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
A couple of months ago, all staff members were required to sign something called a "Code of Business Conduct". This is basically a gag order. The company states that while they understand that their employees use the internet and social networking sites, they are forbidden to post any information about Zellers that they gain in the context of their job, or use the corporate logo in any way.
It's all [***].
Note, that in Canada, anything signed under duress is not enforceable under law. At the time of signing, the management person basically alluded to the fact that if you didn't want to sign the document, your employment was in jeopardy. If that's not duress, I don't know what is.
To cover yourself, make sure that anything you say is provable by way of witnesses or pictures, etc. If an issue came up, it probably wouldn't get to that point (especially once you let it be known that you signed their stupid little document under duress), but the bottom line is cover your ass.
This Zeller's has now done away with buggies, how do they expect seniors to shop, too crazy. We went to Walmart lots of buggies there.
J'hais à mort la compagnie Zellers. J'aimerais porter plainte contre le Zellers de Longueil et de Montréal qui ont accusé des personnes de vols à l'étalage, même si la pesonne n'a pas encore finit son magasinage. Service à la clientèle pourrit et désordre incroyable au sein des magasins.
Je travaille pour zellers depuis 2 mois et j'ai assez vu pour dimissionner et ne plus jamais y mettre pied.
I am a Cashier, I do not schedule the staff. Do you think I enjoy working with 1 or 2 other cashiers and having huge line ups of cranky people? You think I choose that or can do anything about it? But of course you scream and curse at me because the line is long and it's busy. You don't think we tell our managers this?
Working retail has taught me alot about people. There are 3 types of shoppers. The rare, extremely nice ones.There the ones that smile, talk, wish you a good day, ect.
Then there are the neutral shoppers. They will say hello, maybe have a little small take, say thanks and go.
Then theirs the mean, nasty, people. THe one's as soon as they come up to your cash they make some sort of remark. They constantly have a look of disgust, and will hardly look you in your eyes. They are the one's that curse at you because your shirt rang up for 2.40 more. There the one's that throw the money on the counter, yank their bags out of your hand, and make a closing, rude, remark while you say goodbye.
As I cashier, the nicer you are to me, the more I will try to bend over backwards for you. Also for the people who look down on us because we are "Zellers Employees", I'm a University Student in Engineering(2nd year :)).....and regardless if you look down on anyone, for doing any job, that right there tells you the type of person you are :)
Merry Christmas and Happy Holidays!
-Zellers Cashier :)
Here's my story. My mom had and HBC credit card. She's in her 80's. She hasn't used the card in over a year but all of a sudden gets a bill for a large amount. So we call the fraud department and report it. Then we get another bill next month and the phone calls start. So we phone the fraud dept again to be told that the paperwork is on the way and that they are aware the account is in dispute. Now she's getting harrassing phone calls from the collection dept when she's never had a late bill in her life.
What they haven't counted on is the lengths I'll go to, to fix this...
Keep your head up, and for those who look down or have no patience for people working in retail, I say grow up. Put yourself in their shoes and understand that you're not the only cranky person they've had to deal with today.
Treat others how you would like to be treated and have a Merry Christmas!
When I was in that situation, I would just point people to the boss' office door, and say to them, "I can't do anything about your problem, I'm only here to ring things up -- he's the guy that gets the big bucks and is in charge, I bet he can solve your problem or hear your complaint...why not go see him?" Of course, most customers are too chickensh** to complain where it counts, is what I found.
If you have a complaint, take it up top, people...make those people up there earn their money. And if they don't satisfy you, demand to have contact information for the district manager.
That being said, the sad fact is that most clerks are poorly trained -- management's fault again. There seems to be no knowledge about customer service among the rank and file clerks, and as a result, in our local Zellers, the clerks will actually ignore the customer or even avoid them. You can go into the store and walk the main aisle on all four sides, and not even have a clerk say even "Hi," let alone offer to help you find something. I know, because I've walked that main aisle numerous times. Maybe it has to do with the "anti-social because of too much electronics exposure" of the current generation, or maybe it's because whenever one tries to talk to management at this outlet the reply is usually to have smoke blown up one's a** as they pass the buck, not even acknowledging that anything can be done for you.
http://www.torontosun.com/news/canada/2011/01/05/16768986.html
Called James in the fraud dept. with three giftcards that I have being zero'd out.
All he can tell me is that there was some fradulent activity but no reason for being able to give any details.
I would be wary about HBC gift cards since they have the power to do whatever they please with it.
2 gift cards that are given to people when they return things WITHOUT a receipt are SOMETIMES stolen merchandise and gift cards are issued without an amount because WE know who the theives are and if you didnt steal it and lost the receipt you acted weird or was RUDE that is why gift cards ring up a 0 balance and ....
3 i have a nice diamond ring i would like to sell you !!!! hahahahahah
And the Zellers where I live has very good customer service and I've enjoyed shopping there.
I am sad to see it leave.
FYI the Walmart where I live has poor customer service also and a Target store where I had been too had staff that weren't people friendly. Wouldn't go back in those stores either.
That happens in retail everywhere. There are good employees and bad and also good customers and poor customers.
I expect to see complaints written about Target in the near future.
Wouldn't be surprised.
many coustomers would like lawway for the products you sell if you have the layaway plan you will gain more and more coustomers,for they depend on the product they buy from you,I know there where many coustomers did not paid for they want but you've to lose a little to gain,some people don't only get paid every two weeks,and have other bills to content with,please allow lawaway.
With Respect
Diana Paul