I am writing to express my deep disappointment and heartbreak over the way I was treated at the…read moreRouses location on Burbank Drive in Baton Rouge, Louisiana, by a manager named Christophe. As a loyal Rouses customer, I never expected to leave one of your stores feeling disrespected, dismissed, and completely unheard, especially when I was simply seeking assistance with a money order refund.
I purchased a money order to secure an apartment, but unfortunately, I was not approved. I went to Rouses expecting someone to help me understand the refund process and explain what steps I needed to take. Instead, what should have been a simple request for assistance turned into an upsetting experience that left me feeling as though my concerns did not matter.
Before reaching my original store, I made the effort to visit two other Rouses locations that were closer to me. At the first location, I was informed that I needed my receipt. I took the time to locate it because I wanted to make sure I had everything necessary to resolve the issue. Because of the distance involved in returning home to retrieve the receipt, I also stopped at another location, where I was told that I had to return to the original store where I purchased the money order. I followed those instructions and made the trip back to my original location, believing that someone there would finally be able to assist me.
Unfortunately, that is where my experience became even more upsetting.
When I spoke with Christophe, his attitude was abrupt, rude, and disrespectful. Rather than taking the time to explain the policy, review my situation, or provide guidance on what I could do next, he simply told me that he refused service. I was given no meaningful explanation, no clear direction, and no assistance in understanding how to move forward.
I want to be clear: I understand that businesses have policies and procedures that employees must follow. I was not demanding that anyone break a rule for me. I was asking for an explanation, basic courtesy, and an opportunity to understand my options. Even if a refund could not be processed at that moment, I deserved to be treated with dignity and respect.
What hurts the most is that I made every effort to do things the right way. I traveled between locations, found my receipt, followed the instructions I was given, and returned to the original store, only to be treated as though I was a problem instead of a customer asking for help. No customer should have to leave a store feeling humiliated for seeking assistance with their own money.
I am a loyal customer, and this experience has genuinely changed how I feel about the company. I have always believed that customer service should be built on patience, understanding, and respect. A manager should be someone who helps resolve concerns, communicates policies clearly, and represents the company in a positive manner. Sadly, that was not the experience I had with Christophe.
I also have video footage documenting my experience, which I can provide to corporate for review if needed. I respectfully ask that this matter be taken seriously and that the interaction be reviewed fairly.
I am requesting the following:
* A formal review of Christophe's conduct and the way my concern was handled.
* A clear written explanation of Rouses' money order refund policy and the proper procedure for my situation.
* Guidance on how I can recover my money, since I was not approved for the apartment for which the money order was purchased.
* A response from corporate regarding how this complaint will be addressed.
