Problem with a return in Douglasville, GA store

Posted Wed August 5, 2009 11:44 pm, by Courtney W. written to Target Corporation

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On 8-5-2009 I went to your store in Douglasville, GA to return a taylor digital scale purchased at your Carrollton, GA store on 7-31-09. The scales were defective and were exchanged once previously at the Carrollton, GA store on 8-3-2009. The new set of scales were also defective. After receiving 2 defective products I felt it was best to simply return the scales to the store for a refund.

When I went into the Douglasville, GA store on 8-5-2009 at approxmately 9:00 pm to return the taylor digital scales I stood in line for a total of about 4 minutes, during which time I observed the flamboyant and dramatic, yet, ill attitude clerk working the returns desk provide poor customer service to 3 customers including myself. One customer was told she could not get a regular refund because the barcode scanner was out of service, when she insisted that was not her problem the clerk finally relented and stepped 3 feet over to process the return at another terminal. When another customer asked if the store had a particular type of notebook the clerk was very dramatic in expressing just what a huge problem / inconvenience looking behind him at the returns buggy would be, and that if the customer didn't mind waiting for an extended period of time he supposed he could get around to it eventually. That customer left. Then came my turn.

The clerk scanned my reciept and took the scales, then informed me he could not return the scales to my credit card, that I would have to take a gift card. I told the clerk that was unacceptable. Another gentleman came from behind the returns area and advised me that since the scales were purchased by credit card originally, before being exchanged for another defective item, that he would like to put it back on the credit card for me, but that the computer would not let him. He advised me that if the computer does not allow a return to the credit card I have to accept a gift card instead. I asked him to please get me someone who could effect the return.

The gentleman insisted that he was the General Manager and that there was no higher authority that could help me. I insisted that the refund be processed. Both gentleman behind the counter seemed to be taking great pleasure in telling me I was out of luck and neither made any effort of any kind to try to resolve the situation or offer any alternative resolution.

I asked for the contact information of the district manager. The gentleman claiming to be the general manager was addament that there is no way to contact the district manager. I asked the gentleman if he expected me to believe that he had absolutely no way of contacting the district office if he had a problem in his store. He insisted it was not possible.

The situation was starting to become tense and was escalating into an argument. I left the store with the merchandise I had intended to return and my reciept.

I had planned to buy a target gift card for a coworkers baby shower while I was in your store, but due to the poor treatment by your staff I instead went to a local Babies R' Us where I purchased a gift card and recieved excellent customer service (that I should have received at your store).

To be very clear, at this point, I am now much more annoyed by the attitude of your staff than I am about the return.

I was finally able to reach someone through the customer service telephone number who promised me my return could be processsed back to my credit card, but that I would have to go back to the store and call customer service back while standing in the store so that they could approve the return. I was furious that this kind of resolution had not been offered while I was in the store to start with.

I would like for someone who has the authority to do so to effect a return of this item back to my credit card. I would also like to receive the contact information of a manager above the store level to discuss the problem I had with the store level management. If I do not receive that contact information then I expect to be contacted by someone in retail management above the store level.

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Re: Problem with a return in Douglasville, GA store by C.E.Winfrey Posted Tue August 11, 2009 @ 12:10 PM Yes, I understand that I still have to go back to the store to get any kind of return. A gift card would not have been a problem if the customer service clerk was not being so "pissy", for lack of a better description. His tone and demeanor made it very obvious just what an inconvenince the mere existance of customers was to him. It was because of this that a giftcard was unacceptable, I will not be forced into spending money somewhere where I get treated like crap. I worked retail all through college at a staples office supply store and would have been fired if I had acted like that. I understand that the customer is not always right and that retail has it's days. I know that the people working in the store cant always give a genuine crap about my problems, but I do at least expect them to smile and pretend to give a crap. A little bit of "give-a-crap" would have gone a long way to diffuse the situation. Reply Re: Problem with a return in Douglasville, GA store by Kelshir Posted Sat August 8, 2009 @ 9:42 AM The problem with the refund is how it happened the first time you exchanged the product. Where I work (and how most stores work) once a product has been refunded off that receipt then that receipt can never be used again. How the exchange worked was they refunded it to a gift card and then paid for the product off the gift card. And the problem is, once it gets on a gift card there is no getting it off, ever. This is why when I have to refund and resell ANYTHING I am very careful to refund it the same way it was paid for. Reply Re: Problem with a return in Douglasville, GA store by Wolf Posted Thu August 6, 2009 @ 1:12 PM What was wrong with a gift card? If the gift card was for the full amount you payed, I don't see the problem. If you shot at target a lot, then you can just use the card. I would have taken the gift card. Reply This is ridiculous by Donno Posted Thu August 6, 2009 @ 9:15 AM I can't believe the store personnel could not solve your problem by calling someone, if there was a local issue that prevented crediting your card. And not providing you with an escalation path doesn't sound right. I'm surprised to hear this happened at a Target. Reply Re: Problem with a return in Douglasville, GA store by RowdyRetailer Posted Thu August 6, 2009 @ 8:43 AM The Walmart's in my area have the store managers mug shot, and phone number on the wall of both entrances. I think the DM's number is on it as well... I have my DM's number in my cell btw. Good Day Reply This is not Walmart by Donno Thu August 6, 2009 @ 9:12 AM Re: Problem with a return in Douglasville, GA store by Venice Posted Thu August 6, 2009 @ 12:20 AM You do realize that you'll have to go back to the store, right? However, I agree that it's ridiculous that you have to call customer service while standing at the courtesy desk. That should have been done by an employee the first time around. Wouldn't it be the employee's responsibility to make that call and get approval? Why should the customer have to do it? Seriously, I don't know because something like this has never happened to me. It does sound like you dealt with some poor attitudes at the store. Reply