What ever happened to customer service??? This is an account of my last transaction with FootLocker. This is the letter I sent to the customer service department.
I want to inform you of a situation that occurred this past weekend at your FootLockers store in the Brandon Mall, FL.
I went to buy an all black sneaker, so I thought that my best value and time would be spent by going to my nearest FootLocker location. However, this was not the case. When I entered the store there were at least six of the staff members "playing" air basketball with each other in the center of the store while approximately 30 customers were roaming the store. I interrupted their "game" and asked if one of them could help me. I was shown about 8 selections of sneakers that met my requirements, but this store only had 2 of the selection in my size. I asked to see both of these selections. I finally decided that one of these pair were perfect for my needs, and asked the employee how much the sneakers were - I was informed $90. I decided that I would add this pair of sneakers to my wide range of sneakers that I have.
When I went to the register to pay, I was informed that the total would be $110. I informed the cashier that the employee informed me that the sneakers were $90, and even showed the cashier that the box was marked $90. She called the manager, who informed her that every pair of sneakers had gone up $10 and there was nothing he could do. By this time I was a bit concerned because I had already submitted my debit card for payment and was charged this higher price. I asked to speak with the manager, and the cashier called him to the front desk. He was extremely rude and informed me even though the box and the employee had stated that these sneakers were marked $90, if I wanted these sneakers, I would be required to pay the $100. He rudely stated that prices have gone up and therefore, I needed to pay more.
Now, $10 is not going to break my budget, but it was the point that I was so rudely treated and spoken down to the whole time that I decided that I would not purchase the sneakers, and that I wanted to have them reverse the charge on my debit card. The cashier informed me that she had done this, but was unable to provide me with a statement saying that this was done. The manager informed me that I should just look at my bank statement and that was to be my satisfaction that the charge was reversed.
So I stepped back from the register, took off the sneakers and left them in front of the register and took my shoes out of the box (because I wanted to wear them out of the store), and left the store. I met my friend in the concourse of the mall and he was surprised when I did not have a bag for my new sneakers. I told him the story and he was amazed, and we turned to leave. At that moment the manager came running into the concourse of the mall, screaming at me to return to the store immediately, and put the sneakers back into the original box. I asked - "Are you kidding?" "No, You must return to the store and put the sneakers back into the box and return them to the sales person" - My response was - "NO, THAT IS YOUR JOB!" and walked away.
I WILL NEVER - EVER - SPEND ANY OF MY HARD EARNED MONEY IN FOOTLOCKER IN THE FUTURE. I have posted this email to all my friends, Facebook, and Neighborhood. I have not received one comment indicating that I was wrong in this situation, as a matter of fact, I have received many HOORAYS from this posting - mostly applauding me to standing up for customer satisfaction. Your manager deserves to be terminated immediately, and the store staff needs to be re-trained in customer satisfaction. NEVER AGAIN. read more