If I could give them -10 stars I would. So this is what happened: I placed an online order at around 5 pm to be picked up at the store. I had to get an outfit for my daughter for a school event the following the day. Per their app, orders are to be ready in an hour. Two hrs passed and I decided to stop by the store hoping they would have my order ready. As I walked into the store I informed one of the staff, which happened to be the "on-duty manager" that I had ordered some items on-line and was there to get pick them up. She found the ticket but the order was not ready. Mind you that there were 3 other staff at the front of the store chit chatting and the store was not busy at all, which makes no sense why they wouldn't have the order ready. So the manager starts to get my order and in the meantime I browsed around the store. She informed me that one of the items was no longer available and that I would get reimbursed, and I was ok with that. A few minutes later my order was ready and I left. My daughter played for about 10 min in the mall play area and while she played, I decided to check my bag. To my surprise, I noticed I was missing an item which was a $12 top and I immediately went back to the store. I let the same girl that got the order ready that I was missing the item and she asked that I show her which item I was missing, which I did. She then said that she needed to check the cameras because she was sure she had not missed it, and then she left. At first I thought nothing about it, but then I said to myself, "wait what? She's checking the cameras to make sure?" So what does that mean?? At that point I felt very offended and I asked one of the other girls if I could have the store managers number. The girl was somewhat indifferent and proceed to say that it was store policy and that they are not saying that I had stolen the item. I waited for about 15 min and the girl that was checking the cameras came back out and said the cameras were not working or that she had no access to them so she left again, and by this point she was already talking to the store manager on the phone. I waited for another 25 minutes and by this point I was tired and oh really upset. I was loud, I'm not going to lie, but the girl that was at the register rather than to show understanding or empathy she was being sooo unprofessional and was literally mocking me!!! That made me even more mad and I was so humiliated that I will admit, I was loud and called her unprofessional and st-/&p. By this point they threaten to call security and the girl was even more unprofessional and argued at me like high schoolers do. The manager decided to give me the blouse but she was never able to see the cameras, which is what I was hoping. I wanted them to verify that they had made a mistake and to admit it. The girl continued to mock me and that threw me over the edge and I flipped her with the middle finger. Yeah, not good but I was so offended and humiliated at that point. I guess the lesson here is: if you are going to place an on-line order PLEASE CHECK YOUR BAG BEFORE LEAVING THE STORE BECAUSE IF YOU GO BACK, they'll basically imply that you are stealing with their so called store policy. Please avoid it altogether. As for me, I promised never to go back to that store; not that they care because if they really did care about their customers and about giving the customer an excellent experience, they wouldn't have those type of "store policies" or at least not for a $12 item and they would use more common sense. I guess that's what happens when they hire immature people with zero customer service experience and lack of emotional intelligence to deal with the public. read more
