Complaints.com

From: Message Author
Date: Friday, 15-Dec-06 15:27:34 CST

Business Info

Customer service - Burlington Coat Factory Store #46 in Wichita, Kansas. Here is the problem/complaint I sent in to Burlington's customer service department via their web-site, and the response I got back from them. The incident happened on Friday, December 8, 2006 at approximately 5:30PM. I did not like the response I got, so I wrote a letter to Burlington's CEO and am attaching a copy of this so he can see what kind of customer service his employee gave. I am also sending a copy of this to the Better Business Bureau.

 

Burlington response to complaint 262706:

We are sorry to hear about your experience. The store should have explained it to you like the card support person did as it was happening.

We don't see how you could feel humiliated since it was not personal against you, and many other customers were going through the same thing at that time as well.

What happened was a simple system failure, every company has them, Wal-Mart included. Any chain would have the same problem if their card system failed.

When the rep offered the 10%, I guess she didn't think you wanted it because if she had, she would have written it down on a business card for your next trip to the store. Store employees generally do not just throw discounts around as we are already an outlet store and have cut prices to start with.

We are sorry that you had to go through the experience like this at our store.

Sincerely,

Customer Relations

------------------------------ Original Message --------------------------

My complaint: It was assigned # 262706

Web From: Problem in Store

First Name: Parlene Last Name: Warren

Email: Email User Telephone: 3165233600

Description of Problem: Complaint about customer service

Notes: I went out to the Burlingtons East in Wichita, Kansas to get my layaway out (comforter set) and was planning to use the gift card my sister bought me as an early Christmas gift. They said I couldn't use it because their card center was down and there was no way for the card to be verified. I had the gift card receipt and gave it to them showing it was purchased. They still wouldn't do anything. It really angered me. They kinda acted like maybe I stole the card cause the one lady said the numbers on the gift card didn't match the numbers on the receipt. They wanted an 'alternate' form of payment. I told them I wasn't giving them another $50 when the receipt showed there was $50 already paid for. The store mgr really angered me. Told me there was absolutely nothing they could do. I know that a store manager can do anything they want and can use their discretion. I said, "is this the way you treat customers" She acted like it was no big deal that! I had been I!

inconvenienced and was so nonchalant and I sensed they thought that I had a bogus card and was just trying to cheat them out of $50. They said they had no idea how long the card center would be down and there was nothing they could do. I asked if they didn't have a plan B so that customers aren't inconvenienced. I asked who did she report to, and they said I'd have to come back and maybe the gift card center's computers would be up and they could verify the card was good. I asked if they were going to pay for my gas to come back to the store the next day. I kept asking what is the point of having a receipt if you still won't honor it? I got so mad that I started talking loud. I told them I'd had gift cards from all over town and this was the FIRST time this had happened. I told them I had thought about buying some gift cards for presents, but I sure wouldn't now. The security guard came over to see what was going on. I had a mind to ask for my money back! ck that I'd!

already paid on the layaway, but that was the last! comforter set of that kind and I really wanted it. They told me to give an alternate form of payment and I could use the card on another purchase. I told them, why would I want to do that and then come in tomorrow and be told the card is not good or the computers were down again. Anyway, I left without my purchase. I got a # from the store manager (Sherrie) to call customer service, got home, looked at the number and it wasn't even a toll free number. I had to use my calling card to call and then nobody answered the phone. She probably knew they weren't there that late when she gave it to me. I called my sister in Atlanta and she got upset. She bought the gift card when she was here for Thanksgiving cause I showed her the comforter set I had in layaway. I called the card center first thing Saturday and they did say their computers were down and if they are down there's no way to verify that a card is valid and it can't be used. I told her they need to have a Plan B because ! it inco! nveniences the customer, not to mention the humiliation I felt at the way they treated me. I was dressed in jeans and a sweatshirt, and I couldn't help but wonder if I would have been treated that way if I'd been all dolled up I gave the lady at the card center the number from the card and she verified that it was good and had $50 on it. She also told me that the store should have asked for an alternate form of payment and then Burlington's would reimburse me in 7-10 days for the card. No one at the store mentioned that either. My sister called the store mgr Saturday morning and the mgr told her that they were trying to explain to me that when the card center's computers are down, there's nothing they can do. But she told her that I wouldn't listen. I wouldn't listen because initially they said the numbers on the card didn't' match the numbers on the receipt, thereby causing suspicion. My sister told her that I felt like they thought I stole the card, and of course! se they!

ey told her, no, no, we didn't think that. That is NOT ! the way the

y acted at all. My sister even asked them if they could give me a discount because of what I'd gone through and she told her not on the layaway cause it was already rung up. She told her all they could do is give me a 10% discount on another purchase. I went back Saturday to pick up my layaway and all I wanted to do is get it out and leave. The one cashier remembered me and came over and said "I want to apologize for last night". No one offered 10% off or anything. I'm going to send this to the local consumer reporter at the TV station and newspaper so they can alert people that if Burlingtons card centers are down, they can't use a gift card there. And I'm going to tell everybody I know to be careful about buying a Burlington gift card in the future as they may unwittingly be giving the recipient the gift of humiliation. Customer service has indeed died at Burlingtons Coat Factory. Burlingtons humiliated my mother years ago at their store when the cashier neglected ! to take the security tags off and she was stopped on her way out of the store and taken into the back. After they realized the cashier made a mistake, they didn't even apologize. She has never shopped ! there since. That was probably 20 years ago and I see nothing has changed. Maybe Burlingtons should send their employees to WAlmart's School of Customer Service.