April 20, 2012
You shouldn’t have to get mad to get what is fair
I don’t back down. If I think I am right I will go toe to toe with anyone. Today the lucky person to feel my full wrath was the manager at The Orange Box Store *.
Last Spring we went through a fruit tree phase. We bought 6 different varities of trees. We’ve been fertilizing and just generally loving them for the past year. All but one of our fruit trees have been doing really well. This one tree finally lost its fight with the last dry spell we had. But I wasn’t too disappointed as we bought the tree at The Orange Box Store . Like Lowes, The Orange Box Store offers a one year guarantee on their plants. With that in mind we leave the store tags on the trees in case something happens. (Can you see where this is going?)
In the past I have had to return plants. I’ve never had an issue. Return the plant in its pot with tags and you get a replacement, no questions asked. Having decided to return my dead tree I called over to The Orange Box Store and spoke with the garden manager. Told him my tree was dead and it still had all of it’s The Orange Box Store tags on it. I explained I no longer have the receipt and that I didn’t want a refund just a replacement. He said no problem, bring the tree in and we’ll swap it out. I should have gotten his name.
Today we dug the tree up and headed to The Orange Box Store to get a new tree. I really have to wonder- do the put the most clueless person at the returns desk? Seriously if they don’t have any authority whatsoever don’t put them there!! We explain to the girl (in her tight leopard top-can’t make these things up) about the tree and our conversation with the manager. Sorry you need a receipt. Again tell her what the garden manager says, she repeats all this (in a “TONE”) to another girl in customer service who repeats the store motto ~ no receipt no return. Honestly who keeps their plant receipts for a year? Never mind the fact that today’s receipts are not printed in ink like the good old days but are actually printed on thermal paper and even with the safest storing methods fade over time. “No sorry you need a receipt, how do we know you bought that plant a year ago?”
Obviously she thought her stern tone would be enough to scare me away. I replied with one of my favorite lines ~ can I please speak with the store manager? She calls the store manager, tells her the situation and turns to me and says, the store manager said you need the receipt. UMMM NO I asked to speak to the store manager can you have her come here.
The store manager comes up front and before I can say anything tells me that a receipt is required to return anything to the store. (Oh yeah this is going to be fun) I explain my conversation with the garden manager. I also tell her how I have returned plants to Lowes, which is literally right next door, without any problem whatsoever. This doesn’t seem to faze her one bit. She stands her ground repeating that she’s sorry but a receipt is necessary. After five minutes this was getting old. Feeling like we were losing the battle I start to leave and let her know that this is not done. I tell her I plan on contacting not only the area manager but the corporate headquarters telling them how this store seems more concerned about paperwork then their customers. Before we leave I turn one last time to tell her that I am going to write a blazing blog post regarding how this store treats their customers.
Mam!?! Mam!?! I want you to know that this one time I will exchange your plant. But please know that in the future if you need to return a plant you will have to have your receipt. You can go to the back and pick a tree to replace this one with.
Now why did it take me threatening to write a blog for me to get a replacement tree??? Let’s face it when something is returned it goes against the vendor not the store (my husband used to work at Lowe’s so I know how this works). UGGH SO FRUSTRATING! Imagine how many people just give up. I hate that stores and corporations have gotten so big that customer service, real customer service barely exists anymore. Oh forgot to tell you the tree in question cost a whopping $19.95, imagine if it had been one of the $59.95 trees!
My orchard now is the proud home of a Cherry Tree!!
***So I ran this post by my husband as he was there with me. He pointed out how I threatened to write a blog and got a new tree yet here I am writing a blog. He felt it would only be fair if I took the name of the store out, The Orange Box Store was our compromise. Also in all fairness I did not mention which one it is as there are 4 in our area.