I've never been so disappointed with an independent store. And I'm a customer service rep for a corporate retail business.
I always take my business to independent stores whenever possible. As a collector, I could go to eBay whenever I want, but I take the trouble to call around to independent stores, because I want them to stay in business. Not this place.
Pros: Dusty (sales person) was very nice.
Cons: where should I start? Some bullet points:
- Owner TJ called my mother and I "resellers."
- Price for item I put on hold jumped from $83 to $600 overnight.
- Owner TJ cares more about money than customer service.
I called around to some Houston comic book stores, where my mother lives, looking for a particular item, found one at Third-Planet in Houston. Awesome. The sales person, Jessie (also nice) described me the options and prices of each: the one I wanted was $83. Whew. A little high, I'll think about it.
Less than 24 hours later, I put the item on hold for my mother to pick up (I'm in San Diego). I would rather just get it than call other stores. She showed up, and they told her the price went up to $600 overnight, because there was a recent eBay listing that sold at $660. She spoke to the owner, who said "there [is] no way I'm going to sell this to you for $83." After a very heated discussion, she left the store without looking around at anything.
I called a few hours later and spoke to the owner, TJ. Our conversation lasted maybe 20 minutes. I told him this was a question of whether or not he prefers money or repeat customers. He voted for the former.
During our discussion, he proceeded to tell me that the market on collectables fluctuates (this I already knew, of course); told me that my mother and I are clearly "resellers," otherwise we would not be looking for multiples (God forbid I have a friend also looking for one); that I didn't let anyone know that I called yesterday (I actually did); and that he would "rather make money on it than give it to me for $83" (MSRP is $14.50).
I could have spent hundreds in this store. I could have told forums and facebook groups to call this guy for his product. I asked him if he cares more about money, or more about customer service. His response? "Our customers always come first, but I'm not turning away $600."
Don't get me wrong - I'm obviously in the collectibles game, and I get markups. But to quote one thing to a customer, already over market price, and then the next day make assumptions about her over the phone? I was nothing but diplomatic. I didn't even yell at him. This is the worst customer service I've ever had. read more