ComplaintsforGabes

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gabe’s committed to a reward program that depending on spending you get $5 off $25 or more. Gabe’s internally would keep coupons on their system so you can give them your phone number and have them look your account up. They also will stack coupons for people like me that spent a lot of money and have a lot of coupons. Last week I went in to Gabe’s to do shopping and they told me their system was down and apologized. I had a lot of stuff and there was a massive line. I complained and the manager said there is nothing they can do. I bought my stuff without using the coupons Gabe’s was supposed to honor because of their system fault. Today I went in to use my coupons and buy Christmas items only to be told by the employee “we no longer can help with that” I was mad and asked why and she said “the company changed it and many people are mad”. I said the only reason I came here was to use my coupons. This is now about $30 worth of coupons they should have used. I am requesting store credit for the money I should have had off my purchases in store credit and I want Gabe’s to notify customers by signage on doors and by email of this change as there has to be dozens of people mad, but I might be the only one pursuing Gabe’s to make it right. All of my purchases are under my phone number and do not feel I should have to upload reciepts as the business has record of my purchases and coupons. All their computers have to be networked into a Gabe’s server.

  Business response

  11/20/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer
  Concern with an assigned ID of ******** (the “Complaint”).
  

  The complaint is in reference to a customer service issue. A member of our customer service team
  tried to reach the customer by telephone and email on 11/13 but was unsuccessful. A member of our
  customer service team will try to reach out to them again today. If we are able to reach the customer,
  we will work on obtaining a resolution.
  

  With that being said, we consider this matter to be closed. Should you have any questions, please do
  not hesitate to contact me.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited the Gabes Store in West Virginia sometime last month and encountered a very rude manager that took neither my concern or my complaint seriously. I had attempted to point out to her that an item might have been mis priced. There was a light jacket listed at $19.99 at Gabes and under the price it was at 19.96 at Walmart with a comparable value listed at $40.00. Given the presence of the walmart tag this was obviously fasle. When I showed it to her and asked if this was the real price as there was none others overthere and it was a mistake, she removed the perforated tag part with the walmart price and still charged me gabes price. Gabes is an outlet store that gets closeouts and other items and marks them down which is why folks shop there. She was rude and unhelpful and I would like to speak to someone about this because I do not appreciate being treated that way nor do I think I should have been charged that amount of money for that jacket.

  Business response

  11/08/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer
  Concern with an assigned ID of ******** (the “Complaint”).
  The complaint is in reference to a customer service issue. A member of our customer service team
  spoke to the customer on 11/2/2023 and was able to reach a resolution.
  With that being said, we consider this matter to be closed. Should you have any questions, please do
  not hesitate to contact me.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was making a return with a receipt, and the sales clerk and manager refused to listen and process my refund. I was spoken to unprofessionally, called names, and accused of being rude when I asked for a manager. I asked another manager to process my refund since the sales clerk was being belligerent and asinine. She refused to assist, and I asked for the corporate number. I was given a false number and still did not get my refund. I believe that I was spoken to and demeaned in this manner by the white male sales clerk and white female manager because I am a black educated female who knows her rights, I demanded an apology, and the sales clerk told me that it would never happen. Another customer, whom I did not know who was present during this exchange, stated that the sales clerk and manager owed me an apology. The manager expressed that the sales clerk did not do anything wrong. At this point, I just left so that I did not remain in a hostile environment with white people, I did not know what they would do next.

  Business response

  10/09/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”).  
  The complaint is in reference to an experience a customer had regarding a refund.  Our HR team spoke to the customer on 10/5/2023 and was able to reach a resolution.  
  With that being said, we consider this matter to be closed. Should you have any questions, please do not hesitate to contact me. 
  

  
  

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vacuum used it once and it broke went to return for an exchange they had one to exchange and said I could not with a receipt that was not a week old

  Business response

  09/12/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”). The complaint is in reference to an exchange request for a vacuum that the customer purchased. Our customer service team reached out to the customer on 9/11/23 and was able to reach a resolution. With that being said, we consider this matter to be closed.

  Should you have any questions, please do not hesitate to contact me.

  Sincerely, ***** *****

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a suitcase on 7/27/23 Exchanged for a different suitcase same day. Ended up not liking that suitcase due to defect. Refused refund and they tried to force me to take a gift card. Original purchase was with a debit card. I just want my money back.

  Business response

  08/14/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer
  Concern with an assigned ID of ******** (the “Complaint”).
  The complaint is in reference to a refund for a suitcase that the customer purchased. Our customer
  service team reached out to the customer on 8/2/23 via the email address provided in the complaint.
  We have yet to hear back from the customer to obtain further information for the return. No other
  correct means of communication were listed on the complaint, as the telephone number listed was
  missing a digit.
  With that being said, we consider this matter to be closed. Should you have any questions, please do
  not hesitate to contact me.

