I'm paying them $10 a year to be treated like a jerk??

MarkDude · 06-19-2004, 11:44 PM

Below is an e-mail I sent Replay and Sam Goody about a recent experience, but I also wanted to get feedback from you friendly people about the situation.

Hello,

I am writing you about a very frustrating experience I experienced today at my local Sam Goody store (store number 5173), because of the Replay program. I had a $20 Replay certificate in addition to a $30 gift card. I bought approximately $46 worth of merchandise. I handed the cashier my merchandise with my Replay card, gift card, and Replay certificate.

She scanned in my merchandise and then scanned my gift card, leaving me with a total of about $16, towards which my $20 Replay certificate was not valid, since the value of the certificate exceeded the value of my remaining total, and I did not want to get anything else.

The cashier realized the mistake, and then got very upset at me because I did not tell her to scan the Replay certificate first. That is certainly not my responsibility. I wanted to just walk out of the store, but I could not because the $30 from my gift card was already taken. The cashier, after uttering a few inappropriate curse words, said she was going to go get a manager.

After five minutes, she came back and informed me that the manager had conveniently just stepped out to take out the trash. She then rudely demanded that I move aside so she could check out the next person. Of course, several people got in line shortly thereafter, and I was just looking at the stuff around the cash register, thinking the manager would be back soon.

It wasn't until nearly 20 or 30 minutes later that she finished checking out the people in the line before she went back to check for the manager. Finally the manager came out and the cashier blatantly lied to him, saying that I didn't show her my Replay certificate until after she scanned the gift card.

The only reason I ended up finishing that transaction is that I was literally trapped into it because of my gift card. I did not plan on spending a half hour in the store, especially because I was very short on time. Neither the cashier or manager apologized to me despite my complete patience with the whole situation.

I joined Replay under the impression that it was convenient for the consumer. Instead I am paying a $10 per year fee to have cashiers mess up my transactions treat me like a nuisance to the store.

My member number is 05621026. You'll see that I have nearly 60 transactions in just the three months I've been with Replay. I am truly one of your most loyal customers. However, after this experience, I am really considering whether or not I will ever step foot into a Musicland store again. Replay is the only reason I have become such a loyal customer at these stores, but if this is how Replay customers are treated, there's no way I want to continue to be a part of it.

For your reference, the transaction number for my final transaction from this mess is 5173 00002 91534 -- the number below that number is 030.

I feel I deserve some compensation for the treatment I experienced at this Sam Goody store, be it Replay points or a gift card. I was embarrassed in front of the manager of this store as well as several customers, and I did absolutely nothing wrong. I also was late getting somewhere I had to be, which was only because of this mess. It was my 18th birthday and this was not how I intended to spend my time on such a milestone in my life.

Thank you for reviewing this situation and I look forward to your response,
--Mark Raby--

MarkDude · 06-19-2004, 11:44 PM

Below is an e-mail I sent Replay and Sam Goody about a recent experience, but I also wanted to get feedback from you friendly people about the situation.

Hello,

I am writing you about a very frustrating experience I experienced today at my local Sam Goody store (store number 5173), because of the Replay program. I had a $20 Replay certificate in addition to a $30 gift card. I bought approximately $46 worth of merchandise. I handed the cashier my merchandise with my Replay card, gift card, and Replay certificate.

She scanned in my merchandise and then scanned my gift card, leaving me with a total of about $16, towards which my $20 Replay certificate was not valid, since the value of the certificate exceeded the value of my remaining total, and I did not want to get anything else.

The cashier realized the mistake, and then got very upset at me because I did not tell her to scan the Replay certificate first. That is certainly not my responsibility. I wanted to just walk out of the store, but I could not because the $30 from my gift card was already taken. The cashier, after uttering a few inappropriate curse words, said she was going to go get a manager.

After five minutes, she came back and informed me that the manager had conveniently just stepped out to take out the trash. She then rudely demanded that I move aside so she could check out the next person. Of course, several people got in line shortly thereafter, and I was just looking at the stuff around the cash register, thinking the manager would be back soon.

