Mary, Asst merch manager & Kevin Albritton, Asst General Manager at the Sevierville/Kodak location are both either 1) passively racist due to my color and state I'm from and/or 2) strut around thinking their " titles" give them permission to not uphold Bucees customer service focus.
We have homes in TX and FL so discovered Bucees a few years ago. We primarily live in CA so my kids and I are still excited to go to Bucees and have spent thousands of dollars through the years at Bucees. I have never exchanged or returned an item at Bucees.
4/22/24 we were headed to the "newest and largest" Bucees in Sevierville but ran into a Crossville location first. Purchased about $160 worth of Bucees souvenirs/food from Crossville TN location. In addition to getting $53 worth of sandwiches/pudding/salad/drinks and also $35 of gas.
4/22/24 When we got to Sevierville (Kodak) few hours later on the same day, a friendly cashier needed to get Mary the asst merch manager to approve my request to exchange a medium blue shirt I got from Crossville for the exact same blue shirt but in size large. I also wanted to exchange a red tumbler with the exact same tumbler but in color white which the Crossville location did not have. I had only purchased these items less than 2 hrs ago in Crossville. First thing I notice is Mary does not smile at me, no small talk, not friendly at all, just stared at me w blank eyes. She exchanged the two items, I thanked her, she did not thank me back. I went on to shop spend approx $103 more this day
Next day 4/23/24 at about 9pm after a day of sight seeing, returned to the Seiverville store to get gas & shop for food/goodies/drinks/etc. I paid for the items (another $74) & explained that I bought a red large shirt yesterday at Crossville store that I discovered was a "smaller" large compared to the large gray shirt I purchased yesterday. I asked to exchange the red large shirt for an XL as it ran smaller. It was never worn, tags completely intact.
Mary rudely told me that "I already returned two items yesterday and I couldn't do another return." I reminded her that yesterday was not a return, it was an exchange for a larger size. And today is also an exchange of a large to an extra large. I want no money back. Mary argued re policy and I said I will know this next time but for now, pls allow me to exchange.
Mary was clearly irritated, left & made me wait about 15-20 min. She told me that her manager approved this one time exception. She again lectured me for not knowing the Bucees return policy. She said she made me aware of it yesterday. "ohhh yes I did tell you" she argued. I was firm "no you didn't tell me otherwise I would not have come back surprised of this policy."
Suddenly a man arrived. I'm 5'2" height and he is quite taller. He did not smile, he did not introduce himself to me. I later learned it was Kevin Albritton, assistant General Manager. For a second, I thought it was good he arrived, must be there for "service recovery", after all he is "assistant general manager" so expected him to be customer focused & reasonable. But he spoke down on me. Just like Mary, he scolded and humiliated me in front of staff & customers. Kevin made no apology for the wait, no empathy for my frustration. I tried to talk, he put his hand up and said "let me finish" "let me tell you what the policy is.... " he said "everybody knows the return policy..." he said the policy "is posted at EVERY register". I said "I'm at a register right now, where is the policy at this register?" He looked around irritated that I challenged him, he finally found and pointed out the policy hanging in a very small frame on a far wall. I said " I would never have seen that" I think Kevin was embarrassed for saying the policy was at "every register" but in fact, it was only on a far wall . I said "I'm from California so didn't know" I said to him "well here's the shirt I wanted to exchange" But from Kevin's facial reaction and response , my perception Kevin either 1) didn't like that I was from CA, 2) that I'm a brown Asian and/or 3) he is in "power trip" as a "Asst general manager" because his final response was so emotionally childish! Kevin Albritton didn't respond like a leader but rather like a temperamental rooster with chest feathers ruffled. He clearly labeled me insignificant and responded like a child "No....I change my mind. I WAS... going to Let you exchange it.....but.... now I changed my mind.....you're nottttt being nice....so you can leave"
I was SO upset with his smug demeanor in front of other staff and customers staring at me. Mary looked satisfied, Kevin had a smirk. I called him a name as I was so frustrated that an "Asst general manager" would treat a good customer me this way. Mary and Kevin should not be in leadership positions as they put their emotions first over a simple $17.98 (price of the T-shirt) size exchange. read more