Bed Bath & Beyond, Plymouth Meeting, PA - attempted refund for cash, got store credit

# 2 for February 18, 2002

Complaints.com received the following e-message on February 17, 2002:

From: Bill-Verizon [Email User]

Bed Bath & Beyond, Plymouth Meeting, PA - attempted refund for cash, got store credit

I sent the following E-Mail to Bed Bath and Beyond on February 6th, 2002. Much to my surprise a District Trainer called me several times over the next few days to reach me to resolve the issue.

After speaking to the Trainer, I was told to go back to the store (She would call them to ensure no more problems) and speak with one of the General Managers to get my refund.

In addition she confirmed my address and is sending me a FREE $50.00 gift card to try and get me to buy there again. NOW THAT IS CUSTOMER SERVICE... But it is Too late.. I received a store credit from my mother around Christmas time last year. I used the store credit on January 20, 2002 at the Bed Bath & Beyond store in Plymouth Meeting, PA. This evening I went to return 2 of the items my wife and I purchased on Jan 20.

I HAD THE SALES RECEIPT from January. I was only given Store credit for $27.54. When I asked why not CASH, I was told that because the items were purchased with Store credit that store credit had to be the refund. I was also told that if I made a purchase I would receive the balance in cash. I left the store.

I then want back about 5 minutes later (After thinking about the entire LACK OF CUSTOMER SERVICE). (Isn't the customer right) I went to purchase 2 items and was told by Kristen that I would receive STORE CREDIT for the balance. I reminded her that another cashier had told me that I could receive the balance in cash.

I explained that I WOULD not be using the store credit because the prices are not competitive with other stores. Kristen then said to another cashier to "JUST GIVE HIM HIS MONEY" The cashier asked her how to ring it up on the register and she then called for ERIC to come to the Customer service area. Eric then said that since I made the purchase with store credit I can ONLY get store credit back. I then asked Eric for the CORPORATE PHONE Number and Address.

He said he did not know that information. (I Should have asked him who signs his paycheck) If this is your store policy then it should be out where the consumer can see it, read it then make the decision to make a purchase at your stores. It is very apparent that all the employees do not know what GOOD customer service is, and that the choice to argue with the customer instead of finding a solution to make the customer happy.

I once learned in training that it only takes a chain reaction for every person who has a bad experience they will tell 10 people and they will tell more people. All I wanted was my money back, since you would not accommodate me I guess that 10 people should hear about this! William S

Montgomery County, PA