I recently bought my children some items at a "children" type of store. When I paid with my check card the girl ran it twice & told me it went thru on the second try. I couldn't understand why she had 2 run it twice, so I told her that I'd like to leave my name & number because something didn't seem right. Later that day there was a message on my answering machine explaining that the girl who ran my card was new & that it never went through. I checked my statement online & in the pending items the amount was taken out twice. I waited until the next day 2 call, so I could check my account again to see if it was taken out twice. I tried calling the store manager 2 let her know I wasn't avoiding her, I was just making sure I didn't pay 3X. She wasn't in when I called. Later that day she left me a message 2 call her immediately. I called 2 she began yelling at me about how she had to get this taken care of. I explained to her that I wouldn't until I saw the items taken out of my account.
2006-09-16 01:02:54 · 10 answers · asked by toobusy 3 in Business & Finance ➔ Corporations
When she began yelling at me I couldn't believe it. First it was never my fault to begin with. I was being nice by leaving my name and number. Second I think it's understandable to make sure that it's not take out of my account 2X's before I pay for it again. I told the store manager (the person I've been dealing with) that I was not impressed with her lack of customer service and that I wouldn't purchase anything in her store again. She said "that's fine, but I really need this $33.00". At that point I couldn't believe my ears....I own my own business and if I ever spoke to any of my clients like that I'd be out of business.
Why do people think that it's okay to speak to others like that. I'm not trying to avoid my responsibility, I'm just looking out for myself. If I really intended to not pay the store I wouldn't have left my name and number, nor would I have called her back.
2006-09-16 01:08:04 · update #1
Stand your ground with these idiots. At the end of the day you left your details so it's not like you are trying to pull a fast one. Make sure you haven't paid with your bank first and then go in. I would also put in a complaint to their head office which ever way it goes. They have no right talking to you like that!
2006-09-16 01:08:28 · answer #1 · answered by sarah k 4 · 0⤊ 0⤋
Dear Cindi,
Let me try to sort this out. I work for a retail drug company for over 10 years. First I must say, the company can only run your credit card twice if the transaction went through and then re-rang the items through a second time. If in any doubt, a manager should of been more helpful by voiding out the transaction and analyzing the receipt. Seems the management staff was busy enough not to meet the customers' needs.
The management should of been notifyed and if they ever yell at a customer, "Blah, Blah, You're bothering me." Most stores have the name, date, address of the store, and the clerk's badge name and badge number on the receipt. Find out the corporate phone number. "What is the name of the store?" Customers should never have to deal with this becoming their fault. an accident should of been treated as, "Opps! I am sorry ma'am. Let me call a member of my management staff to solve the problem." Customer service consists of a member of the store staff to do its best to meet the customers' needs. Staff needs to be a great listener, not interupt, ask questions to the customer about what happened and the circumstances, act upon problem solving the issue. Management and employees have to absorb the yelling and frustration from customers if they are in any business. Complaints can be turned around to later become Compliments because the customer is there to receive help and compensation for their needs. If any employee speaks harsh to a customer, management needs to be notifyed. Management is traiined especially NOT to take a problem and place the blame on the customer, All the time in the world is on the managment staff to reslove the problem. If they are harsh,(Management) the Store Manager needs to be notifyed, then if it is not resolved, A member of Corporate in Human Relations needs to be notifyed. Human Relations takes special part in handling complaints from unhappy customers. Do not do any favors of not refering to this type of action. Your voice needs to be heard! With enough of these calls to Human Resources will build better customer service because Coporate will then handle Complaints and file them and ask for team meeting to resolve issues and cases like yours. Remember, no customer should feel obligated to sweep the issue under the carpet. Go in there and resolve the issue.
Hope this helps. Good Luck. ;-)
2006-09-16 09:31:28 · answer #2 · answered by Robert L 2 · 0⤊ 0⤋
They should agree. You should wait until your statement comes. Then if the amount was taken out once or twice you should go up to the store and show them. If it was the same amount twice they should reimburse you by giving you a refund on that same check card. It is their fault for not training the girl correctly. I work in retail and at my old job we had problems with out new check/credit card system. We finally got the keypads where you swipe your own card but occasionally the keypad and the computers did not communicate with each other right and the customer would have to swipe the card several times. We kept record of the date, time, and how many times the card was swiped. We made sure the customer knew to watch for their next statement and if the amount was taken out more than once to come in and they would be reimbursed.
