I ordered a $159.00 Stok Grill online & opted for the 2 year warranty. My grill was delivered a week later and right out of the box, the screw that attached the wheel was broken. Since I had the 2 year warranty, I called up customer service to ask what I should do and I was told that I had to bring the item to the store to request for a replacement to be shipped to me.
When I got to the Target in Foothill Ranch, CA -- the first girl at customer service had no idea how to help me. She couldn't find the SKU of the item, she couldn't find it on the computer, despite the fact that I had the product return label in my hand, as well as the shipping / package label that came with the box and the email confirmations that came with my grill. She told me flat out that all she could do was return my item, despite the fact that I had the warranty, and that what I had to do was go online and try to but the item again. When I said that I had bought the item with my 5% pharmacy awards and that I wanted to b able to use them again -- she told me that I should " call customer service and fight them until they gave you the 5% discount again."
She turned me over to another associate named Ruth, who was much more professional and prepared to deal with the return. Still, all they could do was return the item for me. I was refunded on my Target Red Card for the grill, but Ruth was unable to refund me for the $17 I spent on the 2 year protection program offered by Target. She told me that I would get that return via a gift card and that I should watch my email for that return. Ruth bought me a coffee to help make me settle my frustration. I really appreciated her help, but it seems so silly that I bought the 2 year protection program but no one at Target could help me replace my item and their only alternative was for me to return the item altogether.
After leaving the store, I got an email saying that the $17 gift card that was going to be mailed to me was canceled because of an issue that was not explained in the email. I had to call customer service again to ask why they were not refunding me for the protection program when Target asked me just to return the item. Target clearly dropped the ball with this protection program. Why spend more money on the so called warranty when no one at the store or from customer service is able to give you a replacement for the item? I should have gone with Amazon for the same price and 2 day shipping for free. I bought this grill from Target because this is my favorite store but I will definitely think twice about buying something like this from Target ever again! I wasted a good 2 hours on the phone and waiting at the store while Customer Service tried to figure this situation out.
Customer service is nice enough, especially this woman Ruth who helped me today.. but they are utterly helpless. The Returns/Warranty policy of Target is definitely wanting! read more