Customer dissatisfication from Target...

[EchoOfOphelia]

Geez, that's ridiculous. I'm sure the Customer Service desk just returned it without question and never even looked in the box and it was simply returned to the shelf. I'm sure it happens all the time. But to treat you like you did it was very disrespectful. I don't know if you'll be able to make a case out of it, but I'm sure that the letter to Target Headquarters would help some what.

To add to the Wal-Mart/Target discussion though, I definately agree with DMC.. we're both in Chicago and maybe it's a regional thing, but the Wal-Marts here are incredibly dirty and disorganized. Whenever I NEED to go in there for something I usually walk through as quickly as possible, grab what I need and try to leave as quickly as possible.

I am surprised about the way Target treated you about returning the fan though. This is a product that they sell, of course they should take the fan back, that's crazy. Although Target is majorly cracking down on their return policy, you need a receipt no matter what. And I've been in the stores when guests are complaining to a manager and I think the managers have more limited powers now in terms of giving the guest what they want. I don't know though, that's just an observation.

I hope you get a response from Target quickly. I'm sure your letter to SCEA won't wield anything helpful. I'm sure that the incidenet happened in a target store and its out of their hands. But certainly worth a try.

Good luck to you!

 

[WDWFREAK53]

Not from Target...but I had a similar experience with Circuit City.

I had purchased a CD Burner and when I got it home...I opened up the box...and in place of the actual "burner" was a block of wood that fit perfectly into the styrofoam crate that the burner sat in...very odd...

(and yes...it was wrapped like it had never been opened)

The manager took it back with no problems.

 

[Wckd Queen]

Sorry that this happened to you, Toonfinder! Someone at the returns desk at Target dropped the ball, and they expect you to pay for it

Have you tried to contact the store manager, as opposed to the managers on duty? Sometimes, the general manager of the store is easier to deal with...and in dealing with him or her, you can also air your grievences regarding the rude manner which you were treated by his subordinates.

I just did a little poking around online, and Target does have an 800 customer service number. You might want to consider calling that as well (go to Target.com, Help, Contact Us, Target Stores & Programs)

Good luck!

 

[Invero]

I used to be a Customer Service Manager at my local Wal*Mart back in NH. Our store was a very clean store, with high standards. Nothing like the dumps down here in Orlando. Our store was very friendly, and like a family. We had a lot of regular customers that we all knew by name. We were also the top store in our district.

We would often get strange returns... some not even from our store. I remember one day, someone was returning one of those folding camping chairs... in the $15 price point. The service desk person couldn't get the computer to scan it, and so I was called over. When I got there to assist, I asked if they had purchased it at our store. The lady insisted up and down left and right it was this store. Closer examination of the label revealed that it was a K-Mart product. When the lady finally realized she had goofed, she turned beet red, and was about to leave.

Instead of letting her walk out the door, and go to K-Mart... I took back the chair, and gave her a $15 shopping card. About an hour later, I saw that same lady with a cartload of merchandise.

Yeah, sure, taking back something that we didn't even sell may sound crazy... but by doing that, I turned an embarrassed and frustrated customer into a happy, appreciative repeat customer that would end up spending a hundred dollars that day at our store instead of K-Mart, and probably a few hundred more down the line.


So, yes, some Wal*Marts may be less than desireable. But don't think that all stores are like that. There are still a few hometown Wal*Marts that are truly "Home Town" stores.


By the way... is it just me, or does anyone else find Targets to be a bit too... umm... red? The Targets I have been in have been wall-to-wall bright red... very hard on my eyes... I didn't like it at all.

 

[Maria]

Originally posted by Invero
Yeah, sure, taking back something that we didn't even sell may sound crazy... but by doing that, I turned an embarrassed and frustrated customer into a happy, appreciative repeat customer that would end up spending a hundred dollars that day at our store instead of K-Mart, and probably a few hundred more down the line.

Bravo! :sohappy:

 

[Wckd Queen]

Agreeing with Maria :sohappy: Good job!! Can you come up here to our dingy dinky Kmart? We only have one (WalMart is about half hour away, Target, over the Tappan Zee Bridge until it opens 10 mins from my house) and its horrible. It always looks like a cyclone just passed thru and to find a sales associate who will acknowledge your presence is nearly impossible.

Up here, we have a small chain of food stores called Stew Leonards. (Ok, Stew Sr went to federal prison on tax related charges a few years ago, but the stores are nice, really!) Their claim to fame is being "The Worlds Largest Dairy Store", as supposedly seen in Ripleys Believe It or Not. The only reason I mention them is that when you walk into the store, there is a giant piece of granite. Carved into the stone are the two rules of Stew Leonards: #1: The Customer Is Always Right. #2: If The Customer Is Wrong, See Rule #1.

