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
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
How does the store know for certain that you actually bought it there without a receipt? A receipt is proof of purchase. Plain and simple.
I hang on to my receipts and keep them in an envelope just in case.
For those complaining about Zellers poor customer service take a look at yourselves there are customers who behave rudely and poorly too.
And Walmart and Target also have had poor customer service too I might add.
The final blow, however, came on June 23, 2012. That afternoon, a section of the roof of the Algo Centre Mall collapsed taking the Zellers store with it. Two women were killed in the collapse, and the disaster make many people angry about the poor structural condition of the store and mall. The store and mall had been poorly designed and maintained over the years, and having roof leaks and water stained merchandise does not give customers a good impression about the store. We'll find out during the ensuing public inquiry why the store fell. Obviously I won't shop at Zellers anymore, especially after finding out that two other stores had collapsed in the past two decades.
WAITED FOR MY NEW MATTRESS TO BE DELIVER,AND I WASHED THE COVER AND IT FAIL APART
SO I WHEN BACK TO ZELLERS TO EXCHANGE THE MANAGER REFUSE SO I PHONE THE HEAD OFFICE TO COMPLAINT THE LADIES WHO ANSWER MY CALL WAS VERY PLEASANT SHE SAID THE MANAGER WILL CALL ME BACK ,I HOPE LET ME EXCHANGE I AM A SENIOR ON A VERY SMALL INCOME ,I WOULD SAID ALL THE YEAR THAT I SHOPE AT ZELLERS I ALWAYS HAD NICE CASHIER TO SERVE ME ,AND I ALWAYS SAID GOODAY TO ALL OF THEMs AND I WILL MISS THEM.
Oh, how about we don't give a [***] about your [***].
Yeah, we're all laughing how your store is closing.
Your store is piece of [***] everybody hates, overpriced, and filled with lies.
Now get the [***] out of Canada!
If you don't treat your customers properly, go die in hell.
I hate you guys, and you guys are the worst store in Canada! Haha!!
Nobody likes to shop at Zellers because it sounds more like " Sellers ".
No offence, in my opinion your store is a [***] piece of [***] that shouldn't of been opened or existed on earth.
Die Zellers Die! Burn!