Poor Customer Service in Almaden Express way store in San Jose, CA
Complaint
Roberta Shroyer
Country: United States
I lost a hand-made Navajo bracelet in the Ross Dress for Less store on Almaden Expressway in San Jose, California this afternoon. It is sterling silver with turquoise and coral stones, and has great sentimental value for me.
After looking on the floor all over the store and checking the fitting room myself, I ask the loss control person to announce on the store intercom that I had lost the bracelet and that I would pay any customer who returned it a $20 reward. The Loss Person paged the store manager for permission without success. After an extended period the loss person the loss control person went upstairs to speak with the store manager. Some time later, he returned to tell me that the store manager had refused to make an announcement on my behalf.
I then waited in a lengthy line at Customer Service to let them know that I had lost the bracelet and to leave my name and number in case it turned up. As I waited in line, the assistant manager appeared nearby. I spoke with the assistant manager myself and again he refused to make the announcement. So much time passed between my initial request and getting an answer that any customer who may have found the bracelet had probably left the store.
I do not feel that my request for an announcement was unreasonable. Nor do I feel that the extended period between the time that I asked for help and the time I got a response was reasonable.
In the end, all I could do was leave my name and number in case the bracelet turned up.
As a result of this lack of cooperation and the "who cares" attitude of the assistant manager, Ross lost a sale this afternoon that was worth far more than the value of the bracelet. It also lost a customer for life. I told the assistant manager this, gave my shopping cart full of clothing to the loss control person, and left the store.
This lack of courtesy and customer service is unacceptable.
After looking on the floor all over the store and checking the fitting room myself, I ask the loss control person to announce on the store intercom that I had lost the bracelet and that I would pay any customer who returned it a $20 reward. The Loss Person paged the store manager for permission without success. After an extended period the loss person the loss control person went upstairs to speak with the store manager. Some time later, he returned to tell me that the store manager had refused to make an announcement on my behalf.
I then waited in a lengthy line at Customer Service to let them know that I had lost the bracelet and to leave my name and number in case it turned up. As I waited in line, the assistant manager appeared nearby. I spoke with the assistant manager myself and again he refused to make the announcement. So much time passed between my initial request and getting an answer that any customer who may have found the bracelet had probably left the store.
I do not feel that my request for an announcement was unreasonable. Nor do I feel that the extended period between the time that I asked for help and the time I got a response was reasonable.
In the end, all I could do was leave my name and number in case the bracelet turned up.
As a result of this lack of cooperation and the "who cares" attitude of the assistant manager, Ross lost a sale this afternoon that was worth far more than the value of the bracelet. It also lost a customer for life. I told the assistant manager this, gave my shopping cart full of clothing to the loss control person, and left the store.
This lack of courtesy and customer service is unacceptable.
Comments
I was a very regular customer to this store until 2 days ago. After day before's experience, i don't want to go to this store anymore and i would recommend everyone NOT to go to this store ever. Worst customer service.
In the last couple of months i spent around $400 at this store. I bought some baby clothes to gift it to someone sending it thru my mom. While i was packing my mom's stuff as she was leaving out of station, i realized that the hard tag (security tag) was not removed on 2 dresses that i bought. This was bought a month ago and i lost the receipt. I went to the store yesterday to get it removed (i bought some stuff yesterday as well). When i went to the returns counter, a girl who was helping (her name is Davina) was so disrespectful. When i was explaining her what has happened, she was not ready to listen and she said "I REMEMBER YOU DOING THIS BEFORE AND I DON"T TRUST YOU". I was shocked to hear that as i was very regular customer. This is something no one expects. When i spoke to the manager-1, she was very rude too. I understand each store has their own policies. There is a way to communicate. I told several times to the manager that i can give my credit card and they can look it up in their system. She was very rude and said they don't have that system. Also, she mentioned if it was their products it will beep while exiting if it has that hard security tag on it. I was very upset. The security system not working properly is not my problem. She cannot be rude and and just suspect their customers for $6 worth.
I was so upset and came home and explained whole episode to my husband and he was so mad and he said ...let's go again and talk to them as their system should have all the information.
When we went to the store again, there was another manager-2 who was nice and at least ready to help us. The manager-1 who was rude was also there but she saw us and hid inside and did not come out at all. The manager-2 took our credit card info and searched in their system and she said she cannot see any transactions with my card in Sept and Oct months. I am pretty sure that i made several visits to that store in Sept and Oct. I said i can bring credit card statement. She said she can help us when we get the credit card statement.
We took the Creditcard statement which has more than 5 transactions in sept and oct months to the store and stood in the returns line. All that we wanted is just a apology from them for being so rude. The one who was helping us said she has to call her manager and then the manager-1 came out. She was very rude again. She has all the info but she was pretending as if she doesn't know anything and took our credit card statement and went inside to check in their system. She came back and said she cannot see any transactions on their system.What kind of a system they have ...man - this is ridiculous. I have transactions on my credit card and they say they can't see it on their system. She was very rude and gave us their manager's number to talk to and said "have a good night" and walked away.
This is very bad. The manager is not helpful and on top of it she was very very rude. I felt that i was subject to discrimination because of color of my skin.
I appreciate if Ross management can take some action on this manager so no one else will face this issue with this manager.
Almaden Plaza Shopping Center, 5353
San Jose, CA