I don't want to write it all out again, so here's the letter I am sending the corporate offices as well as the disrict manager. Is there anything else I should do? I know, it's kinda long, but I am so pi$$ed...
I wanted to recount to you the horrible experience I had at one of your retail stores. I recently ordered a couple of pre-played games from your website but was unsatisfied with the condition they were in. I had read on your website that it was possible to return items bought online to retail stores for a refund or exchange. I went to the Electronics Boutique store #*** to return the games I had as this was the closest location based on your online store locator. I was attended by a person named ***, who claimed to be the manager of the store. I told him I wanted to return the games I had bought online and showed him the packing slip. He said that he would not give me a refund for the games since they were purchased online. I told him that I had read on the website that I could return items to retail stores and proceeded to show him the packing slip, which on the back reads, "Original packing list is required for all returns and exchanges. Returns and exchanges of new and Pre-Played merchandise will be accepted within 30 days." Please note that the date on my packing slip reads 03/15/05, which is well within the accepted 30 days of your policy, and also note that the gameboy games are still sealed in the EBGames plastic wrap and box in concordance to your policy. In addition, below is your return policy, quoted from your website, which states that I can return merchandise in-store:
"Return Policy for Merchandise Purchased at EBgames.com Returns and exchanges of new and Pre-Played merchandise will be accepted within 30 days from the date on the packing slip.
Exceptions: Video games, computer software, video game systems, computer hardware, action figures and DVDs may NOT be returned if opened or unsealed and non-defective. You may exchange these items for the same item if the original is defective. Terms and conditions of manufacturer's warranty apply to defective video games systems and computer hardware after 30 days.
New merchandise must be returned or exchanged in new condition with all original packaging and contents. Pre-Played merchandise must be in the same condition and with the same packaging as when purchased.
Items may be returned or exchanged by shipping them to EBgames.com, or by taking them to an EB Games store location in the United States. Items returned to an EB Games store location must be accompanied by the original packing list. To ship a product to EBgames.com, include the packing list, identify the reason for the return and send it to the address on the return shipping label. Shipping costs are non-refundable. If the reason for your return is due to our error, please contact us for a shipping credit. We will issue a full credit via your method of payment for the price of any merchandise you return that meets these conditions."
He told me that in the five years he has been working there he has not given credit for any online merchandise but he could offer an exchange. We went back and forth with this issue until I asked if he had the same games so that I could exchange them. He checked in his system and did not find the games I wanted so I asked him for a gift card with the amount due, which I thought would be a reasonable request. He said he could not do this for me either. At this point my friend who had come with me to the store came up to the register and asked me, "What happened?" I do not know why but the manager seemed to get very upset over this and asked if he was my lawyer. Then he proceeded to yell at my friend for cutting into our "one-on-one" conversation. Once he was done, I asked to have the district manager's name and phone number so I could ask him about the return policy. He wrote down the district manager's name and number only after my reminding him that I needed all seven digits to complete the phone call. I said thank you and walked out of the store thinking that was the end of it.
Shortly after, not more than 100 feet away from the store front, the "manager" confronted my friend and I while in a conversation of our own about the series of events that happened inside the store. He insisted on harassing us over the so called "interruption" my friend had done by asking me what happened. Oddly enough, someone who claimed to be a customer, a 6'-0" African American gentleman, who was not wearing a jacket got involved in our argument, taking ***'s side and began to verbally assault and threaten me, calling me a "f***ing *****" many times to my face. I stopped counting at ten. I found it odd that the "customer" was not wearing a jacket since we are still in the middle of winter weather, so either he was ***'s friend or another employee from said store. *** also did not stay quiet saying that I looked like the type who has nothing better to do but to come into places to cause trouble. *** seemed to defend this kind of behavior saying that he was on his lunch break and he could do whatever he wanted. I do not find this series of actions appropriate for any of your employees, let alone the manager of one of your retail stores.
I do not feel as though I should have been treated this way because 1, I was only returning a couple of pre-played games to an in-store location as stated in your policy, and 2, my friend and I were followed outside of the Electronics Boutique and were harassed after we had already walked out of the store and politely told the manager thank you. I believe that even though *** may have been on his lunch break, he was still representing the EBGames name and should not have confronted us in the way that he did. He made us feel unsafe and unwelcome all for an issue that could have been resolved in a matter of minutes. I will not be returning to that particular store for obvious reasons and will be very weary anytime I shop at any other EBGames location.
