Normally I don't take the time to post problems with businesses, but in this case Target angered me so much I felt the need to let everyone know. While this Target store has been great at providing good merchandise at reasonable prices, I was put off by a recent event which is pasted below from my complaint to Target. Just a warning, it is lengthy:
Date of this issue was Sunday, 12/5 at the Target store at Glen Burnie North, 6717 Ritchie Hwy Glen Burnie, MD 21061 (and Target.com customer service). The time was approximately 6:25 p.m.
I sent this feedback earlier this morning; however, I'm afraid I sent it under the wrong category. I wanted to make sure this gets into the right hands as I was definitely NOT satisfied with my recent experience. I placed my order on Target.com, and my order (listed above) was shipped, and I received the shipment on Thursday, 12/2.
The order I received was for 2 Glass Trim Kit 100-pc. - Gold/ Copper/ Chocolate. The order contained more than I needed, and I prepared to return the additional item to a Target store. I followed all the online instructions; however, when I attempted to select items to return, there was no option for me to select the item indicated above because according to the tracking system, the item had not shipped, showing the following message: Item(s) not yet shipped 1 of Glass Trim Kit 100-pc. - Gold/ Copper/ Chocolate Sold by: Target.com/ITC This item has not yet shipped. Please visit again after you have received the item.
Since I was already planning a trip to the target store, I printed my purchase invoice which was itemized with all the products purchased in this order along with the confirmation of payment. I brought the box, packing slip, invoice with confirmation of items and payment, and the item to return. I was told by the associate I needed to print the receipt from the kiosk at the returns and exchanges area. I explained that the system would not allow me to do it because the items had not yet been shipped. I provided proof that the item did in fact ship by way of the packing slip and original shipping box. The associated informed me I needed to call Target.com customer service because she had no authority to make the return. I made the call from the store (from my own phone), and the customer service representative was also not the least bit helpful.
I explained once again that I had in my possession the invoice which confirmed payment, the packing slip, and the original box. She made a call to your shipping department was told the shipment had not been scanned for shipment which is why it showed as not yet shipped. The representatives solution was that I wait 24-48 hours while they updated their system, and come back with my return. This is a 40-minute round trip drive that I now have to make over a mistake not of my doing.
I asked the representative over the phone why they could not accept the documents I had to complete the return and avoid me having to make an additional trip back, and complete the needed updates on their end as clearly this was not my mistake. The rep indicated this was not possible which angers me beyond belief. Inconveniencing your customers over system and human errors by your employees is unacceptable and poor business practices!
Policies and procedures should not be so rigid that there is no room for flexibility when it is clear and obvious that the fault lies with Target, and where the customer must face the aggravation and zero recourse. What is additionally disappointing is the lack of concern from your staff that Target was at fault, and that no one seemed to be empathetic or the least bit accommodating. I will be posting this issue on Yelp.com to warn others over issues with Target's shipping, return and exchange policies, and the extent of the rigidity of these policies.
Sincerely, KPK - Baltimore, MD read more
