Friday, July 27, 2007

Customer Service?


I had to share this because I could not believe how I was treated at my friendly, neighborhood Borders this past weekend.

I went into Borders and purchased 1 book and 2 magazines. The magazines were $5.95 and $8.95. I paid with cash, which is unusual because I rarely have cash on me. My daughter and the baby and I left there and stopped at CVS (drug store) on the way home. When we stopped I looked at the receipt and realized that the magazine for $5.95 wasn't there, instead, I had been charged $9.99 for another item I hadn't purchased, it looked like candy.

I returned and was treated as if I were trying to steal the cach drawer. The girl explains how magazines are rung up. I don't care! Then she calls the assistant manager, who explains the same thing. Again, not my problem. I don't know how the error was made, but I was just here, this is what I purchased and can you give me the difference. Rather than fixing the problem with any measure of aplomb, I was treated as if I had just stolen something and was trying to get cash for a quick fix.

So, as I am standing there the boy manager gives me the form to fill out that you would get if you were returning something without a receipt and then proceeds to issue the difference on a Return Gift Card.

OK, for those of you who don't know, MOST times, these cards are issued for returns without receipts and especially when it could have been stolen merchandise. Not in every store, but in Borders they are. Now, I have seen thefts where someone came into a store with a receipt, picked up the same item and returned it. But, this?

I wasn't returning anything. I just wanted the cashier to correct her error.

I was treated like I had just pilfered the entire Harry Potter shipment.

I was treated like a liar and a thief.

I was disrespected, just because the employees felt that they could.

I spoke to the actual Manager, and she nodded intently and gave me a coupon for $5 off my next purchase. Is she serious?

Two days later I got a call that the book that I reserved was in.

It is the latest Daniel Silva, and I am so looking forward to that book....I guess I will have to ride over to Barnes and Noble to buy it.