I should have written this review a while back but barely had the chance to. This is early January...
On a Saturday I decided to take a Christmas tree to go get the refund. I parked right in front of the store and requested a basket because I had a tree I wanted to return. After unloading and following through the doors I instantly was told I cannot return my tree. I asked for the manager and a gentleman by the name Orlando approached me. He was very rude to me from the beginning and was not knowledgeable in what he stated to me. He said that "PER corporation" that they couldn't return my tree. I asked why and he gave me so much attitude and said, "it's after Christmas anyway." I asked him for a document stating that I cannot return this tree before my 90-day period, and he simply said he doesn't have one. I asked for the corporation number and his name. (Yes, the box was opened but I had clarified with an employee before my purchase that if I didn't feel comfortable was I able to get a refund) They said yes. (I felt unsure if I wanted the tree in the first place because the base is not super stable).
I felt instantly attacked and it took me a moment to unload my Christmas tree I feel like I could have at least been told before I did all the work. I highly suggest retraining this employee in reference to understanding a customer's concern. He was not knowledgeable and couldn't approach me properly. I recommend for special occasions to fully understand the returning policies and/or specifications in regard to any special events to avoid situations as my concerns today. Don't forget the proper documentation to back up the claims.
All of this happened on the weekend and Orlando didn't mention the corporate office was closed. So, when I walked out of the store upset and mad, I left a voicemail hoping to get a call back from Corporate but patiently waited until Monday.
I DID get a call back right away Monday morning around early lunch time!
I want to say that I appreciate the responsive and alertness Suzette had with me. She was kind, understanding, and responsive to my concern.
Suzette is a one of a kind and did her very best to satisfy my needs. I appreciate her help.
She said she was going to look into my case and follow up with me right away.... AND SHE DID within hours.
She was a pleasure to work with and I really am grateful to have had her help because this tree was not a cheap tree, I paid my fair roughly around 300 dollars share she attended me with excellent customer service. (Only reason why this location is getting a 1-star or else I would have given 0).
When she called me back, she said I can go to the location where I originally wanted to return my tree and they were aware of me doing so. That I was not going to have any further issues.
The very next day, I called the store and asked for Orlando and mentioned I paid cash and I was going to arrive to their location around lunch time so I wouldn't have any issues because I have common curtesy and I understand that sometimes you might not have enough in your "till" to issue a big refund. He said "mmmhm ok" I told him that I just didn't want to have any more problems with my refund.
Long story short, I arrived and guess what? I had an issue. The cashier did not have enough money to return my tree and I wasted about 15 minuets when this could have been prevented had Orlando done his job and relayed the message and/or had done something to prevent even more issues.
Not to mention I called in advance so I could prevent this situation. Had Orlando (since he is the manager) told his employees that worked the next day aka "communicating" I wouldn't have delt with the same terrible service.
When I arrived the cashier said "I don't think I can return your tree." I said "I spoke to your manager and corporate and I got approval"
Then they had no idea that it was me. The girl at the register was sweet. The manager that was working that day was "ok." She was unapologetic and she knew who I was but wasn't professional or even looked at me in the eye.
Although the cashier did the best that she could Orlando should have mentioned at least my name so the cashiers could have been alert and had enough money to do the refund without wasting my time.
As far as service your corporate office knows what they are doing and I want to thank Suzette for being helpful and friendly. read more