Hollister - Danbury Mall
(Danbury, Connecticut)
After my daughter shopped around Hollisters for 30 minutes, and stood in line for 20 minutes to purchase a shirt from the clearance section of the store, the clerk rang up the shirt to its full price of $18.50.
My daughter showed me the receipt and I brought it back to the register and let the young clerk know that the item was on a clearance rack... with several others of the same shirt marked $12.50.
She insisted the price of the shirt was $18.50.
I calmly walked her to the back of the store with another young sales clerk and showed them the stack of shirts sitting on the $12.50 shelf. Their comment was, "oh, those are in the wrong place, they are not on clearance."
I told them that was not my error but theirs and that I should be getting the price of that shirt with the stated price of $12.50. I again waited another 10 minutes for a manager. This manager was very young too (if even one at all) and said the items were put on the wrong shelf and the shirt was $18.50.
I asked, "will I get the sale price since this was clearly a store error and they can simply move them after my purchase." She said "NO."
I nicely asked for money back.
The clerk even had the nerve to ask me to fill out a return item form to get my refund. I walked out of there for the Last Time.
I will not be returning either. Any store that can not properly train their staff (or have reps with common sense) does not deserve my business. I will not go into any of their other associate stores either.
I was disappointed and surprised this manager did not make the right choice. I was disappointed the store was willing to give up a $12.50 sale instead of losing $6.00. (if losing anything at all)
I know this sounds petty, but my point was not about the money. It was teaching my daughter right from wrong. I told her the customer is your most important item in the store. It is up to the store employees to keep ALL of its customers happy.
I would have been happy with the sale price. Even after telling the manager that I should rightfully be given the marked sale price (since she saw the stack of shirts on the $12.50 rack herself), she still said she couldn't give me anything but the ticket price.
I bit my tongue as I was eager to give her "proper customer service" lessons right there but didn't want the rest of the customers to have to stand in the line any longer then they've already had.
Things would have been much better is they had apologized for making me wait so long for their solution. I would have been very happy had they simply given me the $12.50 sale price. They saw their mistake. They saw the rack marked $12.50.
If I were the manager, I would have thanked me for finding the mistake (and for my patience) and given me the price of $12.50. After this happy customer left the store (that's me) - I would remove the rest of shirts from the wrong rack and put them where they should have been and brought up this situation at the next staff meeting.
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