Zellers Complaint
Complaint
April
Country: United States
Dear Sir or Madam,
I received a My Little Pony castle as a birthday gift for my now one year old daughter this past weekend. The gift is not age appropriate, as it is for children 3 years and up, nor is it appropriate for us to take home to Mexico with us. I do not have the receipt. I attempted to return the gift for a cash refund, and was not granted this. The store manager (Maple Ridge B.C.) offered me a gift card. I do not live here in Canada, I live in Mexico, and though a gift card is not ideal for my situation, the manager insisted that this was the only option. I was disappointed, but I accepted reluctantly. I was issued both a gift card, and a receipt bearing the value of the gift card.
I attempted to use the gift card to make a purchase approximately an hour later, and the card had a balance of $0.00. The cashier called customer service, and the representative inquired as to what I was attempting to purchase. She told the representative on the other end of the phone. I was directed to customer service, where I was handed a phone number, and no explanation. I asked for an explanation, and was told that the manager was in a meeting, and that she had directed the customer service representative to give me the phone number, and to retain both the gift, and the gift card. I was very upset at this information. This representative was adamant that she was not going to return either. This, I respectfully suggested to her, may be considered theft.
I called the number given, which was out of service. The customer service representative offered me a second number, I called and got a message service. Since I did not know what the current situation was, I did not know what to say, so I left my name and phone number.
I then told the 'customer service representative' in the store that I needed to speak to a manager, to get an explanation. She said I would have to speak to someone at the number she gave me. I told her that I would not be leaving the store without either my gift, of the gift card. She then spoke again to her manager, and directed me to lift the phone to speak to 'someone at another store'. I spoke to a representative in an 'investigation department' . She advised me that I would not be granted a gift card, nor would I receive my gift back. (note that when I originally brought the gift into the store, it had a large fluorescent 'Zellers' security tape across it, which the original customer service representative removed in my presence) I advised the 'Investigations Department Representative' that I did not wish to leave the store without either my gift, or the balance of the gift in a gift card. She said that if that was my position, then I had 2 options. I could leave the gift, and the gift card in the store, while 'an audit investigation' was conducted to 'determine the original purchase information' of I could leave with the gift, and there would be no investigation. I questioned why there would be an investigation, and she assured me this was protocol for gifts returned without a receipt. I was employed by Zellers some years ago, and I do not know this to be policy.
Is it also policy to issue 'fake' gift cards to embarrass customers as they attempt to make a purchase? Is it also policy to refuse an explanation for this behavior?
I asked this representative to replace the security tape to my gift, and I chose to leave with it. I am absolutely outraged with this disrespectful behavior. I am not a thief, nor a criminal, and I did not behave inappropriately. I did not, and do not deserve this mistreatment. I was not offered an explanation for the actions and decisions of the management of the store. I have now left Zellers, with no resolution for the unsatisfactory product that was purchased in that store. I was not offered a substitution, an exchange, or the balance in a gift card. I respectfully demand an explanation for this substandard quality of customer service.
I received a My Little Pony castle as a birthday gift for my now one year old daughter this past weekend. The gift is not age appropriate, as it is for children 3 years and up, nor is it appropriate for us to take home to Mexico with us. I do not have the receipt. I attempted to return the gift for a cash refund, and was not granted this. The store manager (Maple Ridge B.C.) offered me a gift card. I do not live here in Canada, I live in Mexico, and though a gift card is not ideal for my situation, the manager insisted that this was the only option. I was disappointed, but I accepted reluctantly. I was issued both a gift card, and a receipt bearing the value of the gift card.
I attempted to use the gift card to make a purchase approximately an hour later, and the card had a balance of $0.00. The cashier called customer service, and the representative inquired as to what I was attempting to purchase. She told the representative on the other end of the phone. I was directed to customer service, where I was handed a phone number, and no explanation. I asked for an explanation, and was told that the manager was in a meeting, and that she had directed the customer service representative to give me the phone number, and to retain both the gift, and the gift card. I was very upset at this information. This representative was adamant that she was not going to return either. This, I respectfully suggested to her, may be considered theft.
I called the number given, which was out of service. The customer service representative offered me a second number, I called and got a message service. Since I did not know what the current situation was, I did not know what to say, so I left my name and phone number.
I then told the 'customer service representative' in the store that I needed to speak to a manager, to get an explanation. She said I would have to speak to someone at the number she gave me. I told her that I would not be leaving the store without either my gift, of the gift card. She then spoke again to her manager, and directed me to lift the phone to speak to 'someone at another store'. I spoke to a representative in an 'investigation department' . She advised me that I would not be granted a gift card, nor would I receive my gift back. (note that when I originally brought the gift into the store, it had a large fluorescent 'Zellers' security tape across it, which the original customer service representative removed in my presence) I advised the 'Investigations Department Representative' that I did not wish to leave the store without either my gift, or the balance of the gift in a gift card. She said that if that was my position, then I had 2 options. I could leave the gift, and the gift card in the store, while 'an audit investigation' was conducted to 'determine the original purchase information' of I could leave with the gift, and there would be no investigation. I questioned why there would be an investigation, and she assured me this was protocol for gifts returned without a receipt. I was employed by Zellers some years ago, and I do not know this to be policy.
Is it also policy to issue 'fake' gift cards to embarrass customers as they attempt to make a purchase? Is it also policy to refuse an explanation for this behavior?
