Sears Follow Up

So this morning, I woke up and filled out the little survey that was attached to my Sears receipt. I thought "gee, that was FUN! Now I'll call the manager!" I called the first time and the poor guy transferring the line accidentally hung up on me. (Hey, I've done that too!) So I called back and he put me right through to Steven. (Censoring last name due to privacy, etc.)

Steven is the floor manager for the department that we were shopping in. I get to the part where I tell him how she tells us we have to answer a few questions in order to check out and go home, and he was FLOORED. "WHAT? You've GOT to be kidding me? That would have pissed ME off too!"

I told him, "I"m not kidding you, and I'm not done yet either unfortunately."

By the time I was done, that man was very apologetic, and telling me how this is a HUGE no-no. He asked me what time we were there, and then was even more upset because anytime there is a customer that is even close to unhappy, they're supposed to call him immediately.

I only called for one thing: for this sales associate to be re-educated in proper sales tactics. Steve however, bent over backwards, and is offering us a complete refund of our entire purchase. $187. Holy cramoli! I didn't ask for a refund, wasn't calling for a refund. I was merely expressing that this person almost lost them the sale entirely. He's gone above, and beyond on this one. I am amazed.

Whether or not we'll actually go to the store to get the refund, I don't know. It is a two hour drive up there and another two hours back. At the same time, it's also money I can use for Honey's car repair. On the flip side of that, it sure would be nice to be able to get me some new jeans or something too.

Now, I realize one economically fatal thing however. With a refund like that, a certain associate will likely either be paying for it herself, or losing her job. I hate to think I just cost somebody their way of supporting their family. At the same time though, with my work, if anyone was pulling this type of thing on my team, they'd be gone and fast. Hopefully, for this girl, it will just be some re-education. And hopefully, it'll stick this time!