I went to the store as instructed by online customer service support to get the refund. When I…read morewalked inside, I found an employee and asked him if I could speak with a manager. He asked, "Is something wrong? Can I help you?" I showed him the message from customer support, and he told me, "One second." He was actually very nice, so I waited.
After a little while, another employee came and asked me if I needed help. I told him, "Thank you, I'm waiting for someone." A little later, another lady came and asked me if I needed something. I told her, "Thank you, I'm waiting for someone." Then the first guy came back and told me, "Sorry, they're a little busy right now." He noticed the lady who had asked me if I needed help and told me, "She can help you."
I went over to her, but she was on the phone. She asked me, "You need something?" I told her yes, and she said, "I asked you if you needed something." I told her, "How would I know you were coming to help me? I was waiting for someone, like the guy told me." She then asked how she could help me. I told her, "That's fine. I'll wait for you to finish your phone call."
Long story short, I explained that I had a product that I had already dropped off, and that I received a message from customer support saying that I could get a refund. She checked the receipt and said, "That's it?" I told her, "Yes. It's not about the amount. I could have told her that my eyeglasses are worth more than her monthly salary."
And if your response is, "That's it?" then why didn't your amazing employee refund it the first time? She never asked what happened, never asked about the previous experience, and never acknowledged the terrible customer service I had experienced.
The manager simply said, "That's it," and then told another employee to give me the money. What an amazing zero-star experience and a manager with absolutely zero knowledge of customer service.
The online customer support was actually excellent, but based on my experience, the Westminster store seems to have placed every employee who knows nothing about customer service in the same location. I honestly question how some of them were qualified to work there in the first place.
Anyway, I got my refund. And over my dead body will I ever go back to that dumpster of a store again.