They must be doing something right, because regardless of which store you go to, or what time of day you go, it is always packed.

 

[nikechic]

Originally posted by tiggerlover1971
same here in south florida I refuse to go to target they are overpriced compared to Walmart and alot dirtier hopefully you will get answered an satisfaction

HERE in Mass too. Walmart is the only place where you can buy four cans of nine lives cat food for 75 cents. Can't beat that deal.

 

[WDWFREAK53]

Originally posted by nikechic
HERE in Mass too. Walmart is the only place where you can buy four cans of nine lives cat food for 75 cents. Can't beat that deal.

Note to self: Do not eat at Nikechic's house :lookaroun

 

[nikechic]

Originally posted by WDWFREAK53
Note to self: Do not eat at Nikechic's house :lookaroun

:lol: :lol: :lol: :lol: :lol:
HA HA HA. Really funny. The cat food is for my two babies...my cats.

Walmart has great deals on salty food too, Freaky.
You know how much I love the salty stuff. Yum Margarita salt.

 

[Toonfinder]

bit of an update on what's going on...
Still no word from Target about the whole thing. I'm giving them until tomorrow before I start knocking down doors looking for a response.
Did hear back from SCEA who really wants to talk to me now... so I gave them my phone number and I'm hoping to chat with them today or tomorrow.

Still have the rather useless game case along with the original wrapping that was on it.
And I just griped about the fan being advertised/shown off wrong on the box compared to what was inside. Another thing I had discovered was that it stated that it was 'adjustable from 24" to 42"'... nope, not adjustable except for those two heights. Either you have the center rod installed or not... there is no in between on this fan. *Grumble*

Oh well... won't be able to see my email until I get home anyway so I guess there's always hope that someone wrote back to me today...

 

[leeocean]

Yet another problem with Big Box retail - customer service going down toliet!

I don't like Target and Walmart but they are necessary evils.

 

[Toonfinder]

nearly a week later...

OK... got a response from Target finally. And here it is...
~~~~~~~~~~~~~~~~~~~~~~~~~

Dear Target guest,

Thank you for contacting us regarding your August 2, 2003 experience at our Garden Grove store. Please allow me to apologize for any frustration or inconvenience you may have experienced. I also wish to apologize for the delayed response and thank you for your patience.

As indicated in our return policy, we will accept the return of any unopened music, movie, video/computer game, or computer software with a valid Target receipt dated less than 90 days from the date of purchase.Defective or opened merchandise returned within 90 days will be exchanged for the exact same title. It appears our store went beyond our guidelines in offering exchange for a game other than "My Street". We regret that you were not satisfied with the options offered.

Based on the circumstances you described and the fact that "My Street" is in the process of being discontinued from our stores, we may be able to assist you from our offices. If you are able to respond with your name and a mailing address, I will provide you with an address to which you may send the game and a copy of your receipt for reimbursement in the form of a Target GiftCard.

The quality of the merchandise we offer is important to us. If you feel the packaging of the fan you purchased was misleading, we recommend you attempt to return or exchange the item, new and unused, with a receipt dated within 90 days. Your comments about the fan and its packaging will be included in reporting to our buyers.

We appreciate your comments about the service you received. Although it appears the store was correct with the resolutions they offered you, it appears they could have provided you greater courtesy. Your comments point out the need to reinforce with our team members that guest satisfaction not only applies to the merchandise we offer, but also to the kind of service we provide. Your comments will be included in reporting to the Store Team Leader for review with the staff.

Thank you for taking the time to contact us. We value you as our guest. Please respond with the information I requested if you would like further assistance.

Sincerely,

Jeremy Johnston
Guest Relations




and my loving reply was oh so loving...
~~~~~~~~~~~~~~~~~~~~~~~~~

Good day Jeremy,
Thank you for the reply... I was a bit frustrating in not seeing a more timely reply but at least a reply is better than none at all.
I think the main source of my frustration within this whole ordeal was about how matter of fact the manager on duty immediately declared it was a manufacturers defect and not the possibility that it was an in-store theft or something. Even AFTER I showed him the wrapping in which it had been placed, definitely not something that SCEA wraps their games in.
Speaking of SCEA, I have also copied them on the letter in which I sent to you concerning this statement by the manager on duty... and let's just say that they are less than thrilled to know that this has happened. They are trying to set up a time to talk with me concerning my issues and I will again point out that it was the manager on duty who placed the entire blame upon SCEA for something that was quite obviously not done by SCEA or the game developer (My Street was distributed by SCEA). I'm sorry to hear that Target is choosing to discontinue carrying this game as it is a great game and I really wish I was able to play it within the comfort of my own home with friends of mine across the country.