I wanted to recount to you the horrible experience I had at one of your retail stores. I recently ordered a couple of pre-played games from your website but was unsatisfied with the condition they were in. I had read on your website that it was possible to return items bought online to retail stores for a refund or exchange. I went to the Electronics Boutique store #*** to return the games I had as this was the closest location based on your online store locator. I was attended by a person named ***, who claimed to be the manager of the store. I told him I wanted to return the games I had bought online and showed him the packing slip. He said that he would not give me a refund for the games since they were purchased online. I told him that I had read on the website that I could return items to retail stores and proceeded to show him the packing slip, which on the back reads, "Original packing list is required for all returns and exchanges. Returns and exchanges of new and Pre-Played merchandise will be accepted within 30 days." Please note that the date on my packing slip reads 03/15/05, which is well within the accepted 30 days of your policy, and also note that the gameboy games are still sealed in the EBGames plastic wrap and box in concordance to your policy. In addition, below is your return policy, quoted from your website, which states that I can return merchandise in-store:
"Return Policy for Merchandise Purchased at EBgames.com Returns and exchanges of new and Pre-Played merchandise will be accepted within 30 days from the date on the packing slip.
Exceptions: Video games, computer software, video game systems, computer hardware, action figures and DVDs may NOT be returned if opened or unsealed and non-defective. You may exchange these items for the same item if the original is defective. Terms and conditions of manufacturer's warranty apply to defective video games systems and computer hardware after 30 days.
New merchandise must be returned or exchanged in new condition with all original packaging and contents. Pre-Played merchandise must be in the same condition and with the same packaging as when purchased.
Items may be returned or exchanged by shipping them to EBgames.com, or by taking them to an EB Games store location in the United States. Items returned to an EB Games store location must be accompanied by the original packing list. To ship a product to EBgames.com, include the packing list, identify the reason for the return and send it to the address on the return shipping label. Shipping costs are non-refundable. If the reason for your return is due to our error, please contact us for a shipping credit. We will issue a full credit via your method of payment for the price of any merchandise you return that meets these conditions."
He told me that in the five years he has been working there he has not given credit for any online merchandise but he could offer an exchange. We went back and forth with this issue until I asked if he had the same games so that I could exchange them. He checked in his system and did not find the games I wanted so I asked him for a gift card with the amount due, which I thought would be a reasonable request. He said he could not do this for me either. At this point my friend who had come with me to the store came up to the register and asked me, "What happened?" I do not know why but the manager seemed to get very upset over this and asked if he was my lawyer. Then he proceeded to yell at my friend for cutting into our "one-on-one" conversation. Once he was done, I asked to have the district manager's name and phone number so I could ask him about the return policy. He wrote down the district manager's name and number only after my reminding him that I needed all seven digits to complete the phone call. I said thank you and walked out of the store thinking that was the end of it.
Shortly after, not more than 100 feet away from the store front, the "manager" confronted my friend and I while in a conversation of our own about the series of events that happened inside the store. He insisted on harassing us over the so called "interruption" my friend had done by asking me what happened. Oddly enough, someone who claimed to be a customer, a 6'-0" African American gentleman, who was not wearing a jacket got involved in our argument, taking ***'s side and began to verbally assault and threaten me, calling me a "f***ing *****" many times to my face. I stopped counting at ten. I found it odd that the "customer" was not wearing a jacket since we are still in the middle of winter weather, so either he was ***'s friend or another employee from said store. *** also did not stay quiet saying that I looked like the type who has nothing better to do but to come into places to cause trouble. *** seemed to defend this kind of behavior saying that he was on his lunch break and he could do whatever he wanted. I do not find this series of actions appropriate for any of your employees, let alone the manager of one of your retail stores.
I do not feel as though I should have been treated this way because 1, I was only returning a couple of pre-played games to an in-store location as stated in your policy, and 2, my friend and I were followed outside of the Electronics Boutique and were harassed after we had already walked out of the store and politely told the manager thank you. I believe that even though *** may have been on his lunch break, he was still representing the EBGames name and should not have confronted us in the way that he did. He made us feel unsafe and unwelcome all for an issue that could have been resolved in a matter of minutes. I will not be returning to that particular store for obvious reasons and will be very weary anytime I shop at any other EBGames location.
Glad you stayed calm, and keep us updated!
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