ALMA shouldn't be working in costumer service!!!! So many bad reviews mentioning her and she is…read morestill there?!
I'm very disappointed by the way my almost 70-year-old mother was treated by Alma.
The first time my mom visited the store to purchase a new phone, Alma was wonderful, friendly, helpful, joking around, and providing excellent customer service. My mom even came home telling us how nice she had been.
The very next day, my mom returned because she decided to exchange the phone for a different model. From that point on, Alma's attitude completely changed. She made my mom wait while helping customers who had arrived after her. When she finally brought out the replacement phone, my mom wanted to open the box to make sure it was the correct one. Alma told her not to open it there and to do it at home instead. My mom politely explained that she wanted to verify what she was taking before leaving the store. Alma responded with an irritated "okay, whatever," walked away, and left my mom to finish on her own.
Today was my mom's third visit. She returned to complete her trade-in, but the old phone had not yet been erased. Alma asked if it had been reset, and when my mom said no, Alma told her it had to be empty first. My mom, who is not very comfortable with technology, politely asked if Alma could help her. Alma refused, saying she had to do it herself. She briefly tapped a few buttons on the phone, handed it back, and told my mom to just follow the on-screen instructions. My mom tried but couldn't figure it out, so she asked again for help. Alma refused a second time and told her to ask one of her kids instead.
At that point, my mom became frustrated and told my uncle, who was with her, "Let's just come back another day with someone else who's nicer and willing to help." Alma sarcastically responded, "Byyyyye." My uncle replied, "It's your job. You should help us." Alma continued saying things like, "Bye. Just leave already. Bye. Bye."
I understand that it was ultimately my mom's responsibility to erase the phone before trading it in. That isn't the issue. The issue is how an older customer was spoken to and treated. There was absolutely no reason to be rude, dismissive, or sarcastic. It's disappointing that someone who was so friendly while making a sale became so unwilling to provide basic customer service afterward.
My mom left the store very upset, and that is unacceptable. I hope management addresses this, because no customer, especially an elderly one, should be treated this way.
