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 Negative experience
Posted Wed April 11, 2012 12:00 pm, by Carlton M. written to Goodwill Industries International, Inc.
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I asked for a discount and without any escalation or further question the rep accused me trying to get her to do something illegal. I felt insulted and irritated. As soon as she made this comment I asked to speak with the manager as there was no escalation or reason for her to have made that assumption and insult me at the same time. It would mean that every time a customer asks for a discount she would make the statement. She then refused to allow me to speak with the manager for the store claiming that she was the manager(she was a part of the management team but she was NOT the manager - I don't think a manager would have behaved the way she did). She then gave me false information about a return policy after I specifically asked her to clarify the information. As a result just as I feared the product did not end up working and my exchange period went from "yes up to a year" to thirty days. So if I don't use the credit in 30 days I lose it.
Another incident occurred over the same matter which is why I'm writing this complaint now as it seems as if her behavior was discriminatory towards non-hispanic minorities. She told me she was on the phone with a manager trying to see what could be done and instead I found out that she had called the police who told me that the location has a history of having those problems. A friend of hers was in the line that began to tell me to "shut up!" in which she then joined in. This was probably the poorest service I have ever received. This was at a store in North Miami BEach on Miami Gardens Drive at the Sky Lake Mall.
If I could get my money back that would be nice however this type of behavior was unacceptable and I am actually still considering to follow up this matter legally. The reps that were involved were very indifferent towards me. I window shop at that location from time to time and have made purchases before but have never had this experience. I told the other customers in the line that her actions were similar to discrimination and one customer agreed and started to tell me to stand up for my rights. I am so upset about the whole inconvenience. It was not important to listen to me as a customer or determine what my needs were. Instead I was forced to accept service I did not solicit and then forced to accept the consequences.
To make matters worse when I tried to escalate the matter to the branch manager (I think the call was recorded) she hung up the phone on me swearing for the integrity of the employees involved.
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