At this point in time, I am not wanting a Target GiftCard... I want either my game or my cash back. I will no longer be shopping at Target nor will many others who have heard the story of how I was treated a week ago. Word of mouth has damaging effects and unfortunately your company is not doing more to please the customer as I am not the only individual that this has happened to. I have heard instances of missing discs from DVD cases and other game console cases and the stores were extremely reluctant to give the consumer the benefit of the doubt that this was indeed the way the game was purchased just recently.
I went into Target to purchase a game... I bought the game and then came home. An hour later I open my game to discover said game is not there. I immediately return to the store to exchange for another copy of the game and got treated like I was the criminal trying to cheat the system. And then I wrote to you... and after thinking it over, I forwarded a copy of the same letter to SCEA. Complete customer satisfaction is giving the customer what they want... I know this because I deal with it every day on an international level. I might not like it, but it's harder to keep a current customer satisfied than to bring in new customers. Why? Word of mouth.

So consider this matter closed as obviously your company does not seem to care what I want. I have made my point clear regarding the game. I want the game without having to go to another store to exchange it or my cash back. Period.
But if you wish to discuss further... go ahead, you will encounter the same request over and over.

To make you happy though since this Target store seems to not care about their customers needs, I'll only deal directly with you.
So here's the information that you requested:
Name: *************************
Address: ***********************
***********************

And if you think I am going to put anymore money into this by having to send this game to you, you better think again. This is the fault of someone within Target either not checking the merchandise if it were returned OR there is a problem of theft within that store. I'm going to put my money on the latter of the two opinions.

 

[mightyduck]

Just a word as a former EB manager...

Stores like EB "gut" the video games. Take out the game, shrink wrap the empty box to deter theft, and put the "guts" to the game in a bin in the back room. If someone wants the last one, you grab the box off the shelf, go into the back, and reshrinkwrap with the guts inside again.

Occasionally, as titles get replaced, they will do a store by store recall of certain titles that some stores have too many of. This can result in empty boxes being sent back. Also, returns get sent back to the warehouse to be returned to the vendor.

The possibility for instore theft is very high, since an employee could replace the electronics merchandise with a block of wood or different cd (see notes above) so that the package would have the right heft and send it to the warehouse. The original vendor could easily mistake the "defective" return as an overstock, or take the overage at face value and ship it to another store. In addition, buyers will buy lots of older games to sell at their stores for a discount. All this means that the consumer could be getting an empty box or piece of wood. I know that EB is not affiliated with Staples in any way but we would get stock that still had their price stickers on it.

Just a heads up for anyone who shops those kinds of stores. Staples and Circuit City won't let you do it, and maybe not Target, but stores like EB will, if you are polite but persistant (tell them you had a bad experience) let you open things that don't have factory shrink on them in the store to check the contents if you are unsure.

 

[monorailmike]

Man, reading the response from Target, it looks like they completely missed the point. The game was not defective. THERE WAS NO GAME TO BEGIN WITH! I agree that you should either be refunded the amount or they can find a store with the game and mail it to you at their cost. Best of luck, and let us know what their response it as well how it goes with Sony. I have been frustrated by Target this past winter. Unfortunately, there are more of them than Walmart here in Michigan, and they are beter maintained for the most part.

 

[Toonfinder]

Closure... finally...

So Target failed to live up to the expectations of providing a lelvel of customer service that I was expecting... and SCEA had to step in and handle the problem in order to cover the inadequacies of Target.

Closure... nearly two weeks later... it's a relief to be able to finally say it's over. And it's only over because SCEA stepped up to the plate to provide a level of customer service that is not even their fault. They are providing a level of customer service that should have been provided by Target from the beginning.

So the finale is somewhat unspectacular... I have sent in the entire package of game case, copy of the receipt, copy of the correspondance sent to Target, and of course the wrapping around the game case to SCEA. And in return I will receive the game that I have been fighting for over the past two weeks... "My Street".

And when I receive it... I'll gladly play anyone online

 

[DisneyJill]

I used to work for Target, as a cashier and a stocker (and a brief stint in the snack bar until I accidently set the popcorn machine on fire :lookaroun but that's another story ) and I think that their customer service is really lacking. I worked at 2 different stores, one in my hometown and one in my college town, both in Indiana, and the people at both electronics and guest service were always very rude and generally acted as if any return was the guests fault. In both towns, the Targets are much nicer than the Wal-Marts, however, the Wal-Marts provide much better guest service. If you want to return something at Wal-Mart, they don't ask any questions, they just smile and take it back. I thought Target was an awful place to work. They were terrible about scheduling. They scheduled me no days during the week, but for 25 hours on Friday-Saturday-Sunday for like 4 weeks straight and then when I asked for a weekend off they told me no, that everyone had to take turns working weekends. I thought I had taken my turn...and a few other peoples...Either way, Toonfinder, I hope this all works out for you.