Overall this was a very poor experience for a number of reasons but basically it boils down to poor customer service. The store was having a sale on a large amount of the items, so when I ordered, I asked the cashier, very specifically, if I was going to get the additional 15% off for selecting six bottles of wine. As they were already having a sale, I wasn't sure if this discount would still apply, and I wanted to be sure before purchasing as the sale was decent but not quite worth it to me without the additional 15% discount. The cashier responded that the 15% discount would still apply so I did my happy dance and left the store very satisfied.
After leaving the store and driving off, I looked at the receipt and saw that the discount had not, in fact, been applied. So I drove back to the store to inform them that the discount had not been applied. The cashier (same one as before) told me that the 15% off discount was not in effect due to the sale. I reminded him that, less than fifteen minutes earlier, he had said the discount would still be applied. He then went on explaining to me that the sale price was actually a better deal than the 15% discount would have been. I tried to explain to him that I was aware of that fact but the reason I had purchased the wine was because I thought the 15% discount was still in effect. He told me that he would refund the purchase and then ring it up with the 15% discount instead of the sale price if that was what I wanted. Frustration was setting in at this point as he was attempting to make amends for his mistake by charging me EVEN MORE. Baffling. Obviously I told him that I wanted no such thing and that I would simply return my entire order if I could not have the discount applied. This would be unfortunate but I had already wasted enough time and I was tired of being treated like the bad guy for being lied to.
At this point another employee (I believe he was the manager from the way he acted but I'm not 100% sure on this) came over to "help" with the situation. I explained to him what I just explained previously and he informed me that the cashier (who was no longer present) was a new employee and had made a mistake by telling me that the 15% discount would still be applied. This is perfectly understandable. Stuff like this happens and its no big deal. I told him that, since I was explicitly told beforehand that the discount would be applied, that they should honor what was said and give me the discount (which would have been about $7-8 out of a total order well over $150.) The manager then told me the best he could do was apply the 15% discount without the original sale price. Again, they were trying to charge me EVEN MORE after they had clearly acknowledged the fact that they had a made a mistake. I was honestly incredulous. I had been lied to as well as inconvenienced with multiple trips, and their "solution" was to try to suck more cash out of my pockets while treating me like some type of nuisance?
At this point I was beyond frustrated at what had transpired and I told my mother, who was ordering with me, that this was BS (I actually said the words, though not loudly and not to the manager.) I'll admit, I should have shown more restraint but I was tired of being treated like I had done something wrong by trying to get the discount that I had been promised. The manager, perched up on his high-horse, smugly asked me to leave the store. I complied and my mother and I left to fetch the merchandise we would be returning. As we entered the store (each of us with both of our hands full of merchandise) the manager again told me "I thought told you to stay out of my store?" WHAT?! I could not believe it. How was I supposed to return the stuff without entering the store? So I set the merchandise on the counter and left my mother to handle the return (which took about ten more minutes) while I stood outside in freezing (32 degrees) weather while being coated in mist.
This really was unfortunate because I had always had good experiences at this store and all I really wanted was some type of gesture to make amends for the trouble I went through. Rather than honoring their word and giving me a discount that would have totaled less than ten bucks on a huge order, they treated me and my mother like crap. The manager's 'holier than thou' attitude was particularly galling but I will certainly honor his demands to remain out of the store. Some other store will have to "deal" with taking hundreds of dollars from me.
Sorry for ranting and being a little (okay alot) wordy. Just needed to get this off of my chest. read more