  Customer response

  08/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Danielle *******

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First documented I was in the fitting room with two attendants working talking that allowed a man to come in with empty hands and I looked up to their broken door and room they had me to find a man watching and recording me which I then turned and recorded him red handed violating my rights body privacy and humiliating me as I’m 8 months pregnant The attendants did remove him but also then hours early shut down the dressing room wouldn’t allow me to finish or continue Then a sneaky employee was stalking me to see if I was going to file or call police when she was snooping and literally changed her uniform and her walkie went off startling her and I both and caused me to fall into a rack pregnant and not expecting it to admit to me she was just ensuring I was ok and wasn’t just stalking me At check out I was refused three items they had marked down three or four times and told without even going to check they were tagged wrong and gave me a crazy price not even the original tag price ( register employee 7) store **** and I have transaction I’d I was recording audio of it all in my pocket I have saved I am sick and just disgusted in the staff refusing to get me a manager or honor even the original tag price before the three or two already clearances marked down items In 2022 I was promised a full credit or refund I never received when they openly admitted to selling me a knock off fake Michael **** black leather ****** back pack I took that one and another I had purchased from same location previous to be cleaned and was told it was fake it wasn’t worth a dime and no ******* **** ever made sold or even used such poor material and brought the cleaner company recipets proof of false and fake foraged designer bag my reciept and was promised it would be made right told to keep the bag and wait for my credit or refund from cooperate Never happened They never give me my points as I keep every paper receipt in a file folder due to the lying and being owed for this

  Business response

  07/10/2023

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”).

  The complaint is in reference to several allegations that customer, ***** *******, made. While we take these allegations very seriously, we could not find any evidence to support the customer’s claims.  Although we did not find evidence to substantiate the customer’s claims, we will be reaching out to the customer directly in an effort to maintain a good customer experience.

  With that being said, we consider this matter to be closed. Should you have any questions, please do not hesitate to contact me.
  
  Sincerely,

  ***** *****

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into this location to make a return and a purchase. The young lady at the counter started to process the return and told me it would be separate transactions. I explained the last time I came in the gentleman returned all the merchandise and allowed me to make my new purchase. She instead just continued and gave me a partial refund in cash and a partial refund in credit (when I used a card on all purchases). There was another older lady who seemed to be a manager or lead as she was coaching the other lady as to how to complete the transaction, but she was not very helpful at all. When I asked why the purchase had to be completed that way and she was rude and told me it doesn't always happen that way and different cards work different ways? Yeah ok. I left there unhappy with the total experience. That manager or lead needs some more training in customer relations obviously. And the cashier should be taught how to properly handle returns and exchanges.

  Business response

  06/01/2023

  We have reached out to the customer by phone (X2) and also sent an email on 06/01/2023. Once we hear back from the customer, we will gather all needed information and try to reach a resolution for the experience received. 

  Below is the email sent on 06/01/2023:

  Good Morning Kellie,
  
  We recently tried to reach you by phone regarding a return at our Elyria, OH location. We would like to look into this matter further but need additional information. Please call us back at your earliest convenience (1-800-458-6546) or reply back to this email with a good date/time that we can contact you.  We appreciate you as a Gabe’s customer and hope to hear from you soon. 
  
  
  Luther *******
  Customer Experience & Support
  ************* ** ***** ******
  Morgantown, WV, 26508 
  

   

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Visited the store on 31MAR2023. An announcement on the store speaker was made advertising an offered military discount. When I inquired while I was at the counter the cashier notified me the discount was only offered on Tuesdays. I responded, "Okay. I will pay for my purchase and then speak to the manager once I am done because I felt the recording was misleading and unfair" The recording offered a discount and did not indicate a specific day leading a person to believe the discount was offered daily. As I was waiting to pay a employee Janette that was already clocked out was behind me with a basket of items she was ready to purchase after me overheard the conversation. She then responded, "The military discount is offered on Tuesdays only. Always has been". I responded that I understood what the cashier had already said but that I just wanted to speak to the manager to voice my frustration. She then went on to say, "The sign is at the front door. The discount is on Tuesdays only". I paid for my purchase and told her again. "I understand. Now both you and the cashier have told me this. I have kindly told the cashier that I will pay for my purchase and wait over on the side until the manager arrived so I would not hold up the line. Why do you insist on arguing with me and why are you part of this conversation when you are apparently clocked out and not part of this conversation? The cashier and I were having a nice conversation and there didn't seem to be a problem until you joined the conversation". She then told me to go back outside again to look at the sign and insistently repeated the discount was only on Tuesdays. She was rude and I told her to mind her own business and I would again wait for the manager which was on her way up. At this point the cashier was saying, okay okay. I asked Janette to exclude herself from the conversation that she should of have been no part of. I left a message for the district manager Anthony and he has not returned my phone call. I spoke to Kasndora the manager and she reiterated your policy for only Tuesdays I I told her I didn't believe it was fair. the recording is misleading and she should have honored the military discount. She did not offer to, and she did not say anything to Janette for insistently debating with me as if I had not right to verbalize my frustration to the manager. Lastly, I believe a couple of years ago I spoke to the district manager on another complaint during the Covid time period and it involved Janette being rude again. I would like a refund or store credit for the discount because their recording offered it and is misleading and if they are only going to offer the discount on Tuesdays then they should change the recording to reflect that. For example, Kohls has a recording that specifically tells you the day of the week they offer the discount. Store Location: 3501 Plank Road, Spotsylvania Crossing Shopping Center, Fredericksburg, VA

