How do I handle a HORRIFIC customer service situation & get my way w/the manager, receive JUSTICE?

Question

I ordered a bike from a local shop @ 40% discount end of Sep. b/c of a group triathlon team discount. It was supposed to arrive mid-Oct & now it's expected to SHIP DEC. 1st, arriving 2 MONTHS LATE!!! As triathletes w/scheduled races this is unacceptable/we need to spend $ on renting bikes.
This shops employees have constantly been lazy & rude saying "ure not doin us a favor, were doin u a favor- u cant get this discount anywhere & were the best shop in town for ure team," hurrying me out of the store while choosin a bike & givin me attitude the entire time. After callin to check the status on why my bike was late I said do we get a discount for the 2 month delay? his response: "u already had a good discount." I bought an $89 5-year repair service w/them & want to demand a refund for it b/c im so ANGRY I dont want to c them EVER again. How do I convince the manager to get my $ back if non-refundable, put them in their place for this stressful & unjust experience? must i threaten 2 sue??

thanks trooper- the only reason i brough up suing is b/c they act as if i am trouble for them and they'd rather get rid of me anyway..so im assuming if i ask for a refund, their answer will be plain and simple- "sorry we cant do that." if they say that- how do I speak back to change their minds or force the refund?
Guys- my question is more WHAT DO I SAY AND HOW DO I SAY IT with people who just dont care whether they do a *****ty job or lose 1 customer?
Thanks.

By the way- stephanie73- dont make assumptions, i was extremely nice to everyone in the shop, demanded NOTHING, just asked for the basic information and services that a novice biker needs to know, and was very patient despite being treated badly.

Answer 1

You have no grounds for a lawsuit.

You must prove negligence. There is no evidence of negligence, just rude employees. Being rude is not illegal.

There may be some legal issues if you have something in writing with a delivery date, but that in itself will only get you a refund, not a lawsuit.

The best you could do is cancel the entire order, and request a refund for the bike and the service contract. They should comply, considering the delay.

If they do not comply, you could remind them you have several friends that bike too, and your complaints of the service you received could cost them business. Be nice... if you are confrontational, they may be less receptive.

Answer 2

I used to start an argument with the person giving the bad service. Then, after it had escalated beyond all redemption, I'd demand to see the manager and start arguing all over again. That didn't do much good and it made me look like a jackass in front of the other customers. Now, I'll try to be good natured about it whatever the problem is, and nudge the employee along. If that doesn't work, I'll say something like, "I see you and I won't be able to resolve this. Would you please get your supervisor?" Sometimes, that puts the clerk in a more cooperative mood and everything gets worked out. Sometimes, the clerk gets a manager. Generally, the higher up you go, the more the supervisor has riding on a satisfactory outcome. For example, a minimum-wage clerk may not give a damn whether you're happy or not, but a store manager whose income is based on sales wants you to come back -- and bring your friends with you. The more someone has riding on a company's success, the more customer-friendly they'll be.

Answer 3

How do you handle it?

1. Take a deep breath and calm down a little.
2. Once you're calm, think about the way you've acted when you went to the bike shop. Did you politely inquire about the status of the order, or were you rude and demanding? If you were rude and demanding, you put the employees on the defensive, making it more likely that they will be rude in return. Nobody likes to go out of their way for someone who is rude to them. Even though you're frustrated and angry, try to be nice to the employees.
3. Realize that the shop did do a nice thing for you offering a 40% discount. Is the shipping delay their fault, or is it the fault of their supplier or manufacturer? Most likely, it is the supplier or manufacturer that is at fault. If your money is non-refundable, it is likely that they had to pay for the order already, and they will lose out if they refund you. It's not as if they have this bike sitting in their back room and they are refusing to let you have it. The order hasn't shipped yet.
4. If they rushed you out of the store, see #2. A rude, unhappy customer is not good for business. Of course they want to get you out of the store as quickly as they can, especially if you are making demands they cannot meet and being unreasonable.
5. As for your additional discount for being late, they probably can't give you any more of a discount without losing money. Small, local businesses have a tough enough time making ends meet with all the competition from the retail giants.
6. Discuss your concerns with the store manager in a rational manner. Don't get angry, don't be mean, and don't make demands. There is nothing to sue over. If you truly don't want to deal with this shop in the future, ask the manager for a refund of the service contract. Don't demand it. And if the manager won't refund it, either use the service contract, or chalk it up to a life lesson learned and move on.

Answer 4

Sounds like somebody is on a power trip. If you really want to get something done about it then I would find out if it is a locally owned shop and go to the highest person you can you can find out alot on the internet about a business send e-mails make some phone calls. Do what you can but if it's true what they say about that being the only shop to give the discount then I wouldn't ruin it for everyone else that goes there from the group. However, they were in the wrong by not providing you with a subtitute bike for any race you would have had coming up if they promised to have your bike there before your race. Try to fimnd out who the owner is and talk to them directly if the manager isn't doing anything about it.

Answer 5

First you have to calm down and take a deep breath. Hardly anyone will listen to a person who is yelling. Go to the store and ask to speak to the manager. Don't bother arguing with the employees. Calmly explain to the manager your situation. Tell him exactly what you want. Explain how his store has cost your team money, and explain further that your team will no longer be using his store unless he corrects this mistake. If he is as unreasonable as the employees you spoke to ask to speak to the owner. If that still doesn't help, if you paid by credit card you could report it to them. After investigation, if they found you didn't get what you paid for, they'll remove the charge. As a last resort you can go to small claims court. You can also report them the the local Chamber of Commerce and the Better Business Bureau. But first, just try to talk it out with the manager. He may be willing to make a deal that is acceptable to you.

Answer 6

The other writers have given you pretty sound advice especially presenting your case in a calm and reasonable manner, going through channels, and in proper steps. In addition to their suggestions I would send a courteous but firm e mail or registered letter to the manufacturer of the bike or the closest regional office you can locate. Explain the situation to them and even if they cannot do anything to expedite delivery you can make them aware there's a store selling their product which does not value good customer service or repeat business. You may also wish to add something to the effect of "their way of doing business and treating customers reflects poorly on the fine product made by your company." I understand rude employees are part of the problem and has made for an unpleasant experience, but in my own dealings I have found you will be looked upon with greater consideration if you concentrate not so much on who is wrong, but what is wrong.

Answer 7

You may have a case to force cancellation of the purchase contract, seeing as there has been a material change in the contract. They have not produced the product in a timely fashion. A two moth delay is a major difference.

First of all, send the owner of the shop a certified letter (restricted delivery, so that he has to personally sign for it, explaining the delay and the treatment that you have received. Give him a chance to make it right, and if he does not, consult a lawyer.

Answer 8

Document what has happened and get the names of the people you talked to there. If you don't have any names go back to the store, being real nice, and get them.
Then send a letter to the CEO of the business and tell him all of what has transpired.
Do this and I'll bet you will get some help with this.
Then if this fails sue but be sure you have good documentation.