FYE Complaint - FYE In Boynton Beach, FL Mall Extremely Rude Manager
BOYNTON BEACH, FLORIDA -- Ok, I have never written a customer complaint on any store in my whole life. I was just so appalled today by the manager in an FYE store in Boynton Beach Mall in Florida. Here is my experience....
I have about 30-40 DVD's I do not watch, nor want. I was walking through the mall about a week ago and heard an FYE employee tell a customer they buy back your old DVD's for cash!! I thought this sounded like a great idea, so I went home, packed up all my old DVD's and planned on going back to the mall the following weekend to return them for cash!! You know how a little cash here and there can help in times like this....
Today, Sunday, March 1, 2009, I loaded the DVD's in my car and started driving towards the mall. I figured I'd better give the store a call to make sure they still were buying back used DVD's. I didn't want to get all the way there and be turned around.
A manager picked up the phone and when I asked him, his response was exactly "YES, we sure do!" re: buying back DVD's. I said, "Great, I'll be there in about 10 mins. I get to the store 10 minutes later lugging a duffel bag of DVD's. I approach the front counter where a male employee asks if he can help me. I said, "Hi, I have some DVD's I'm hoping you can look through so you can buy them back." His response...."No, we just bought back a few video games and we have no more money left".
I said, well sir, I JUST called here 10 minutes ago to MAKE SURE, before hand, that you would buy back my DVD's. I drove all the way here, and lugged this huge bag of DVD's through the mall because someone told me on the phone that they did buy them back." So he goes to get the manager (the one who answered my phone call). The manager says, "NOPE, just bought some video games and ran out of money. You asked me on the phone if we bought back DVD's, which I replied, We sure do!!, but you never asked on the phone if we had cash to buy them back!!!!"
I was absolutely STUNNED at this managers reply. The manager of a retail store is supposed to EXCEL at customer service and make the customer feel comfortable and take care of their needs to the best of their abilities.
I think this man was very smart with his remarks, also very sarcastic. I finally spoke up, "Sir, I'm sorry I don't know your exact FYE policy, I just called you and you told me you would buy them back...i didn't know I then had to ask if you would for cash." So the man said, come over here and ill give you store credit. I did not want store credit so I politely asked the manager when I should come back, later on in the afternoon? or later on in the week? All I wanted to know is when they would have cash buy backs.
The manager replied. "I don't know. Come back when we have cash." I thought that was so incredibly rude to say to someone instead of apologizing and telling me a better time to come back. I knew that I was going to have to come back, I was not too upset about that fact. I was so upset because the manager, instead of apologizing and telling me a better time to come back, was rude and sarcastic to a customer who never sold back their DVD's before and didn't know the policy.
That man had a very feminine voice and was probably lived a very miserable life. I will never shop at that FYE again. I will tell my family, friends, and employees to make sure they never use the FYE in Boynton Beach Mall
Tomorrow, I am going to the FYE at the Boca Raton mall. I am anxious to see how the employees and manager treat me there. Hopefully, I have a much better experience.