Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My elderly mother arrived to this store with her fully trained service dog. The employee and owner humiliated her, bullied her and yelled at her over her service dog and demanded to know his service provided (unlawful) she showed his cards. They were sarcastic and laughed at her. The disabled are people too. Even if ****** and ****** dont think so.

  Business response

  06/17/2024

  *Complainant was not present at time of issue*. No senior citizens were bullied or harassed in anyway.

  A customer brought an animal without a service tag or collar into the store. They were told pets weren't allowed, and the customer informed the staff that it was a service animal. The employee asked what tasks the animal was trained to provide. The customer replied "diabetes?", (which isn't a task but a condition), and then insisted that they will show the staff their service ID. The staff said it was not necessary and that the animal could enter. There was no further issue or conflict with said customer. This customer was with another lady that was purchasing a large, heavy item. After it was paid for, two of the store's employees loaded the heavy item onto a cart and then one employee loaded the item by himself into the vehicle the two women had arrived in. Before they left, an employee had managed to find an item one of the ladies had been searching for, so she came back in after the heavy piece was loaded and she purchased that as well. The ladies seemed very content and did not voice any complaint or behave in a way that indicated they weren't happy with the business or the service they received. 

  An hour or two later, a woman called our store and immediately began shouting at an employee upon answering the phone. She shouted that "how dare you have the audacity to yell at and discriminate against an elderly woman" etc. It was busy at the desk with two customers being checked out, so the employee said that the person on the call would need to hold for the manager. The manager was ringing up a customer and could not take the call immediately. The caller hung up after 5 minutes and called back. Another employee answered the line, and the caller yelled at them as well. This employee (and the first) had been present when the dog-customer had entered. She told the caller that what she was saying did not happen. At this point the manager was free and got on the line. The caller was apparently the dog-customer's daughter, who was not even present to witness what she was alleging. The caller proceeded to yell at the manager. The caller was told that they would not tolerate anyone yelling at store employees and was informed of the actual circumstances from her mother's visit. They continued to yell, argued that they knew better what had occurred and demanded an apology. The caller was informed that everyone behaved within accordance of the law, no customers were abused or discriminated against, that the yelling would not be tolerated and that they should not call back. We at Oakton Antiques don't tolerate our employees being abused, and certainly don't abuse others. 

  We have video proof as well as five employees present that witnessed the experience in question.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