  Business response

  04/25/2023

  I’m reaching out in response to BBB complaint # ********. We understand the complaint and will reach out to the customer using the phone number provided as well as the District Manager of the location for follow-up.
  
  We will ensure a resolution is reached.
  
  
  Thank you,
  
  Crissi ******
  
  Mgr. Communications & Customer Service

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or around 7/5/22 I went into Gabriel's to pay off a layaway I had opened on or around 5/8/22. The payoff was more than I thought it was going to be so I made a partial payment. The manager took the payment and I said I would be paying it off in the next week or so. I was unable to make it in the following week but I did make it on the 20th to pay the balance and I was told the layaway was due on the 8th and had been canceled on the 11th. I asked where the money that I had paid into it was and they replied "Good question, I don't know" and I was given a number to call. I called the number and was told that I would be refunded the payments minus $20 for service fee and cancellation fee. My problem with this is that the manager took the payment and accepted my comment about paying it off in the near future and did not mention that it was actually due out in just a couple days and may be cancelled. Most stores I have ever had a layaway in will not cancel a layaway as long as payments are being made as long as it isn't ridiculously after the due date....especially not 3 days. I even asked if they could resume the layaway and sell me the merchandise if I was to pay off the balance right then to which I received a reply of "I will talk to my supervisor and call you back" but never received the return call. I waited until the following 7/23 and called back to ask the status of the refund as I figured it was too late to do the resumed layaway anyway. I was told the check was sent out "yesterday" 7/22. I did not receive a check that week so I called on 7/26 and learned that the check was not even created by then let alone sent on the 22nd and that it would be sent on Monday Aug. 1. I called today to inquire about the status and was told "It will be sent out soon" They cancelled this layaway shortly after I made a partial payment instead of informing me that it was due therefore I believe I shouldn't be obligated to fees since I let them know my intention to pay it off.

  Business response

  08/30/2022

  Gabriel Brothers Inc. (“Gabe’s”) is in receipt of The Better Business Bureau’s (“BBB”) Customer Concern with an assigned ID of ******** (the “Complaint”). 

  The complaint is in reference to a layaway that customer, ****** *******, had started on or around 5/8/2022, but had been cancelled due to non-payment. The complaint alleges that the customer had not received a refund of their payment money yet. 

  It appears that the customer reached out to our customer service department on July 20,2022 regarding the cancellation of his layaway. Please note that a refund check was mailed to *** ******* on August 5, 2022. 

  With that being said, we consider this matter to be closed. Should you have any questions, please let us know.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a layaway with their location in ************ *** I was out of town dealing with a family emergency and was unable to collect the layaway and it was cancelled. Their policy states instead of a refund store credit would be given, great no problem. Went to the store and was told we don't do that it has to come from corporate. 2 months later and after several phone calls I am still waiting on my refund due and I am no longer seeking store credit I want the money I paid in refunded immediately as after the way I have been treated by their employees at the store level and with their customer service line I will no longer be stepping foot into one of their stores. Also, their policy needs to be redefined what they state and what they do our 2 totally different things, they know what they are doing they are figuring people will just let it go and not fight for the money that has been taken from them. I don't care if it's $5.00 I want it back.

  Business response

  11/01/2021

  Good Afternoon!

   

  We have thoroughly reviewed the complaint. We do not show any record of this customer reaching out to us collect her layaway refund but we will follow-up with her and ensure that the refund she is owed is issued. Our layaway policy is posted within our stores and on our website at gabesstores.com/layaway.
  
  

  Thank you so much!
  ****** ******

  Mgr. Communications & Customer Service

  304-617-3102

*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. ↩