Bad Customer Service

Written on Saturday, July 19th, 2008 @ 10:35pm

I had a spat with Mervyn’s. Here’s my letter I sent to their customer service headquarters…

To Whom It May Concern:

On July 10th I purchased two pairs of jeans, one of them one size larger than the other. After a week of wearing the larger pair they ended up being way too big for me. I went out of town to visit family on July 17th, and it just happened I ended up going shopping at the Mervyn’s in Folsom buying the same pair of jeans in one size smaller. I asked the sales associate there if I would have a problem returning a pair of jeans if I didn’t have the tags, as I was planning to return the large pair I bought a week earlier. She said as long as I had the receipt I wouldn’t have a problem.

Today, July 19th I returned home and went to my local Mervyn’s in San Rafael prepared to make my return. The only cashier in the women’s department, named Joni, took nearly 20 minutes to ring up two customers in front of me. When she got to me, I explained my situation and that I did not have the tags. She came off very rude once I mentioned I didn’t have the tags, saying she couldn’t do anything to help me despite have the receipt. I told her that according to the policy on the receipt I have 90 days to make my return with a receipt. She told me that they don’t go by the return policy on the receipt. She proceeded to tell me to go to another cashier somewhere in the store and hopefully someone could help me despite the fact I had already waited 20 minutes in line. She wouldn’t call a manager despite me asking her to and simply said, “Next customer!!” without further helping me.

This is the most outrageous and disappointing example of customer service I have ever experienced at a Mervyn’s. Luckily, another associate in the men’s department named Anissa was able to assist me in my return by calling a manager (something Joni refused to do) and allowed me to grab another pair of the same jeans with the tags so my return would be complete. I am pleased that despite a rude associate like Joni you still managed to have a nice associate like Anissa and her supervisor Anna. I do hope that you can somehow manage to bring this to the attention of someone who can show Joni the proper way to treat customers. I am a former sales associate from Bath & Body Works, and I know the difference between good customer service and rude people.

Thank you for your time.

Yeah, this lady “Joni” was a witch with a “b” f0 sh0.

6 Comments

6 Comments

Brian commented on Sunday, July 20th, 2008, 12:21 am

What a hoe.

Sarah commented on Sunday, July 20th, 2008, 2:52 am

Wow, that is bad customer service. I have worked in many stores and in each one it was company policy to allow people to return items despite not having the tags.

I really do wonder how these sorts of people get hired in retail.

Jen commented on Sunday, July 20th, 2008, 9:38 am

she sounds soo rude!!

just wanted to say its my first time on your site and i like it a lot! i checked out your flickr photos too… will visit again soon x

Hev commented on Sunday, July 20th, 2008, 10:32 am

I do hope you also complained to Anna about Joni. Even if Anna wasn’t Joni’s direct supervisor she could have let Joni’s supervisor know.

You handled that wonderfully. Almost just like me. I am so proud, *wink*. (I am teasing you) Good job, don’t take any crap from clerks like Joni.

Holly commented on Monday, July 21st, 2008, 8:28 pm

What a nut-job! Good on you for complaining and standing up for yourself! I hope she gets a bit of training on how to treat customers…not that you ought to NEED training to teach you how to not be a rude idiot, but still!

Melissa commented on Tuesday, July 29th, 2008, 11:38 am

AUGH!!!!! That would kill me with annoyance!!! You rock for writing that letter, I hope that clerk gets FIRED!