This is the letter I wrote to head office on November 26th. I have yet to receive a response. I have just included key points due to space.
The latest was a purchase I made in store on 11/15/2015. I dropped $1000.00+ on a Samsung S6 and I was looking for a case to protect my investment. I might add, I tried to purchase the device at your store, but when I called earlier in the day I was told that the staff in the mobile department were "too busy to do an inventory check" so I went elsewhere to make the purchase. However, I did return to your store to buy my Otterbox Defender, as it has been my experience you have the largest selection of colours. Unfortunately, the colour I was looking for, purple, was not available in the store, but was available on line. I proceeded to place my order as I was told it would be in the store by 11/17/2015. I figured less than 48 hours without a case would be acceptable. I might add that the Associate that helped me was great but due to computer issues he had to get a manager to assist him. The manger forgot to swipe my Rewards card, even when I clearly presented it to him BEFORE he processed my payment. Then he told me I would have to go online to request the points to be added. Well it wasn't that I forgot my card at home, I had my card, it shouldn't be my responsibility to fix his oversight but I just accepted it.
Monday the 16th I got an email saying my case had been shipped but the ETA was 11/23/2015, a FULL week AFTER the original promised date. When I tried to return the case that arrived 11/23/2015 it took 3 people at the customer service counter to process the refund. 2 out of the 3 did no know how to return a web purchase and the 3 decided to look my order up online instead of just opening the box to find the receipt. It shouldn't have been that difficult.
When I got the email on 11/16/2015 stating that my Defender was going to be well over a week before it arrive, I decided to purchase an Ottberbox Commuter and have a screen protector installed by the Geek Squad that evening. This annoyed me as this was going to cost me MORE than the Ottberbox Defender that had a built in screen protector, however I was left with no choice as I was leaving my $1000 phone exposed to possible damage. I found a less expensive price at London Drugs for the Commuter and presented it at the check out; the rep matched the price but did not beat it. I didn't realise this until I got home but I decided it was too much hassle to drive back to point out the error.
Might I add I stopped by the Samsung display on Monday as I was interested in purchasing some accessories for my new S6 but the young man who spoke to me was CLUELESS about the products available or how they worked. I knew more about the items I wanted than he could even pretend to. Needless to say I went elsewhere to purchase the Samsung Adaptive Fast Charging MicroUSB Wall Charger, Samsung 0.75m (2.4 ft.) MicroUSB Car Charger and the Samsung Fast Charge Wireless Charging Pad. So because of the lack of knowledge you lost over $150 in sales that day. Not to mention the $1000 I spent on my phone 2 days prior because the staff were too busy to talk to me.
In the spring I visited the store and I was looking for an accessory for my Samsung S5. I approached a man in the mobile section and he said he would go look for what I wanted. I watched him leave me and go assist other people and NEVER came back. I went up to the customer service desk to speak to the manager, about this lack of service and was told "Oh sorry we are really busy." Not an offer to help make the situation right, just an excuse.
I must make an addition to the letter. I called the store in question @ 8:11 pm tonight (11/26/2015) to ask for a fax number so I could send a copy to the store manager. The girl who answered the phone put me on hold without asking if I could or was willing to hold. When she came back I asked for the fax number, she did not know it and placed me back on hold. She then came back and said "Ummm we don't give our fax number to just anybody. I was told to ask why you want it?". I said that I wanted to send a letter to the store manager and was placed back on hold. She came back again and said "Ummm I was told to tell you to fill out a survey..." I quickly responded "No, I would like to talk to the manager then to get the fax number." I was placed back on hold at which point a man answered and asked how he could help me. I again said I was looking for the fax number to send through a letter about my experiences to the manger, at which time he claimed to be the manager. However he didn't know the fax number. So 1st I am questioned as to why I want the fax #, then I am told to fill out a survey and then last I am told that the "manager" doesn't even know the fax # to the store he manages? This is truly an example of the level of incompetence of your staff. read more