I asked this representative to replace the security tape to my gift, and I chose to leave with it. I am absolutely outraged with this disrespectful behavior. I am not a thief, nor a criminal, and I did not behave inappropriately. I did not, and do not deserve this mistreatment. I was not offered an explanation for the actions and decisions of the management of the store. I have now left Zellers, with no resolution for the unsatisfactory product that was purchased in that store. I was not offered a substitution, an exchange, or the balance in a gift card. I respectfully demand an explanation for this substandard quality of customer service.
Comments
Zellers has no respect for it's employees at all.
While this was going on another lady at another checkout was literally utterly insulted as she made an inquiry. One employee pointed right at the lady and shouted loudly "this woman wants us to break store policy". I thought what an absolute ignorant loser. I am complaining to their head office over this because there is no excuse for this type of behavior. I see a law suit waiting to happen to Zellers real good after I read about accusations of theft. I will go back to Zellers when Hell freezes over.
I expected that Zellers being a large corporation would be one of the hundreds of stores that participates in 'fair scanning practices, an initiative designed to protect consumers from being overcharged on items. Not surprisingly however, I was told that this is voluntary and something that the store has chosen not to participate in.
What I find appalling is that I work in the criminal justice sector and believe me, Zellers has no problem charging every individual that steals from their store, but when the shoe is on the other foot, they have no problem 'stealing' from customers by overcharging them on items.
It shouldn't be my responsiblity as a customer to have to scrutunize every transaction to ensure that the cashier is ringing in the right price.
From now on I will shop at Walmart and would encourage others to do the same.
Jennifer
People have a right to complain about a company, weather you like to see or hear it or not first of all , and 2nd the purpose of this site is to allow other people to make better choices and recount their stories and complaints publicly, I dont know if maybe you think that people should just be [***] on and disrespected by chain stores or why you feel so passionate about Zellers , but this is a Canadian store and in CANADA we have the freedom to speak our minds (in a respectful manor) especially when we have been disrespected as a paying customer...so really you are the one who needs to get a life, and a new perspective...also if you dont like what people have to say...you see the little X on the right hand corner of this web page? click it!!! dont read stuff you dont like...your welcome to your opinion and we are welcome to ours!
After returning to Customer Service desk, the only explanation I received was that I must have been returning too many things without a receipt. So, I asked for the pillow back as I might be able to find the receipt if it was an issue, but they refused, and gave me a Vancouver tel. # to call. I assumed it was just a simple matter of explaining the situation, and having the card value reinstated.
How wrong I was! After calling a number of times and leaving my info and gift card # as requested in the recording, I have never received a call back.
Inquiries at the store led to the info the "fraud investigator" was on holidays and I should try in a month or so!
I did manage to get another tel # to try which put me in touch with a woman in Calgary, who answered the phone, but told me she was "on holidays" and would get back to me in a couple of weeks, which she never did.
I have tried a few more times to get a call back from someone with no success. It is now some 7 months later, and I am seriously considering legal action against the store and the individual who seems to think she has the right to declare me a "thief" without any justification, or explanation.
Unbelievable lack of customer service, and arrogant abuse of inappropriate "power" available through their computer system and one individual arbitrarily flagging a transaction as fraudulent just because of no receipt.
As stated by another dissatisfied customer Zellers has now stolen from me their customer by cancelling the value of the gift card they issued to me AND refusing to return to me the product. If they had no intention of honouring the return of the product, why didn't they simply refust to accept it, and state "No Refunds"?
I have been a customer of The Bay & Zellers using their credit card for many years, but no more.
For those who will stumble upon this, remember these key things:
- Always double check the sales sign(or take the sign directly to the cashier. They can't really BS their way out of that one)
- Inquire more on the rain check policy and get a guarantee in writing that there will be more stock of said item coming in.
- Check the dates on perishable foods, especially in the fridge/frozen food section.
- Examine the merch for any blue/yellow stickers for a price change and make sure the cashier is aware that there is a price chage. Even I got burned by this when I bought two, one day old products for .99 and got charged full price.
One time I was called stupid simply because we did not have a product. Is it my fault we do not have a product, I do not think so.
Another time a mother was with her son and he wanted to try on underwear. The package is resealable but she ripped it open right in front of me and I told her that she shouldn't have done that I could have opened it for her. She scoffed at me, sent her son into the changeroom, it didn't even fit him and she just threw it at me. Wow thank you very much!
There are so many times when I'm working my very hardest to clean up a section, pick up clothing, fold, put things back and customers are literally seeing how adamant I am with my work. Yet they continue to unfold and throw shirts, drop items on the ground, throw them over racks as if I am not even there.
The most annoying is when I am already with a customer and another customer feels they can simply butt in and take my attention. No you cannot just whisk me away from someone else who was there first, I find it irritating.
I was extremely tired at one time and sweating profusely due to the weather and one man had the audacity to have me go through every single stroller to look for a certain colour when I explained to him we only had orange. He did not believe me and I had to lift up several heavy boxes and open some just to prove to him we did not have the colour he wanted. I nearly died after that incident.
It was closing time and a couple literally had me go through an entire section for them just to look for a shirt. It was time to go home! They should have been out of the store! We make pages 20 minutes prior to closing yet at the last minute they decided to keep me late after work, I was so upset.
The absolute worst incident I had was that I was eating lunch clearly on my break and I had a customer come up to me and wail at me to help them with a product and when I explained I'm on my break they said it was poor customer service. I had a damn grilled cheese sandwich in my hand for goodness sake, how could I possibly just leap up and assist them?
I do realise that customer service can be awful at times because I've even received some but the incidents I just explained and many more happen often at work not just to me but to others. I'm not saying everyone is like this but it sure does make me feel awful at the end of the day and I treat people with the utmost respect. The day I become I doctor and if they walk into my office, I dear hope they remember how horrid they were to me and apologise.