Books-A-Million Complaint - Customer Harassment Uncalled For
ROCK HILL, SOUTH CAROLINA -- Today, November 23, 2011, my daughters (ages 11 and 19) and son (age 16) went Christmas shopping at Books-A-Million on John Ross Parkway in Rock Hill. We spend a lot of money in this store and planned on spending $200 today. However, my daughters were looking at the KidRobot figures in the front of the store. Some of the figures were already opened and ignored by my girls since they are collectors and appreciate their figures in pristine condition (boxes sealed). A cashier came over and asked if they needed any help. My oldest asked for a price and the girl left with the opened figures. A few moments later, the Manager, Lucas, came and asked my daughter in a very accusatory manner, "Did you open these boxes?" At first, my daughter thought he was kidding. She did reply, "No, Sir, these (the figures) were opened when we got here." He repeated, "I am going to ask again, did you open these?" My daughter replied, "No. I did not. I collect these and would not open these." My 11 year old was getting hysterical because she was afraid of this man and his intimidation. The third time he asked, "So, you did not open these?" She replied again,
"No sir." He went on to say, then you can pay for these or leave the store. By then, I had had enough. I interrupted with, "Excuse me? This is ridiculous! They did not open them and I am not paying for them." He said I was making a scene and he was going to call the police. I said he was causing the scene and I left the store totally disgusted and vowed never to return.
This is not the way to handle a situation like this. He declared he trusted his employees over his customers. What makes this unbelievable is that the cashier who allegedly "saw" them open the containers was behind the counter and not within eye shot of the shelves containing the figures.
There is no doubt in my mind why certain stores close and go bankrupt. Managers are not trained how to handle customers, thus discouraging customers from returning to stores to shop. Lucas has no right being a manager or being in any supervisory role without being properly educated in the craft of customer service.
Shame on Books-A-Million for hiring such an idiot who was more concerned about $10 worth of merchandise instead of watching the big ticket items that may be leaving the store under his nose.
Hope there is enough money in unemployment for store managers who classify in Lucas's category.