Name and Shame
Name and Shame

URBAN PLANET REVIEW

Complaint
#5YEBI

This complaint was posted on NAS on 28th Feb, 2022 and is a permanent record located here: https://www.nameandshame.com/urban-planet-5YOU8/horrible-customer-service-id5yebi .

NameandShame Author
pfzhYRR
28th Feb, 2022

Horrible Customer Service

The manager working at surrey central located in British Columbia, was disgusting and had an unpleasant attitude. We purchased PJ’s and our total came to $78.70, before buying we asked the employee working there (it was a skinny brown haired girl, don’t know name) if we could return and get a full refund. The girl told us we could return and get a refund if we brought it back within 2 weeks. We were so busy shopping for Christmas that we went with the employees word because she worked there and represented the store as an employee who should be telling the customers the truth. We went home and realized how big they were so we brought it back on December 19, around 2:15 pm to return it and the girl working there told us that we couldn’t return only store credit or exchange, we told them how we were told we were able to return and get a full refund if brought within two weeks, and the manager there Sahar was unprofessional, rude and had a horrible behaviour towards her customers. She was disgusting and basically told us that we were lying and that her employees would never say that. When her employee DID say we were able to return the item for a FULL refund if brought within two weeks. But she was still rude, and ignorant and gave us the worst customer experience, never want to step foot in there again. They told us we had to call customer service and gave us the store credit


I called the customer service and explained everything and the girl said she couldn’t do anything and said that her manager would call us back. The manager in customer service called us back and we again explained everything but it was no use. He too intended that we were lying and that he called and talked to everyone in that store and that they knew the store policy and would never say false information to a customer but they DID. He told us that we should’ve looked at the receipt and the signs and I told him customers are busy Christmas shopping, we asked the employee and she said we can return the item for a full refund within two weeks, but he STILL did not do anything. Instead told us still that we were lying and basically said it was our fault. It was THEIR fault for giving their customers the WRONG information. The employee working there gave us the wrong information but they are intending that it is our fault and that we should’ve looked at the sign and receipt before purchasing? As if we didn’t ask an employee? It’s a disgusting and rude store and company. As a person who worked in retail, this is not how we satisfy our customers ESPECIALLY if it is NOT their fault. I will never shop here again and they lost their customer who would shop in their store often. I’m disgusted, unsatisfied and I feel disrespected with how we were treated and basically told they we were lying. I do not ever want to shop here again, horrible managers, customer service. Disgusting and unprofessional. The fact that the customer service manager wished us a merry Christmas and hoped that they didn’t lose as a customer, was ignorant and stupid. They didn’t listen to our needs and how it wasn’t our fault, but their employee REPRESENTING their store.
Never returning again, and I advise that no one else shops there too unless you want to be treated disgustingly with no care or needs.

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