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Hobby Lobby and Visually Impaired Friend
Complaint
Review by lazyunicorn on 2013-01-06
Rating: 
FORT WAYNE, INDIANA -- I have a dear friend who is visually impaired. Considered legally blind she uses the red tipped cane and travels by public transportation. She visited the Hobby Lobby in Fort Wayne and purchased several items as is her usual habit there. She's a frequent customer. After paying for her items she realized she had some time to spare before the bus arrived so asked if she could leave her items with the check out so she could run to the lady's room before the long bus ride home.
Upon arriving back to check out her bagged items were missing. No one knew where the items were. SHe spoke with the manager and he asked her if she already to them to her car. Basically called her a liar and a rip off artist who was trying to get more items. The check out vouched for her said that she shops here often. Manager told her he couldn't replace the missing items until he checked with Corporate, nor could he refund her money, and she should call him back in a couple of days.
My friend (on limited income, disabled and made a long bus ride to shop here...you can imagine she was upset) walked out of the store and towards the bus stop. She turned to look at traffic and noticed the manager had followed her out to see if she really rode a bus. After a couple of days she called the manager back. OH yes he said....another customer walked off with your things in her bag and she returned them. You can make another trip back to get your items. Not even an "I'm so sorry for our inconvenience". Seriously? She should have called corporate to complain...but she didn't as she didn't want to create more problems for herself when she returned to shop.
The manager need some further training IMHO.
Upon arriving back to check out her bagged items were missing. No one knew where the items were. SHe spoke with the manager and he asked her if she already to them to her car. Basically called her a liar and a rip off artist who was trying to get more items. The check out vouched for her said that she shops here often. Manager told her he couldn't replace the missing items until he checked with Corporate, nor could he refund her money, and she should call him back in a couple of days.
My friend (on limited income, disabled and made a long bus ride to shop here...you can imagine she was upset) walked out of the store and towards the bus stop. She turned to look at traffic and noticed the manager had followed her out to see if she really rode a bus. After a couple of days she called the manager back. OH yes he said....another customer walked off with your things in her bag and she returned them. You can make another trip back to get your items. Not even an "I'm so sorry for our inconvenience". Seriously? She should have called corporate to complain...but she didn't as she didn't want to create more problems for herself when she returned to shop.
The manager need some further training IMHO.
Comments:
Posted by shayen on 2013-01-07:
That is really awful customer service and I am sorry your friend had to go through that. I think the manager should have offered to ship the items free of charge to your friend, along with a giftcard and an apology.
Posted by Soaring Consumer on 2013-01-07:
This treatment is a blatant violation of the Americans with Disabilities Act. Here is information about filing a complaint:
http://www.ada.gov/fact_on_complaint.htm
http://www.ada.gov/fact_on_complaint.htm
Posted by Obsfucation on 2013-01-07:
While I agree that the CS is lacking, how is this a violation of ADA? I don't see any type of discrimination here, just poor customer management skills.
Posted by madconsumer on 2013-01-07:
i agree with the above comment by Obsfucation, how is this a violation to the ada compliance?
Posted by At Your Service on 2013-01-08:
Hope that I'm not the only one who came up with this question, but with being legally blind and walking towards the bus stop, how could she have seen the manager following her?
With that said, I can't imagine how this has anything to do with ADA. As much as I would feel with anyone with visual impairment, there's no way that I could see this as being any form of violation, let alone 'blatant'.
Frankly, I'm not sure that I agree that there was any form of impropriety on the manager's part. It's unfortunate, but someone else walked away with the merchandise. Thankfully it was returned and now your friend can return to retrieve it.
With that said, I can't imagine how this has anything to do with ADA. As much as I would feel with anyone with visual impairment, there's no way that I could see this as being any form of violation, let alone 'blatant'.
Frankly, I'm not sure that I agree that there was any form of impropriety on the manager's part. It's unfortunate, but someone else walked away with the merchandise. Thankfully it was returned and now your friend can return to retrieve it.
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