BUYER BEWARE. I don't normally like to write these type of reviews (my last negative 1-star review was over 2 years ago) but this is the second time I've received this type of poor treatment when shopping at this specific Savers in Dillingham so here is what happened today:
I was purchasing over $30 worth of cool stuff I found, and I saw their promotion on near the register: "buy a $30 gift card, get a $5 coupon back." Okay cool, I'm buying $30 worth of stuff any way so why not?
I go up to the register and am picked up by sales rep "Marizza." First, she never says welcome or hello to me and I actually have to tell her "hi there" to start the conversation. No big deal. So I ask her about the promotion and specifically ask, "if I buy this $30 gift card, will I get a $5 coupon back today?" She talks fast and over me and says "yeah, it's $30 today, okay!"
So I pay. Sure enough, I don't receive any $5 coupon. So I'm flustered and ask her what happened.
She starts getting super defensive saying "that's not how it works" and even (exact quote) "I thought you were asking me if I buy a $30 gift card, can I use a $5 coupon that I already have."
Think about this Marizza. Slow down for a moment. Why would I be pointing at the promotion sign right next to you asking about it and why am I paying $30 down now towards a gift card if I don't expect to receive a $5 coupon now? If I already had a coupon, like you assumed, I wouldn't be buying a gift card. And if I was buying a $30 gift card with no promotion or discount, wouldn't I just pay directly with the credit card?
I smell bullshit right when it happens. I muttered "what a dummy" and Marizza starts getting super offended saying "NOBODY CALLS ME A DUMMY." I can't help but shake my head wondering "is this really happening right now?" Is this really how a customer is being treated? Oh my god.
I'm not a confrontational person but I started to escalate. She starts yelling over me to the point where I (THE CUSTOMER) am trying to defuse the situation and telling her "Ma'am....MA'AM!" to get her to calm down and get the manager.
The manager immediately offers a $5 credit off of the purchase today, which I accept. See Marizza? That's how you could have avoided this whole argument with your customer: rather than telling me I'm out of luck and can't be helped, actually think and slow down for a moment and offer a reasonable solution to the mistake you made. Also, take ownership of the mistake for god's sake, you are an adult, aren't you?
I wish I got the manager's name since he really saved her butt. Seriously, she should be thanking that manager for her job right now since he actually came up with a solution rather than trying to pin it on the customer So unprofessional on the rep's part.
So, here is why Marizza the sales rep FAILED today:
1. Lack of knowledge about Store Promos: She flat out told me the wrong information and did not fully understand my question, leading to a mistake.
2. She incorrectly processed the transaction and took my money.
3. After the mistake was exposed, rather than owning up to it and apologizing to the customer, she gets defensive and makes the customer feel uncomfortable. NOT OKAY SAVERS. Get your act together.
You really need to get rid of these dime-a-dozen reps who constantly say "No no No nO no No nO!" to the customer and actually hire CUSTOMER-ORIENTED reps that are resourceful and willing to fix issues rather than argue with customers.
Here is the second incident that happened within the past year - same Savers location:
I bought a used Nintendo GameCube for about $40. Pretty expensive, even for a vintage console, but I paid for it any way. Brought it home and...did not work. Tried everything, even putting in different games and different TVs but did not work.
So, I brought it back to Savers within the 7-day return window.
I can't remember the rep's name but she tells me first, "We don't offer any refunds or returns, whatsoever, for this item." And I'm like, "well, it doesn't work...so....you wanted me to pay $40 for an oversized paper weight?"
She walks in the back and makes me wait for at least 15 minutes while I twiddle my thumbs. Then she comes out and literally says, "as a one-time exception, we will give you store credit, WHICH MUST BE SPENT TODAY. (Did I mention it's already 5PM on a Sunday?)
I'm stunned.
1. So, you don't offer refunds for broken electronics? Dang, I am so dang lucky to get a "one-time exception" since the next time I buy electronics, my money is as good as swindled! Thanks Savers!
2. You are literally forcing me to find $40 worth of stuff to buy within 4-5 hours of closing.
It's getting late, it's a work night, and I'm hungry and want to go home, but here I am digging frantically for $40 worth of shit or else my money is basically "confiscated."
I would not recommend this store over Goodwill and Salvation Army.
I will offer to change this review if I hear back from upper management from Savers. read more