ComplaintsforFt Bliss Main Exchange (AAFES)

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 23rd, while browsing at the H33**35343831363632**H PX in Fort H**3238**3737353432H, **********, I came across a cologne I fancied. However, upon noticing it was priced $50 higher than at another store, I inquired with *******, an associate at customer service, about a potential price match. Unfortunately, ******* informed me that they do not offer price matching on cologne. Curious about this policy, I researched it but found nothing excluding cologne from price matching. Undeterred, the next day, I returned to the H33**35343831363632**H PX and approached customer service once more, this time with a different associate. To my relief, four other associates were eager to assist and found no restrictions on price matching cologne, ultimately allowing me to purchase the item at a matched price. However, upon trying to purchase the same item at Macy&#**;s the following day, I was unable to pull the original discounted price of $126.23. Fortunately, ********* had it slightly cheaper at $148.50, and they agreed to price match. On April 25th, I bought three Under Armour shirts from H33**35343831363632**H priced at $20 each, totaling $60. Later, I discovered that the same shirts were available at the Under Armour store next door for half the price. Returning to customer service, I encountered ******* again and inquired about a price match for the shirts. Once more, ******* stated that they don&#**;t offer price matching. Reminding her of my previous successful price match for cologne, she dismissed it, attributing the decision to others. Uncertain whether ********#**;s actions stemmed from laziness, prejudice, or indifference towards assisting a disabled veteran, I strongly believe her conduct is unsuitable for a customer service role. Her reluctance to facilitate price matches cost me a significant amount$44.77which could have been allocated elsewhere, especially considering my status as a disabled veteran. I am hopeful that H33**35343831363632**H can reimburse me or provide store credit for the difference and provide clarification regarding ********#**;s actions. If she is unwilling to assist customers, I suggest either training her or reassigning her to a different department. Thank you for your attention to this matter. Calculations: Price difference between Nordstrom and Macy&#**;s for cologne: $148.50 - $126.23 = $22.27 Price difference between H33**35343831363632**H and Under Armour store for shirts: $60 - $37.50 = $22.50 Total potential savings: $22.27 + $22.50 = $44.77

  Business response

  05/21/2024

  ******************, 

  Per our e-mails dated 17 May, 2024, I would like to apologize again for the poor customer service you received while shopping in the Ft. Bliss PX. I have agreed to and have mailed you a $50 Exchange gift card to your address ***************************************** on 20 May, 2024 via certified mail. 

  Per my follow-up message, the gift card does not depreciate and can be used when you get back from deployment. 

  We will continue to focus on providing and exceptional customer experience and do refresher training with our associates. 

  Thank you.

  *******************************

  Operations Manager

  Ft. Bliss Main Store

  Customer response

  05/29/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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