ComplaintsforShoe Dept Encore

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11-10-22 at around 1:20 pm I was at the counter of Shoe Depot having had 1 yellow pocketbook and a pair of Black shoes rung up for purchase. While the clerk was completing the transaction I asked her to explain to me how did their rewards program worked after I was asked to give my phone number to verify whether I am a member or not and I was. She did not respond to the question so asked the question the 2nd time with no response and then I said to the clerk that she should ask her manager if she didn't know the answer. A woman responded, "what is the problem, " I responded there is no problem I just wanted my questioned answered about how the rewards program worked and then the clerk who had already finished ringing up my purchase said to other person she didn't know the answer to my question. The person who asked what was problem when asked said she was the manager. I asked her name, I think she said ****** but when I asked her to spell her name for me, she responded that I could spell her name anyway I wanted to. ****** did explain the rewards program to me that I earn 1.00 for every $20 spent. The manager went on to say to me in front of several employees and customers that she thought how I spoke to the clerk was a problem. I didn't, curse at or yell at the clerk who waited on me but suggested she consult her manager if she didn't know the answer to my question. The manager then instructed the clerk not to take payment for the items already rung up. And I then left the store. The manager was extremely discourteous to me and in my opinion set a poor example for other employees to follow. I would like to know what company policy did the manager follow that would condone her refusing to allow me to pay for my purchase after it was rung up? What did she hear me say that was rude, threatening or included profanity? Am I not allowed to ask a question about their rewards program. I would like an apology from that manager. And the charge returned to debit card.

  Business response

  11/30/2022

  A business has the right to refuse service when a customer is being disrespectful to the employees. You state in your complaint that "the manager instructed the clerk not to take payment for the items" and "her refusing to allow me to pay for my purchase." So, there is nothing to refund.

  Customer response

  12/06/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I reject it because they failed to answer my questions of what did I say or do that was considered disrespectful and did not tell me what store policy I violated. And the response to my complaint, did not take any responsibility for the truly discourteous manner in which I was treated as a customer.  In fact, the tone of the person who replied to my complaint suggests to me that disrespect of customers is condoned and is part of the company's culture. As far as the refund, I wasn't sure whether the transaction had been cancelled or not since I had already put my bankcard in the cardholder after the merchandise had been rung up.  I refuse to do business with any of your stores anywhere if this is how you treat customers.  Regards, ******* *****

*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. ↩