheets, just get them in my hands in 2 days.
Adam said no. He also added - If I wanted them in my hands in 2 days, I would have to pay extra for shipping. This statement about paying extra for shipping really ruffed my feathers.
Adam was not being too helpful and not too accommodating.
So, I reminded Adam, that BBB screwed up and wasted 2 hours of my time and fuel !!!
He said he will give me a "20% discount on anything in store". (This is a goto statement with angry customers just to shut them up) I told Adam, "I was not interested in anything else but these sheets. Just get these sheet in my hands, that is all I want and this would make me happy". Adam became argumentative. He did not even try; or, even showed interest in getting these sheets in my hands.
Adam's demeanor was becoming quite rude. There was no admitting that BBB screwed up, but rather pushed the problem on me, as though I was the one who messed up.
Now, I am really pissed and Adam wants me to leave the store. I told Adam, you have a very angry customer, it is up to "you" to make it right and to make me happy, you are throwing road blocks at me. (You can see the steam coming out of my ears) He said he is going to call the cops. I told him to go ahead, I'll wait.
I wanted to talk to the branch manager. Adam gave me the phone #. I called the #. I wanted Adam to talk to them and explain the situation. He refused to talk to anyone from BBB. That got me mad, because he was too afraid to confront his superiors and ask for advise.
I ended up talking to a BBB personal. I ordered the sheets over the phone. While I was ordering the sheets, Adam kicked me out of his store.
I should not blame Adam for his inability to handle such a screw up by one of his employees, and his inept way to handle an angry guy who just wanted to be reimbursed for his fuel cost; or, requested to have the sheets ship quickly. I blame BBB for the lack of training, throwing a 20 something year old kid into a management position and having him manage other 20 something year olds. He may be a good shelf stocker, but dealing with the public is not one his stronger abilities.
As my dad used to say when we ran our business: If you have an angry customer, say the following: "What can I do to make you happy ? and follow through." I told Adam this story, he did not get it, he drew a
blank ! Adam showed no interest, nor did he try to be helpful. He really did not want to deal with the situation - compared to solving it.
BBB did ship my sheets and I received them. Instead of getting a light blue, I received a light green. I also ordered white sheets and received stripped sheets. The sales lady told me it comes with pillow cases, fitted sheets and a flat sheet. I only received the fitted sheet.
This whole situation with BBB was a complete and utter fiasco.
How do they stay in business with a staff of untrained employees ? Do I see another store like Sears ready to close their doors ?
This was my 1st time at a BBB, and this will be my last. Sorry guys, I gave you my best shot and you let me down, hard.
Note: Corporate did call me to ask on what happened. I told them the story. How will they handle a situation when "they" screw up again ? I hope they treat next the person with dignity and respect and with the ability to resolve and diffuse a situation before it gets out-of-hand. Without threatening to call the cops.
BBB - you better get your act together !!!! Start with better trained sales staff !!!!! And, please go "Beyond" the call of duty to help your customers. read more
