Disrespectful Customer Service and Racist Behavior…read more
I visited the store on Sunday to purchase some snacks and a new lighter. When I arrived, the owner's teenage son was working the register alone while talking loudly on the phone with friends. During the conversation, he repeatedly used profanity and racial slurs, including the N-word. Hearing someone casually use racist language while serving customers was disturbing and extremely uncomfortable.
He showed me a lighter, tested it briefly, and since it appeared to work, I purchased it and left. About an hour later, when I attempted to use it at home, it sparked a few times and then stopped working completely.
I returned to the store simply to exchange the defective lighter. Unfortunately, what followed was one of the worst customer service experiences I have ever had.
When I explained that the lighter was defective, the owner's son immediately accused me of using up the lighter and refused to exchange it. I explained that I had purchased it only about an hour earlier and that I would never try to take advantage of the business over something as minor as a lighter.
He then claimed that I was supposed to refill it with butane and suggested that I simply did not have any. When I asked why a lighter would be sold without butane, he became hostile, telling me not to "get smart" with him and proceeding to curse at and degrade me in front of other customers.
Trying to avoid an argument with a teenager, I calmly asked if his parents were available or if I could speak to the manager. Instead of de-escalating the situation, he continued insulting me. Several customers witnessed the interaction and appeared just as shocked as I was.
Eventually, he attempted to refill the lighter with butane to prove it worked. It functioned for only a couple of clicks before failing again. I pointed out that the lighter was clearly defective and suggested that we simply exchange it and move on.
He eventually agreed to exchange it but then stated that I would have to pay a higher price. As a regular customer who chooses to support this local business instead of going to Walgreens across the street, I found that especially disappointing.
To the owner: you have always been kind to me, which is why I am saddened to leave this review. I attempted to call the store several times over multiple days, but no one answered, and I did not want to return in person and risk another encounter with your son.
I understand that businesses sometimes have to deal with difficult customers, but that does not excuse racist language, verbal abuse, or humiliating paying customers in public. Your son should not be using the N-word while working, should not be cursing in front of customers, and should not be treating people with hostility over a defective item.
His behavior was disrespectful, unprofessional, and racist, and it reflects poorly on a business that I had previously enjoyed supporting. A simple exchange and an apology would have resolved this matter in less than a minute. Instead, I was insulted and publicly degraded.
Unfortunately, because of this experience, I will not be returning.
-- Kial
