My Child Not Being Able to Use the Bathroom at FYE
RIVER EDGE, NEW JERSEY -- This email was sent to John Sullivan, CFO of FYE:
As EVP, Treasurer and CFO of a major corporation I am sure you would like to know that the employees of your various entities are treating your customers with the highest level of customer service possible. I am writing to you about my experience at your FYE Store # 572 located at 91 Route 4 East in River Edge, NJ. Just so that you know this is not some imagined experience, the timestamp on the receipt is 4:29PM ET, transaction # 66439, store # 00572, register 001
At 4:15PM or so my wife and I along with our 8 year old and 8 month old boys walked into your store to buy 2 music DVDs to give as a birthday gift to a family member. As does happen from time to time, our oldest needed to use the bathroom. My wife turned kindly to one of your customer service representatives who worked on the floor of your store and asked "is there a rest room he can use?" The woman replied "No, we do not have a bathroom." I was out of earshot from this conversation and my wife told me what had happened. Obviously being a public store I found this rather difficult to believe, so I went up to the same individual and this is pretty much the conversation I had with her:
Me: "Hi, I was wondering if my son could use the bathroom, he really needs to go"
Her: "No, we have no bathroom here."
Me: "Wait a minute, you mean to tell me there is no bathroom in this ENTIRE store?"
Her: "That's right, no bathroom here --- you can go use the one next door at Ethan Allan Furniture."
Me: "OK, that is fine -- but I have one question: if you need to go to the bathroom during the day what do you do?"
Her: "We all live nearby so we just go home" (BTW, I am not kidding about this -- she actually said this)
Me: "Ummm, you really expect me to believe that?"
Her: "It is not my job to care about what you believe or not -- there is no bathroom for you to use"
OK, fine. Obviously I am pissed off at having a conversation with someone who seems to think I have the intelligence of a twig, so I go up to the front register to buy my DVD's. The guy rings me up and next to him is the store manager. So, I ask her the same thing (and keep in mind the woman I had the conversation previously with was about 10 feet away):
Me: "Look, you cannot tell me there is no bathroom in this store"
Manager: "Yes, there is a bathroom in the back but it is next to our inventory so as a policy we do not let anyone back there because of the possibility of theft"
Me: "Oh, so in other words your employee flat out just lied to me"
Before another word is spoken, she manages to come toward the desk and interrupts with:
Her: "Look, this is what we are told to tell people"
Me: "So, you are comfortable with just lying to people? All you needed to tell me was the truth and we would have been fine with it"
Her: "Like I said, there is no bathroom for you to use"
Me: "No, what you said was there was no bathroom in the entire store. Why would you lie to me about something so trivial?"
Her: "I don't have time to argue with you"
Back to the store manager at the front desk
Manager: "We do not like to tell people about the bathroom being in back"
Manager: "I really don't know - but I apologize for misleading you"
Me: "Look, I have no problem with not having a bathroom being available -- I just have a problem with your employee's BS attitude -- and why are you apologizing since it was her (pointing to the woman) who cannot seem to tell me the truth about something as simple as whether there is a bathroom in the store"
It is then that the cashier now chimes in -- "You know, we do not have to sell these items to you since you are cursing", to which I replied "Really, and what WILL I ever do with myself if I do not buy these items?"
Now, I 100% admit to saying the above statement -- and I also admit to telling the first woman that lying in front of my children is a wonderful power of example for her to display and that if it were a measuring stick for parenting capabilites that she would be a lock for Mother of the Year -- I guess my frustration was just at a point where I had to say something.
My whole point of contacting you is this --- I do not like to be lied to, and I certainly do not like that when my child needs to use the bathroom that he is told he cannot and that we need to go to another store next door to use it. With all of the security and theft prevention in today's society, what exactly did she think we would do back there? I was in shorts and a polo shirt -- it is not like I could stuff DVD's in my pants and walk out without being noticed!
I run a division of a mortgage company, and I am appalled at the level of service I received at your company. And just to let you know -- aside from never having any reason to go into your store again I wanted to make you aware of the fact that I give out gift certificates each year to clients, employees, etc for various things as a thank you and/or token of appreciation. Usually this is about 100-150 people at an average of $100 each. I am sure if you do the math you can figure out that this equates to $10,000-$15,000 that will 100% not even come close to being within 20 miles of your store.........ever.
I am being kind when I say your employee service levels have a lot of room for improvement.