Stores, Eyeglasses - Sunglass Hut International, Hartsfield International Airport, Hartford, CT did not honor coupon from Lasik Plus

May 28, 2001:

FROM: Cole, Jeff U. [Email User]

RE: Sunglass Hut International

May 28, 2001

Sunglass Hut International

255 Alhambra Circle

Coral Gables, Florida 33134 Dear Sunglass Hut:

I recently underwent laser eye surgery at Lasik Plus in early April 2001. I

was quite pleased to receive a 20%-off coupon from Lasik Plus good for my

first pair of sunglasses at Sunglass Hut. With my newly corrected vision, I

determined to buy a pair of Maui Jim Kahuna sunglasses at my next

opportunity.

That opportunity came on Saturday 28 April 2001 as I flew through Hartsfield

International Airport on personal travel. I had plenty of time on my hands

and entered the Hartsfield Airport Sunglass Hut at approximately 6pm.

I travel a lot on business and had been in your Hartsfield store on several

occasions since my laser surgery. I have to admit that I had my misgivings

about this branch of Sunglass Hut from my previous window shopping forays -

but it would be too convenient to pass up.

After selecting my $225 Maui Jim Kahuna's the female salesclerk filled in

the back of my Lasik Plus 20%-off coupon and rang me up. That's when my

misgivings were fully realized. Apparently your Hartsfield store did not

possess the proper code in its computerized cash register to accept my Lasik

Plus coupon. The salesclerk became increasingly discourteous and

belligerent as I insisted that she honor a valid discount that would amount

to a $45 savings for me.

When I pressed the sales clerk to manually override the register and

subtract 20% from my bill, the clerk huffily called her manager by phone. A

cryptic conversation ensued between the two, at the end of which the

unhelpful clerk told me she would not honor the discount coupon.

As other potential customers looked on, I asked to speak to her manager.

The clerk angrily re-dialed the manager and put me on the line. That's when

I realized that your problems at Hartsfield run deeper than a solitary,

incapable and hostile salesclerk. The manager refused to identify himself

after I made my brief appeal to his common sense and best customer care

intentions. Frankly, your manager that evening had neither common sense nor

customer service savvy.

He merely asked that I put his clerk back on the

line without making any attempt to deal with my legitimate gripe. After

another short cryptic conversation between the two, the clerk hung up the

line and told me again that she would not honor the discount coupon.

At that point - after 30 frustrating minutes - any further discussion became

fruitless. I indicated to the salesclerk that I would have to take this

matter up in writing with Sunglass Hut International. I asked her for her

name since she wore no name tag. She refused to give it. I asked her for

her manager's name and was likewise rebuffed. I left without the now

worthless coupon that Lasik Plus had given me as a gratuity for my business.

I have since, effective today, taken my business for Maui Jim sunglasses to

Bass Pro, where the customer service is much better than at the Hartsfield

Airport Sunglass Hut.

I am disappointed that I have to tell you all this. I have been a long time

customer of Sunglass Hut; and, I have previously always departed your stores

as a satisfied customer. All retail stores at Hartsfield Airport are

afflicted with a culture of poor service to the traveling customer. Your

unidentified Hartsfield employee on Saturday evening 28 April 2001 from

6-6:30 PM, and her totally unqualified absentee manager (I hate to use that

word since he displayed no management skills), were just perfectly

representative of their Hartsfield retail peers. In a world of 4%

unemployment, I was dealing with 5%-ers. (A slight economic downturn would

do much to improve the ranks of sales and management personnel at

Hartsfield.)

Air travel is unpleasant enough. The 'captive market' that the traveling

public represents deserves better than the rude, chip-on-the-shoulder

treatment that I suffered in your Hartsfield Airport Sunglass Hut store.

I am sending a copy of this letter to Maui Jim and to Lasik Plus, as well as

to the Hartsfield Airport Authority. Maui Jim is a premium line of

sunglasses well worth their steep price. I am certain that Maui Jim will be

concerned at losing a $225 sale at your Hartsfield store due to the

discourteous incompetence of your staff there.

Lasik Plus has apparently entered into a business arrangement with Sunglass

Hut to provide 20%-off discount coupons to their treated eye care customers.

I am certain that Lasik Plus will be distressed to learn that Sunglass Hut

is not upholding it's end of the arrangement in at least one of its stores.

Lasik Plus needs to be concerned that the well-heeled customers it passes

along to you are actually being mistreated, perhaps in all cases and at all

Sunglass Hut stores...

The Hartsfield Airport Authority will have no reaction to my letter that

benefits me or any other traveler. The sweetheart political arrangement

that mandates who Hartsfield vendors can and cannot employ is at the root of

this incident, and every case of rude, discourteous, and belligerent service

at Hartsfield International Airport.

As a recently retired United States Marine, I decry - perhaps along with you

- the sorry state of customer service throughout our land. I know that you

will be unable to fix this problem, even within the small corner of retail

sales that Sunglass Hut occupies. I've got to be a realist, since crusading

will get me nowhere. So I will offer you a way to regain my confidence and

perhaps my business. A free pair of Maui Jim tortoise/HCL