I hope that another parent never have to go through the experience that I went through on today around 5:20 pm at the Crosby,TX location. My teenage son went into the store to purchase a $25 playstore gift card. After a few minutes in the store, he returns to the car and share with me that he needs more money because he was told his membership was almost out. I went into the store asking male and female at the register what was the problem. The tall female stated he needed $15 to complete the transaction. I asked why? She stated because the membership fee was paid. I stated to them what was shared with me that the membership was almost out so I wanted to know why his original transaction was not completed since the membership was still current. The two employees share with me that they already put some of his money towards the membership and it can't be reversed. This is when my temperament changes. I state to the employees how can a minor whose name is not on the account make that decision. I restated the account is in my name only and I want it reversed. Both employees state it can not be done. The tall female begins to say he is over 13 so he can make that decision. We began to have a verbal spat. I mentioned lets step back count to 3 and approach this again. The tall female says she will not count to three, she is a 26 year old woman and she will continue to be loud if she wants. The arrogant man interrupts and states how he asked my son and my son said he wanted to renew the membership and it is policy to ask every customer. I reply he is a minor and not on the account. Our voices continue to elevate at each other. The arrogant man asks the tall female if he wanted her to call the cops. I replied called the cops, that is not happening. The arrogant man says yes he will. We went back and forth. I then divert my attention to my child and reask his side of the story and ask him what the word "almost" means. He states not done not complete. I finish verbally addressing my child. Then I turn to the employees and state how we all can learn something from this situation and shared with them in the future when dealing with a minor that can ask their policy question but also include that " it doesn't have to be purchased today but wanted to make you aware and now how would you like to complete your transaction?" The arrogant man responds not doing not doing it. I respond we all learn something from each other and any time and that is a customers suggestion. The tall female stated she was the manager on duty. The arrogant male employee just wanted to be heard and feel as if he had power. From me to my son everyone could have done things differently. As a customer, employees should be open to suggestions on how to improve their customer service relations. The experience was not good. I did not appreciate the arrogant male wanting to throw his weight and quickly reference calling the cops to a parent wiith her under 7 year old and her over 13+ year old. The male employee needs to learn desecalting techniques when dealing with all customers.
Disgruntle parent, hopefully this experience will not happen to another parent.
Mrs. Chew read more