2006-09-16 08:17:34 · answer #3 · answered by nc_girl2005 4 · 0⤊ 0⤋
Your definately doing the right thing - once a customer at our business gave me his card - at first it said the transaction was approved and then it printed out a decline - I rang the bank in front of the customer at the time of the transaction and they confirmed it didnt go through that the transaction had in fact been cancelled - I gave the customer the decline recpt and then we put it through again - I let the customer know that if he found any descrepancies on his statement to come straight back and we would sort it out - there were no discrepencies and all was ok but I gave the customer full guarantee that I would sort any problems out straight away...
The way you were treated is disgraceful - was it a store that is a chain? If so forget the store and the manager and contact head office and deal with them only - if it was a small business print out your statement (crossing out all details of other transactions as these are none of their business) and take it into the store and show them and get them to contact their bank in front of you and if they are in fact wrong and 2 transactions were taken demand they refund you your over payment - if they wont go to small claims - dont let it go as a matter of principal.
2006-09-16 08:11:29 · answer #4 · answered by ♥Kazz♥ 6 · 0⤊ 0⤋
HA!! Most companies have shipped their so-called customer service overseas to India or Poland and the skeleton bunch they have left here know tiddly squat about operations or their product for the most part.
My advice is to take what you have in to the store manager and show her IN PERSON that you have paid for the items 2 X's already. Keep all your paperwork. Keep on trying till you find someone higher in the organization than the store manager (a regional manager perhaps) and file a complaint. Make sure you have a paper trail for EVERYTHING.
I had the same problem with TalkAmerica when they bought out LDMI and they still owe us over $50 - from THEIR mistake for over 6 months and are still fighting to get it back. Needless to say, we have switched phone providers. I have dealt with numerous rude people and have a stack of paperwork almost 2 inches high. I have also filed a complaint with Consumer Protection for our state.
2006-09-16 08:14:41 · answer #5 · answered by Road Warrior 4 · 0⤊ 0⤋
"I called 2 she began yelling at me about how she had to get this taken care of.
It's difficult to understand why the actions by the manager, in your above statement, ever took place. ie Her "yelling".
With all the detail you posted, this appears to be very brief.
"I explained to her that I wouldn't until I saw the items taken out of my account."
The above statement asks a question, in my mind, why wait until the second erroneous debit cleared your account.
When a card is used at point of sale, the transmission goes to the bank as a "hold amount" on the account.
The debits transactions in a store are as clear as cash transactions. At the end of a business day, all credit card and/or debit transactions are finalized by a separate/final transmission to the clearing house.
These kinds of errors are the most simple of errors to correct.
The manager knows when those transactions have been transmitted.
It was simply a matter of writing a credit to your account.
I'm sorry, I just feel that something is missing in your description of the event.
2006-09-16 08:34:51 · answer #6 · answered by ed 7 · 0⤊ 1⤋
Well at least you had human contact. I would go straight to corporate headquarters with this story. You are in no way to blame for this. If you discover that the amount was never actually withdrawn, I would call the store and very graciously thank them for your "pro bono" purchase and explain that their personnel is their problem, not yours. Whatever happened to customer service? It's extinct.
2006-09-16 08:11:14 · answer #7 · answered by Babs 7 · 0⤊ 0⤋
This is the way is going and i dont think it will get any better
2006-09-16 08:12:53 · answer #8 · answered by christina_uk5 1 · 0⤊ 0⤋
report all of them!!!
2006-09-16 08:16:19 · answer #9 · answered by smilingontime 6 · 0⤊ 0⤋
REALLY ARE YOU ALRIGHT IN PLACE
2006-09-16 08:13:36 · answer #10 · answered by Preety Damsel 2 · 0⤊ 0⤋