Monday, November 19, 2012
I returned to "guest services" within 2 hours of my purchase and showed them how it was broken and old. I asked for an exchange so my two kids will be able to watch movies in the back of the car on our 2 day road trip for Thanksgiving week.
They used their electronic magic to scan the box and the portable DVD player and (big surprise here) they didn't match. So, they refused to allow me to exchange the merchandise and insinuated I had either stolen the DVD player or was trying to trick them into giving me a new one. They told me to call their customer service line and complain.
I did. I actually had to call them 4 different times in order to speak with someone who I was able to explain the situation to. She called the store and was able to speak to the same management staff I had spoken to earlier today. She was told the same thing and then said there was nothing she could do and she had to follow their "policy" and she had to "support the store".
Target - Please know that I'm happy you have policies, but a policy should not, and does not, replace simply doing the right thing. This is not about the $170 I'm personally out because I'm fortunate to be able to absorb the cost. It's simply a matter of doing right by the customer.
Please consider sharing this post to let other know about my situation as to prevent it happening to others. I will be posting pictures on my Facebook page along with the phone number to Customer Service and the "ticket" number and I ask that people take the time to call in, reference the ticket number, and see if you can help me in my exchange efforts.
I'm not sure how long Target will allow this to stay posted...if it ever gets posted but I hope it makes it to someone. I am lucky that I have some free time to devote to my new found cause.
Lastly, all of the staff at Target, in the store and on the phone, were very nice and professional. Again, they are "following policy" and it's sad they aren't allowed or trained to simple do the right thing. The worst part...I really don't like Walmart! Is there a Sears around anywhere? Yikes....
Posted by Duffy Hobbs at 2:13 PM