It wasn't until nearly 20 or 30 minutes later that she finished checking out the people in the line before she went back to check for the manager. Finally the manager came out and the cashier blatantly lied to him, saying that I didn't show her my Replay certificate until after she scanned the gift card.

The only reason I ended up finishing that transaction is that I was literally trapped into it because of my gift card. I did not plan on spending a half hour in the store, especially because I was very short on time. Neither the cashier or manager apologized to me despite my complete patience with the whole situation.

I joined Replay under the impression that it was convenient for the consumer. Instead I am paying a $10 per year fee to have cashiers mess up my transactions treat me like a nuisance to the store.

My member number is 05621026. You'll see that I have nearly 60 transactions in just the three months I've been with Replay. I am truly one of your most loyal customers. However, after this experience, I am really considering whether or not I will ever step foot into a Musicland store again. Replay is the only reason I have become such a loyal customer at these stores, but if this is how Replay customers are treated, there's no way I want to continue to be a part of it.

For your reference, the transaction number for my final transaction from this mess is 5173 00002 91534 -- the number below that number is 030.

I feel I deserve some compensation for the treatment I experienced at this Sam Goody store, be it Replay points or a gift card. I was embarrassed in front of the manager of this store as well as several customers, and I did absolutely nothing wrong. I also was late getting somewhere I had to be, which was only because of this mess. It was my 18th birthday and this was not how I intended to spend my time on such a milestone in my life.

Thank you for reviewing this situation and I look forward to your response,
--Mark Raby--

Carl Johnson · 06-20-2004, 12:39 AM

You're being way too polite Mark. The squeaky wheal gets the grease and "I am really considering whether or not I will ever step foot into a Musicland store again." is not much of a statement. "Cancel my membership, I'm taking my business elsewhere" would be more likely to get their attention.........

Carl Johnson · 06-20-2004, 12:39 AM

You're being way too polite Mark. The squeaky wheal gets the grease and "I am really considering whether or not I will ever step foot into a Musicland store again." is not much of a statement. "Cancel my membership, I'm taking my business elsewhere" would be more likely to get their attention.........

Glenn Overholt · 06-20-2004, 02:33 AM

Mark, I thought that was a fantastic reply. I have heard other stories and have seen that if you act like you're pissed off, they tend to ignore it.

If you don't hear from them - it may take 8 weeks - then write it off. But go back to the store when the same cashier is there, and refuse to have him/her serve you. It might be fun putting the cashier in a spot.

Oh, and happy birthday! I hope the rest of the day went better!

Glenn

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Glenn Overholt · 06-20-2004, 02:33 AM

Mark, I thought that was a fantastic reply. I have heard other stories and have seen that if you act like you're pissed off, they tend to ignore it.

If you don't hear from them - it may take 8 weeks - then write it off. But go back to the store when the same cashier is there, and refuse to have him/her serve you. It might be fun putting the cashier in a spot.

Oh, and happy birthday! I hope the rest of the day went better!

Glenn

EricSchulz · 06-20-2004, 01:36 PM

Mark:

As someone who has worked in the service industry all my adult life (20+ years and counting), it is letters like yours that will get a response from MOST companies. You were obviously wronged, but your letter was concise and factual, NOT emotionally charged and threatening. Believe me, most companies would prefer to keep your business and a well-written letter does much more than ranting and raving. Good luck with your situation and please keep us posted!

Eric

EricSchulz · 06-20-2004, 01:36 PM

Mark:

As someone who has worked in the service industry all my adult life (20+ years and counting), it is letters like yours that will get a response from MOST companies. You were obviously wronged, but your letter was concise and factual, NOT emotionally charged and threatening. Believe me, most companies would prefer to keep your business and a well-written letter does much more than ranting and raving. Good luck with your situation and please keep us posted!

Eric

StephenHa · 06-20-2004, 07:26 PM

That i a very good letter, if she did not do the transaction properly that is not your fault, and being polite yet firm usually gets the best results